HealthPlanOne (HPONE) is a rapidly growing, best in class member acquisition company in the Medicare and individual health insurance markets.  Through our digital marketing, proprietary technology and call center operations in Tampa & St. Pete FL, and Gilbert & Phoenix, AZ., HPONE assists health plans acquire and retain membership.  We are recipients of several industry awards including the Inc. 500/5000 list of fastest growing private companies in America, 2010-2015 Marcum Tech Top 40 as well as the 2012 - 2015 Deloitte Technology Fast 500.  We have new exciting opportunities for Retention Professionals (Managers/Supervisors).  
 
Summary of Role:  The role of the Retention Professional is to drive business growth exceeding sales objectives and monthly targets by proactively saving and retaining current members. Our Retention Professionals will serve as brand champions for HPONE’s partners by demonstrating a high level of energetic responsiveness to every existing members. We are advocates for existing members and understand how their health insurance plan influences and benefits their lives.
 
Responsibilities:

• Retention Professionals will handle inbound & outbound calls from existing members
• Retention Professionals will reenergize our members experience by serving as a brand spokesperson while demonstrating a variety of retention techniques resulting in saving and retaining our current members
• Retention Professionals will identify our members needs by asking clarifying questions to effectively save and/or re-sell the value of our products and services, and articulate the features and benefits in a competitive environment through successful negotiations
• Retention Professionals must be results driven and member-focused with the ability to retain and upgrade members by confidently creating value, resolving concerns, building relationships and persuading members to remain loyal
• Must possess impeccable sales, retention and communication skills while exhibiting a thirst and enthusiasm for serving Seniors.
• Must be skilled at identifying and overcoming objections in an effort to save/retain our members
• Must be a skilled results oriented, customer focused negotiator who retains the member by listening and addressing their needs and concerns while consistently guiding the member towards commitment
• Must have the ability to consistently exercise independent judgment and discretion when developing customer relationships and retaining existing members
• Retention Professionals must be willing to adjust and adapt to all aspects of the business in an ever changing work environment, while understanding dynamic performance goals, how they are measured and how to exceed them
• Retention Professionals must have the ability to demonstrate dependability, flexibility and sound judgment by adhering to schedules and meeting all productivity, quality and performance standards as well as taking ownership for their own actions and all areas of the member’s experience.
• Review and reconcile agent commission statements
• Accomplish organizational goals by accepting ownership of new requests and explore opportunities to add value
• Make recommendations for system improvements
• Accomplish other duties as assigned
   
  Minimum Requirements:
   
• Minimum of 2 years of successful retention management experience
• Previous supervisory / management experience in a call center environment required
• Solid knowledge and grasp of CMS rules and regulations
• Solid knowledge of individual & health insurance plans
• Solid understanding of call center technology, terminology and environment
• Proven track record of increasing sales in a phone based environment
• Bachelor’s Degree in marketing, sales, business administration or related field or equivalent experience preferred
• A current and valid Florida Life, Health and Annuity License (215) preferred
   
  Additional Requirements:
• Ability to think out of the box and manage towards established goal
• Excellent verbal, telephone and written communication skills
• Ability to work well in a team environment
• Must be accurate and detail-oriented
• A professional, positive and enthusiastic attitude
• Effective training and development skills
• Strong coaching and counseling skills
• Knowledgeable in Microsoft Office skills

 
Equal Opportunity:  HealthPlanOne is an equal opportunity employer, committed to employment equity throughout all levels of the organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin. We welcome and encourage diversity in the workplace.
HealthPlanOne requires the necessary drug testing and background checks to maintain a safe, drug-free work environment.