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Assistant Director, Individual

4 months ago

Cheyenne, United States Blue Cross and Blue Shield Association Full time

Job Description Summary:

An Assistant Director, Individual and Medicare Advantage Sales is responsible for the tactical fulfillment of strategic goals and objectives through ongoing leadership on a day-to-day basis for assigned products, areas/regions, as well as direct-report team members and new/current broker relationships; accountabilities include positioning assigned sales team members to knowledgably represent BCBSWY brand, products, and provide excellent overall service to ensure the achievement of individual, team, and departmental performance measures.

Job Description:

JOB SUMMARY

An Assistant Director, Individual and Medicare Advantage Sales is responsible for the tactical fulfillment of strategic goals and objectives through ongoing leadership on a day-to-day basis for assigned products, areas/regions, as well as direct-report team members and new/current broker relationships; accountabilities include positioning assigned sales team members to knowledgably represent BCBSWY brand, products, and provide excellent overall service to ensure the achievement of individual, team, and departmental performance measures.

ESSENTIAL DUTIES & RESPONSIBILITIES

* Provides knowledgeable, effective, positive leadership in the assigned sales area of individual and Medicare Advantage products and services (other products may be assigned as needs emerge); accountable for leading as a multiplier, enabling sales team members to achieve established sales targets and exceed performance measures.
* Accountable for prospecting for and recruiting new brokers through relationship-building with national, regional, and local agency and through broker marketing activities targeted directly to the brokers; responsible for onboarding new brokers by supporting their navigation of contracting, certification, and initial and recurrent training requirements to drive the distribution channel sales targets.
* Accountable for excellent organization and follow-through on an individual basis as well as guiding team members in their organization and ensuring follow-up and follow-through for quality service and seamless handoffs (if/when appropriate).
* Responsible for role modeling high standards, guiding and coaching direct reports in setting high standards for themselves as individual performers; carves out time to celebrate individual, team, departmental achievements, and redirects efforts when targets and objectives change.
* Responsible for effective sales management within a highly regulated environment such as Medicare Advantage as well as individual Marketplace products; ensures sales team members are aware of regulations including URAC standards, and they engage in sales activities that are fully compliant.
* Leads a regular cadence of reporting/strategy sessions with sales team members; focus of the sessions may include the facilitation of continuing education related to product knowledge and sales acumen, review of production targets, listening and discussing gathered market intelligence and possible application of such, and the like.
* Accurately forecasts and tracks performance of individuals and overall team performance; engages in observation and evaluation of sales team members to identify growth and coaching opportunities and can identify issues early enough to permit corrective action. Utilizes a high level of innovation, creativity, planning and problem-solving to support individual, and multiply team performance.
* Responsible for the selection, ongoing training, development, and overall performance management of at least 5 and up to 10 Sales Executives (SE) located regionally throughout the state - other sales team members may be assigned depending on emerging needs; serves as effective coach and mentor to direct reports and peers, contributes positively to team morale and consistently exhibits professional presence with attention to detail.
* Prepares, reports on, and engages in direct oversight of allocated budget(s); ensures resources are readily available to support sales team members in the fulfillment of individual, team, and departmental performance measures.
* Responsible for guiding sales team members in the development and maintenance of robust, productive collaborative partnerships, as well as prospecting and cultivating member relationships; invests in enabling knowledgeable professional representation, and positioning, of the BCBSWY brand, products, and overall service to new and existing key relationships.
* Serves as a knowledgeable and reliable point of contact for sales team members; this may include the regular tasking of responding to inquiries, assisting with processing, ensuring understanding of policy coverage parameters, or helping by connecting with other internal teams, such as Billing, Underwriting, Actuarial Services, Member Services, etc., when a more in-depth service response is needed. May be responsible for engaging in service-recovery if needed.
* Accountable for ensuring accurate and timely updates to policies by partnering with internal BCBSWY teams on behalf of sales team members as may be needed e.g., Products and Benefits, Enrollment, etc.; may serve as processing advocate when necessary regarding timing as well as any needed clarifications to support positive service outcomes.
* Invests in ensuring full understanding and knowledge of all relevant marketing collateral, stays current with ongoing and upcoming brand awareness campaigns, product introduction marketing/advertisements, and the like to best serve sales team members, respond proactively to inquires/questions, and effectively troubleshoot any escalated concerns.
* Accountable for acquiring and maintaining expert-level knowledge of assigned products plus keeping any applicable certifications/licenses as may be applicable current and in good standing.
* Accurately completes any required reports, documentation, and updates on a timely basis; ensures sales team members are through and timely in the completion of individual and team reports and documentation as may be assigned.
* As a recognized BCBSWY employee, positively serves in the role of "Brand Ambassador" within the local community and/or geographical region.
* This essential duties listing is not all inclusive, but representative. Other duties may be assigned.

NON-ESSENTIAL DUTIES & RESPONSIBILITIES

* When in-office, may be accountable for serving in back-up capacity to ensure potential members, active members, group client participation/representatives, as well as members of the general public that may walk-in to the service center location are acknowledged and assisted; may need to assist with responding to incoming calls and/or provide service coverage as needed.
* May be requested to present at and/or facilitate various in-house, public, member/potential member meetings.
* Serve in a back-up capacity, or be asked to stand-in for other Sales Team Leadership as may be needed and/or assigned.

APPLICABLE KNOWLEDGE, SKILLS, & ABILITIES (KSA)

* Ability in interpersonal relations enabling the effective management of exempt and non-exempt employees; excellent listening skills, problem-solving/problem-resolution abilities, and capable of consistently exhibiting value-aligned leadership and people management.
* Capable of professionally and effectively building and leading interdisciplinary teams; team members may represent differing/opposing positions as well as possess various levels of issue/topical knowledge; skilled with facilitating negotiations and conflict management.
* Skilled in the effective utilization of Customer Relationship Management (CRM) tools/applications (e.g., Salesforce, etc.); able to guide and coach direct reports in the consistent and appropriate use of CRM tools.
* Proven superior skills in human relations and interpersonal communication to deal effectively with brokers, members, potential members, as well as internal and external partners.
* Demonstrated time management skills and the ability to manage multiple priorities.
* Experienced working independently and as part of a team; able to effectively work and complete assigned tasks with minimal supervision.
* Knowledge in positive customer service standards/expectations and highly capable with service-recovery techniques when needed.
* Strong verbal and written communication skills with proven capabilities in listening and relating key information in selling situations and applying appropriate responses and actions.
* Capable of being approachable, clear, forthright, highly professional, and persuasive.
* Proficient with Microsoft Office, smartphones, office equipment and other systems/software that may be utilized in the performance of assigned tasks and navigating among multiple systems and screens.
* Superior presentation skills in one-to-one, small, group and large group settings.
* Skilled sales acumen enabling results and success in alignment with short-term and long-term objectives, assigned production levels and targets.
* Capable of quickly assimilating new functions, services, and systems while maintaining existing systems and programs.
* Ability to maintain confidentiality and privacy as appropriate.
* Skilled in the recognition of opportunities and capable of using data to make timely and sound decisions.
* High standard of performance while pursuing aggressive goals.
* Skilled and principled approach to business interactions; capable of sound business ethics.
* Strong contemporary working knowledge of individual and small group products, including ancillary lines of coverage policies, procedures, products, and applicable regulations/guidelines related to assigned product/service lines.

QUALIFICATIONS

Current Wyoming State Insurance license required; if not currently held, must be earned within 90 days of in-position date and maintained in good standing.

Bachelor's Degree in Business, Management, or related social science field strongly preferred; minimum High School Diploma or GED required.

5 years prior sales, customer service, or other role working directly with members of the public required; 2 years serving in a BCBSWY sales and/or service role with strong working knowledge of products and services.

2 years in a leadership role guiding and managing sales and/or customer service team members required.

Active Drivers Liscense required.

PHYSICAL/MENTAL DEMANDS & WORK ENVIRONMENT

While performing the essential duties of this position, an employee will typically experience:

* Standing, walking, and sitting.
* Lifting and/or moving up to 10 pounds; occasionally lifting and/or move up to 25 pounds short distances.
* Usage of close vision, distance vision, and ability to adjust focus.
* Manipulation of keyboards, keypads, and calculators.
* Placing and answering telephone calls.
* Focused task tracking and follow-through.
* Some interpersonal tension in problem-solving/resolution interactions.
* Speaking/presenting to internal and external audiences of diverse sizes.
* Work environment noise level that is usually moderate.
* Open office environment with few, if any, loud sounds, or ongoing auditory distractions.
* Some deadline related stress.
* As needed evening and weekend hours on a periodic basis.
* Moderate travel, typically in-state with some overnight travel possible.

To perform successfully in this position, an individual must be able to perform essential duties satisfactorily as well as possess education/experience, knowledge, skill, and abilities (KSA) as listed in representative fashion; reasonable accommodations may be made to enable individuals with limitations/disabilities to perform the essential functions of this position. The essential duties and KSA listed are not all inclusive, but representative. Other duties may be assigned.

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