The Licensed Telesales Agents answer incoming and make outgoing phone calls from/to prospective members and identify the type of assistance and information the customer needs with the goal to convert the caller to a qualified lead and ultimately an enrollment into the plan.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems.
Using knowledge of the product portfolio to accurately assess the distinct needs of different prospects, explain the differences between various products, and assist the prospective member in selecting a product that best meets their unique needs.
Assist the prospect in completion of the enrollment application over the phone with complete, accurate and required information, consistent with product requirements and enrollment guidelines.
Meet the goals established for the position in the areas of sales quota, quality standards, and other organizational performance criteria.
Meet and maintain requirements for agent licensure, appointments, and annual product certification.
Make Outbound calls to prospective members and current members to present other plan offerings as applicable.
Work on different projects and initiatives as required by the Department needs.
EDUCATION AND EXPERIENCE
High School Diploma
Active Florida Health Insurance License or acquire license within 30 days of hire.
Computer experience: Windows environment, Microsoft Office Suite (Excel, Word & Power Point).
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GENERAL SKILLS AND REQUIREMENTS
To perform the job successfully, an individual should demonstrate the following competencies:
Sales Experience – Actively listen to prospect/member and act mindfully to address needs; Demonstrate willingness to assist; Effectively communicate and make recommendations with confidence; Ability to adapt to all types caller scenarios and provide a solution that is satisfactory to both prospect/member and organization.
Analytical – Collects and researches data; Uses intuition and experience to complement data; Follows workflows and procedures.
Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Written Communication – Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Visionary Leadership – Displays passion and optimism. Have a genuine interest in helping patients that are dealing with complicated and sometimes rare diseases and therapies
Change Management – Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
Quality Management – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
Business Acumen – Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
Diversity – Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
Ethics – Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values.
Judgement – Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Motivation – Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity – Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
Adaptability – Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
Initiative – Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
Innovation – Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others’ attention.
LANGUAGE SKILLS
Bilingual (English/Spanish or English/Creole) with the ability to speak, read and write in both languages without limitations or assistance.
Ability to effectively present information in one-on-one and small group situations to customers.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written or oral form, detailed but not complicated.
Ability to deal with problems involving few concrete variables in standardized situations.
INTERPERSONAL RELATIONS
Demonstrated ability to listen skillfully, collect relevant information, determine need and consult with caller to provide appropriate product to fit their needs.
Flexibility to customize approach to meet all types of caller communication styles and personalities.
PHYSICAL AND MENTAL DEMANDS
While working, the employee is standing, sitting, walking, talking, and listening most of the time.
This job also requires lifting objects up to 10 pounds.
ENVIRONMENTAL AND WORKING CONDITIONS
Working on normal call center environment is required. The noise is typically moderate.
Ability to regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule; and work over-time and/or weekends, as needed.
All new hires will be required to successfully complete the MMM Medicare and Much More Agent New Hire training classes and demonstrate proficiency of the material.
Respond to this ad:
MMM of Florida
Yunior Santana
yunior.santana@mmm-fl.com