What are the responsibilities and job description for the Member Engagement Supervisor position at Benelynk?
Does the idea of applying your talents at a company that helps people and compensates well for doing so inspire you? We call it “doing good while doing well” and invite you to apply to join us and begin moving forward along a beneficial career path – one built on helping others experience greater well-being.
We are actively seeking an experienced Member Engagement Team Lead to lead teams that conduct telephonic outreach services to assist low-income Medicare beneficiaries. The Team leaders will steer their teams’ day-to-day activities, help motivate the team to achieve organizational goals, and assist with developing and implementing timelines and plans to achieve targets. We would especially like to hear from candidates who have led teams to consistently exceed their performance goals and that have helped reduce their team’s employee turnover rates. If you are a true leader and are ready to guide, develop, assist, and delegate to your dedicated team of Member Engagement agents to help them achieve their maximum potential then you are encouraged to apply!
RESPONSIBILITIES
- Set clear team goals and KPIs consisting of metrics on how to identify eligibility and assist with enrollment in Medicare Savings Programs/Medicaid.
- Coach. As a leader, you have a responsibility and need to develop others to succeed in their roles and prepare for future roles.
- Oversee day-to-day teams' operation and performance.
- Ensure Member Engagement agents understand and comply with all call center objectives, performance standards, and policies.
- Create a healthy and motivating work environment and atmosphere.
- Answer agent questions regarding best practices or difficult calls.
- Identify operational issues and suggest possible improvements.
- Monitor and evaluate agent performance, provide learning or coaching opportunities, and escalate to Supervisor for corrective action, if necessary.
- Prepare reports and analyze data to assist management as they determine call center goals.
- Work with other management team members to support agents and maximize customer satisfaction.
- Maintain current knowledge of state and federal regulatory requirements to adhere to strict compliance of all aspects of BeneLynk’s operations.
- Demonstrate behaviors, actions, and attitudes that reflect BeneLynk’s vision, mission, and values.
- Other duties as assigned.
We offer competitive salaries and benefits:
Monthly bonus incentives- Medical, dental, vision, and employee assistance program benefits
- 401K match
- 23 paid days annually
- Streaming Service Reimbursement
- Business casual dress
- Monthly recognition
- Weekly trivia games
- Excellent growth & advancement opportunities
QUALIFICATIONS
- Education – Bachelor’s Degree (preferred) or equivalent work experience.
- Experience – 5 years experience with direct consumer interaction, telephone sales experience, Medicaid program experience preferred. Demonstrated application of persuasion and ability to engage individuals over the phone, data entry, and related computer skills. The ability to effectively manage a team of up to 25 agents.
- Language Skills – Excellent oral communication skills; ability to communicate with elderly individuals and state government personnel; bi-lingual (English & Spanish) is preferred.
- Reasoning Ability – Ability to analyze and interpret governmental program criteria; ability to interact and decipher information via telephonic or correspondence inquires.
Work Environment
Shifts Available:
Monday/Tuesday/Thursday/Friday 3 PM - 2 AM EST
Monday/Tuesday/Wednesday/Saturday 3 PM - 2 AM EST
EEO Statement
BeneLynk is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of, race, color, religion, gender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information or any other characteristic protected by law.
BeneLynk participates in E-Verify. We will provide the U.S. Social Security Administration (SSA) and, if necessary, the U.S. Department of Homeland Security (DHS) with information from each new employer’s Form I-9 to confirm work authorization
***Offer of employment is contingent upon the results of a required background and drug screening.***
