Sales Service Specialist

About the role

Sales Service Specialists ensure delivery of excellent customer service and develop solid customer relationships by handling primary questions, concerns, transactions, direct sales activities, and renewals associated with assigned Brokers, Groups, and Members. They are responsible for the delivery of client service and fostering solid client relationships to achieve targeted membership growth and retention. This role ensures the end-to-end process is executed while providing support on Small Group, Individual, and Government/Medicare Advantage lines of business. Supports broker and internal partners with sales processes, systems, and tools.

This position has onsite presence in the Meridian, Idaho office as well as some client sites; there may be flexibility to work hybrid (onsite, work-from-home, client sites) after the training period.

Responsibilities

• Achieves targeted membership growth and retention by performing or assisting in direct sales activities, renewals, benefit design, account implementation, documentation, and procedure/process development and implementation.
• Provides customer service, resolves problems, recommends modifications to products/services, and/or coordinates sales negotiation with client groups, brokers, consultants, and members.
• Provides responsive, accurate, timely, and cordial customer service; explains benefits, claim filing procedures, rate increases, benefit upgrades, and other situations that may arise via phone, email, and written correspondence.
• Leads all aspects of proper set-up and maintenance of all documentation important to the administration of the account.
• May support content creation and deliver presentations to brokers, members, Groups, and/or internal partners.
• Informs account management/sales team of account status, market intelligence, and business opportunities.
• Provides recommendations and/or resolutions of complex problems and/or issues.
• Supports brokers on Small Group, Individual, and Government lines, including enrollment, eligibility inquiries, direct sales or renewals. Also supports administrative areas such as order processing, sales quotes, sales information management, and product training.
• Responsible for case-specific sales support processes. Interacts with internal teams in coordinating renewals/retention, provides support in resolving daily service issues, and refers sales leads to brokers.
• Provides product education on the line of business through various means including compliance and regulatory requirements and updates related to the product.

Requirements

• 5+ years of health industry, marketing, sales, communications, product/program development, or related experience.
• Currently holds an Idaho Health License or must obtain within 120 days.
• Ability to attend offsite meetings and/or client sites occasionally.

Preferred Qualifications

• Previous call center or phone experience in a professional setting.
• Microsoft Office (Excel, Outlook) at an intermediate level.
• Familiarity or ability to learn CRM, Facets, and/or Salesforce.
• Health care industry experience related to insurance, including health insurance contracts and benefits terminology, with the ability to gain proficiency in assigned product offerings.
• Understanding of benefit plan administration, ERISA, COBRA, HIPAA, and industry practices, as well as a fundamental understanding of plan compliance issues.
• Knowledge of membership and claims processing procedures.

Pay

As of the date of this posting, the hourly pay range is $28.87 to $40.42. The position is eligible for an annual incentive bonus (variable depending on company and employee performance). The pay range takes into account factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, relevant experience, skills, seniority, performance, travel requirements, internal equity, business or organizational needs, and alignment with market data.

Benefits

• Paid time off, paid holidays, community service, and self-care days.
• Medical, dental, vision, and pharmacy insurance.
• 401(k) matching and non-contributory plan.
• Life insurance, short and long-term disability.
• Education reimbursement.
• Employee Assistance Plan (EAP).
• Adoption assistance program.
• Paid family leave program.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. We adhere to all relevant state and local laws concerning employee leave benefits, in line with our plans and policies.