Telesales Representative

About the role

Answer phones and enroll prospective members into Imperial Health Plans. When in the field, conduct sales/educational seminars, self-generate leads, and develop community-based partnerships.

Responsibilities

• Answer incoming calls and work to sell prospective members Imperial products and services using approved scripts.
• Assist with broker inquiries, including ready-to-sell status, book of business requests, and commission inquiries.
• Go off-script when necessary to build relationships with potential members or answer questions not addressed in the script.
• Advise prospective and current members by answering questions and addressing concerns about Imperial products and services.
• Update database/systems with new member information and back up data regularly to protect sensitive member information (PHI).
• Complete all enrollment forms and record logs to create accurate, detailed files for each member.
• In the field position: cultivate, maintain, and build relationships with Imperial Health Plans customers, external business partners, and the community through telephonic, virtual, and face-to-face interactions.
• Adhere to payroll policies and properly use the timekeeping system with minimal manual changes.
• Maintain regular and consistent attendance.
• Adhere to Compliance Plan and HIPAA regulations.
• Take on special projects as needed and perform other duties as assigned.

Behavioral Expectations

• Continuous Learning: Attend staff meetings, training, seminars, and workshops as required.
• Customer Focus: Maintain client/customer confidentiality and privacy in accordance with HIPAA regulations and company Standards of Conduct. Foster appropriate communication and relations with supervisors, co-workers, and other staff.
• Quality/Process Improvement/Safety: Report issues of security, health, and/or safety to the appropriate supervisor as soon as practicable. Support and demonstrate safety throughout all duties. Follow established policies and procedures and comply with all regulatory standards set forth by governing entities.

Requirements

• High school graduate or equivalent.
• Previous call center experience, preferably in the healthcare (Medicare/Medicaid) setting.
• Bilingual (Spanish) requested but not required.

Skills & Abilities

• Ability to build community relationships, drive self-generated sales, and meet sales goals and metrics while working independently.
• Strong organizational, interpersonal, communication, and presentation skills.
• Knowledge of Microsoft Word, Excel, Outlook, and PowerPoint.
• Positive and encouraging attitude with other sales representatives; adopts a team mentality.
• Willingness and ability to read, write, speak, and understand English, with the communication skills necessary to provide accurate information to residents and staff.
• Willingness and ability to follow written and verbal directions in English.
• Willingness and ability to maintain confidentiality and privacy.
• Willingness and ability to interact professionally with all customers, members, and co-workers, individually and as part of a team.
• Willingness and ability to handle multiple tasks, adapt to changing priorities, and make appropriate judgments and decisions in a timely manner.
• Ability to prioritize tasks effectively.
• Willingness and ability to take initiative and be a self-starter.
• Willingness and ability to understand and comply with Federal, State, and local regulations.

Licensure & Certification

• California Life and Health License required (company will reimburse the cost of the license fee after 6 months of successful employment).
• Valid state driver's license.

This is a commissionable position as long as the employee maintains an active and valid CA Life & Health License.