Behavioral Health Sales & Customer Support Sr Specialist - Hybrid (PA/NJ/DE)
Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve.
The Behavioral Health Sales & Customer Support Sr Specialist is a senior individual-contributor role serving as the subject-matter expert (SME) on the organization’s behavioral health (BH) product and service offering. This role maintains current, in-depth knowledge of the BH portfolio and acts as the liaison between the core BH business, Product, and the sales and account-executive teams supporting customers. Rather than functioning as a purely analytical role, the Sr Specialist serves as a sales-facing BH expert—translating clinical and operational capabilities into compelling, customer-ready value propositions.
Acting as a “BH sales representative” for bids and presentations, the Sr Specialist participates directly in sales discussions, helps prepare and customize sales decks and collateral, and supports account executives in managing customer issues and escalations. The role also contributes to sales communications strategy, go-to-market (GTM) revisions, customer reporting enhancements, revenue-opportunity planning, and strategic evaluation of new capabilities and partnerships—helping to grow behavioral health membership and improve win rates.
This role collaborates closely with Behavioral Health Clinical and Business Leadership, Product, Sales and Account Management, Marketing/Communications, Analytics/Reporting, Network, and Strategy partners to keep the BH offering well-represented, sales-ready, and responsive to customer needs.
Key Responsibilities:
BH Subject-Matter Expertise & Sales Support
• Serve as the behavioral health SME in sales discussions, bids, finalist presentations, and customer meetings, articulating the BH product, service model, clinical capabilities, and differentiators to prospects and customers.
• Act as a “BH sales representative” for competitive bids and presentations, partnering with account executives and sales leadership to position the BH offering effectively.
• Maintain current, expert knowledge of the BH offering—including products, services, vendors, network, and clinical programs—serving as the trusted liaison between the core BH business, Product, and sales teams.
Sales Communications & Collateral Development
• Contribute to sales communications strategy, including support of go-to-market (GTM) revisions, messaging, and positioning for the behavioral health portfolio.
• Develop provider- and member-facing collateral, ensuring materials are accurate, on-brand, compliant, and aligned to the BH value proposition.
• Prepare and customize sales decks and bid-specific collateral to address individual customer needs and support win rates, tailoring content for specific opportunities, industries, and buyer audiences.
Sales Enablement & Customer Support
• Provide cross-functional sales enablement support, equipping account executives and sales teams with talking points, competitive positioning, FAQs, and BH product knowledge.
• Support management of customer issues and escalations brought forward by the account-executive team, coordinating with BH operations and Product to drive timely, satisfactory resolution.
• Enhance BH customer reporting, partnering with analytics and operations to improve the clarity, relevance, and value of behavioral health reporting delivered to customers.
Revenue & Strategic Opportunity Planning
• Lead revenue-opportunity planning, including evaluation of behavioral health carve-in targets and identification of growth and cross-sell opportunities.
• Support strategic planning through discovery and evaluation of new capabilities and partnerships that strengthen the BH offering and competitive position.
• Monitor market, competitor, and customer trends to inform product positioning, GTM strategy, and prioritization of enhancements.
General Responsibilities
• Serve as a central point of coordination and communication between BH, Product, and Sales, ensuring alignment, documentation, and follow-through on customer commitments.
• Maintain accurate, version-controlled libraries of decks, collateral, and reference materials for reuse across the sales organization.
• Maintain compliance with HIPAA, CMS, state regulations, and company policies regarding member and customer information and data privacy.
Qualifications
Education
• Bachelor’s degree in Business, Marketing, Healthcare Administration, Public Health, Psychology, Social Work, or a related field required.
• Master’s degree (e.g., MBA, MHA, MPH, MSW) preferred.
Experience
• 5+ years of experience in healthcare, managed care, or behavioral health, including sales support, account management, product, or client-facing operations.
• Demonstrated experience supporting sales cycles, bids/RFPs, or customer presentations, ideally within a health plan, behavioral health, or managed care setting.
• Experience developing sales collateral, customer reporting, or product/marketing materials strongly preferred.
• Experience supporting commercial, Medicare Advantage, and/or Medicaid lines of business preferred.
Technical Skills
• Strong proficiency with Microsoft Office (PowerPoint, Excel, Word, Outlook) and collaboration tools (e.g., Teams, SharePoint).
• Proficiency creating executive-ready, persuasive sales decks and collateral; familiarity with data visualization and reporting tools (e.g., Power BI, Tableau) a plus.
• Familiarity with CRM/sales platforms (e.g., Salesforce) and behavioral health products, networks, and service models.
Competencies
• Strong presentation, storytelling, and persuasive communication skills, with the ability to represent BH credibly in front of customers and prospects.
• Deep product and clinical curiosity, with the discipline to stay current on a fast-evolving behavioral health offering.
• Excellent cross-functional collaboration and stakeholder-management skills across BH, Product, and Sales audiences.
• Customer-focused problem-solving orientation, with the ability to manage issues and escalations to resolution.
• Strong attention to detail, follow-through, and commitment to accuracy in customer-facing materials and reporting.
Preferred Qualifications
• Experience within a health insurance company, managed care organization, or behavioral health managed care organization.
• Knowledge of behavioral health products, carve-in/carve-out models, network strategy, and value-based care.
• Experience supporting finalist presentations, consultant/broker relationships, or self-funded customer sales.
• Familiarity with go-to-market strategy, sales enablement, and product marketing practices.
Success Measures
• Improved win rates and behavioral health membership growth through effective sales support and tailored collateral.
• High-quality, timely, and customized sales decks, bid materials, and customer reporting.
• Strong satisfaction from account-executive and sales partners on BH SME support and issue resolution.
• Actionable revenue-opportunity and carve-in evaluations that inform growth planning.
• Demonstrable contribution to GTM strategy, new-capability discovery, and BH competitive positioning.
Hybrid
Independence has implemented a “Hybrid” model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the “Hybrid” model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey or Pennsylvania.
Inclusion and Belonging
At IBX, everyone can feel valued, supported, and comfortable to be themselves, and all associates have a fair opportunity to achieve their full potential. We put these principles into action every day by acting with integrity and respect. Celebrating and embracing diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve.
About Our Company
Serving more than 8 million people nationwide, including 2.5 million in southeastern Pennsylvania, Independence Health Group — together with its subsidiaries — is the leading health insurance organization in the Philadelphia region. Our mission to build healthier lives for you, your family, and your employees shapes our actions and decisions every day.
At Independence, we see each of our members as an individual, with unique needs and concerns. We’re dedicated to harnessing the very latest ideas and technologies to deliver access to care that meets those needs and surpasses your expectations. For more information about Independence access our website at www.ibx.com. We’re revolutionizing health care, and our focus is on you!
Equal Employment Opportunity
IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.
Agency Disclaimer
All resumes submitted directly to an Independence Blue Cross employee from a vendor via email, the Internet or in any other form without a valid written search agreement in place for this position from the Independence Blue Cross Family of Companies Human Resources Department will be deemed the sole property of Independence Blue Cross and the Independence Blue Cross Family of Companies. Please note that no fee will be paid in the event the candidate is hired by Independence Blue Cross or the Independence Blue Cross Family of Companies as a result of the referral or through means other than our established process.