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Supervisor Broker Medicare Resource Ctr

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Manages/supervises the Independence Blue Cross and AmeriHealth Broker Medicare Resource Center call center functions, including Broker Care Specialist employees, as well as direct contractors or those through third party vendors. Provides direction and support to staff in the execution of all sales, service and outreach initiatives. Develops new methods to improve broker engagement, sales, service, compliance, and satisfaction to enhance IBC FOC’s reputation and impact in the Medicare broker community. Oversees operations for onsite and offsite call center units. Ensures optimal unit effectiveness through monitoring of phone calls and emails. Makes and implements recommendations for improvement. Oversees training and career development of all staff members. This position reports to the Director of Medicare Sales.

Duties and Responsibilities:
  • Provides management oversight of activities to meet or exceed all unit goals as determined by IBC and CMS.
  • Responsible for the development and implementation of reporting processes to manage and track staffing resources, productivity, call volume and quality.
  • Maximizes technology and reporting processes to improve efficiencies.
  • Monitors staffing needs and quality measures for optimal performance.
  • Monitors staff, and provides feedback and coaching to ensure accuracy and completeness of information for broker and beneficiary interactions.
  • Selects, develops, completes appraisals and recommends compensation for direct reports.  Interviews and makes recommendations for hires and promotions.
  • Encourages professional progression of staff through Performance Management, coaching and counseling.  Establishes appropriate goals and performance standards and makes recommendations for the career paths and overall development of staff.
  • Contributes to the refinement and development of Medicare broker channel communication materials.
  • Develops action plans and strategies to address FMO, GA, broker and beneficiary call center issues identified internally or externally.
  • Coordinates with cross-functional areas to effectively address FMO, GA, broker, prospect and member service issues.
  • Writes and maintains updated, cohesive and compliant call center scripts for inbound and outbound calls and emails.
  • Serves as liaison for GA/FMO Call Vendors:  Coordinates call projects, ensures appropriate telephone coverage for optimal customer experience, responsible for coordinating and delivering training of staff, ensures compliance, and reviews daily, weekly, monthly and annual production reports, and timesheets and invoices for payment.
  • Works with retail partners to coordinate retail initiatives for external sales team. 
  • Performs additional duties as assigned.
Competencies and Key Actions

Human Capital Management

  • Staff development – Ensures that staff is appropriately selected, developed, utilized, appraised and rewarded so that performance objectives are met.
  • Performance management – Provides effective motivation and accountability for the meeting of unit goals. Continually identifies competency gaps and development needs and works to drive results and reinforce high performance standards.
  • Mentoring – Mentors and develops staff. Trains staff in the use of sales/customer relationship tools/techniques. Evaluates staff and ensures that their skills are developed and that they are preparing for increasing levels of responsibility within the organization.
  • Empowerment – Sees that staff has appropriate decision rights and authority. Ensures that service issues within the area are resolved, allowing representatives to focus on maximizing broker opportunities.

Strategic Planning

  • Strategic Thinking – Strong understanding o f market trends, competitive environment and healthcare industry.
  • Vision – Communicates unit goals with staff so that unit initiatives connect with individual goals and daily activities.

External Customer Relationship Management

  • Clear Communication – Engages in clear and concise exchange of information to educate external customers through understanding and anticipating their needs.    
  • Customer Focus – Builds external customer confidence through honest communication and effectively managing expectations. Responds to customers in a manner that generates satisfaction or exceeds expectations.
  • Knowledge and Technical Expertise
  • Product Knowledge – Has a comprehensive knowledge of IBC FOC, Medicare and competitor products and services.
  • Knowledge of internal operations – Demonstrates an understanding of IBC operations and an ability to work across the different functional areas.
  • Industry and competitive knowledge – Has a thorough understanding of competitive environment, marketing strategies and healthcare environment
 Teamwork and Collaboration
  • Teamwork – Works with management and non-management staff to facilitate working relationships and accountabilities which achieve unit goals.
  • Communication – Communicates effectively regarding corporate initiatives and strategy for the building of an effective sales and outreach team.  
Position Qualifications
  • Bachelor’s degree in related field or equivalent work experience.
  • The qualified candidate will possess a minimum of 5 years’ progressive experience in a Medicare/healthcare role, preferably within a health or managed care organization. 
  • Advanced knowledge of Medicare guidelines
  • Previous experience managing and motivating a staff to high levels of productivity requested, as well as call center experience preferred.
  • Self-motivated, highly organized and detail oriented, as well as above average problem solving, analytical and verbal and written communication skills are required. 
  • The ability to manage projects and customer expectations to a successful conclusion is essential.
  •  Demonstrated ability to interact with all levels is required.
  •  The ability to achieve results in an environment where direct control of resources needed to accomplish assigned tasks is not the norm.
  •  Knowledge of federal and state telecommunication laws and regulations is desired. 
  • Working knowledge of Microsoft Office Suite and functional specific software (such as SLIQ, SLX, etc.) required. 

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

Independence Blue Cross is an Equal Opportunity and Affirmative Action 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. 

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