Mass General Brigham Health Plan is an exciting place to be within the healthcare industry. As a member of Mass General Brigham, we are on the forefront of transformation with one of the world's leading integrated healthcare systems. Together, we are providing our members with innovative solutions centered on their health needs to expand access to seamless and affordable care and coverage.
Our work centers on creating an exceptional member experience - a commitment that starts with our employees. Working with some of the most accomplished professionals in healthcare today, our employees have opportunities to learn and contribute expertise within a consciously inclusive environment where diversity is celebrated.
We are pleased to offer competitive salaries, and a benefits package with flexible work options, career growth opportunities, and much more.
The Supervisor will help support the Director of Medicare Sales in overseeing the Sales Team. This will include monitoring, coaching when needed, and stepping into the queue as needed to take sales calls.
The Medicare Sales Supervisor will answer inquiries from our Sales Team, regarding the Medicare Advantage plans. The Supervisor must keep up to date with any Med Advantage regulations as well as changes to the regulations. They must be able to clearly communicate that information to the Sales Team. The Supervisor will be expected to handle escalated member calls as well as support Sales and other departments as Mass General Brigham Health Plan grows.
The Supervisor must have a solid understanding of the CMS regulations associated to the product, specific requirements for handling sales calls and taking enrollments. Since this product is highly regulated, they must understand what can and can't be communicated and what correspondence requires CMS approval. The Supervisor will also be expected to attend Med Advantage project teams, assist in the development of any documents that need to be create as well as clearly communicate decisions to the appropriate Sales department members.
Essential Functions
- Supervises and directs daily activities of a team of Inside Sales Reps, including weekend work when needed.
- Provide real-time monitoring of CXOne queue to maintain appropriate service levels.
- Make staffing adjustments as needed on an ongoing basis
- Provides coaching regularly and focuses on staff development
- Assist in researching complaints/grievances and reporting on results to our A&G and Compliance Teams.
- Creates real-time learning opportunities out of everyday scenarios on a regular basis
- Manages staff productivity and quality
- Drives team performance
- Provides support to our Field Sales Team, to include attendance at Sales Meetings and/or Provider work in the Communities we serve.
- Assist in completing Field Monitoring for Compliance to record 2 field monitors per Rep, per Month
- Assist in supporting our Broker Channel, to answer questions when needed, conduct trainings in preparation for AEP, and represent the Plan at Broker Field Events when applicable.
- Support the Broker Operations Coordinator in the contracting process to onboard new Brokers and renew existing ones.
- Review Broker Commissions for accuracy and timely distribution
- Acts as an information source to staff questions, provides instructions, assigns tasks, and follows up.
- Manages and resolves escalated prospect issues and questions in an accurate and timely manner and sees the issue through to completion.
- Triages issues to resolution and educates staff of cause/resolution.
- Utilizes technology to ensure staff is managing workload appropriately.
- Anticipates and meets, or exceeds, internal and/or external customer expectations and requirements; establishes and maintains effective relationships with customers and gains their trust and respect.
- Communicates information impacting staff promptly and effectively.
- Documents and implements corrective actions and works with Human Resources to manage performance.
- Can manage time well in order to devote attention to development.
- Provides on-the-job training to staff as needed.
- Inform, engage, inspire, motivate, and actively listen to employees.
- Make decisions that put the needs of the people we serve-our members, providers, brokers, and employers-front and center.
- Communicate and cascade information to employees in a timely manner and actively participate in the success of cross-organizational programs and initiatives.
- Identify/create processes and align resources to accomplish key objectives; clearly convey and assign clear accountability for important objectives, deadlines, and expectations.
- Hire, participate in, and/or recommend development measures and disciplinary actions up to and including termination; evaluate performance and supervise the work of all direct and indirect reports following established organizational policies, procedures, and practices.
- Set clear goals and objectives, use metrics to measure performance, and hold employees accountable.
- Provide coaching to improve performance and hold regular development meetings
- Persist in accomplishing objectives to consistently achieve results despite any obstacles or setbacks.
- Build strong relationships and infrastructures that designate Mass General Brigham Health Plan Partners as a people-first organization.
Qualifications
- High school diploma or equivalent required; Bachelor's degree preferred
- At least 3-5 years of experience in a supervisory or leadership role within a healthcare call center or sales environment required
- Health Producers License
- AHIP certification (must obtain within 3 months of employment)
Working Conditions
This role is mostly remote, with roughly 1 meeting per month Hours of operation will be 8:00AM to 8:00PM seven days a week from October to April, and Monday through Friday from May to September. The Supervisor will support working with BroadPath for overflow calls, as well as nights and weekends There will be some weekend Supervisor requirements during the Annual Enrollment Period, October 1st to December 7th each year.
Mass General Brigham Health Plan Holding Company, Inc. is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
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Mass General Brigham Health Plan
Jul 30, 2025