Member Engagement Supervisor

Does the idea of applying your talents at a company that assists people in understanding how to obtain additional health care benefits and compensates well for doing so, inspire you? We call it “Doing good while doing well” and invite you to apply to join us and begin moving forward along a beneficial career path – one built on providing solutions by helping others navigate through the complex world of health care benefits.

Here at BeneLynk, our mission is to improve lives and positively impact social determinants of health barriers by providing our healthcare partners with the information they need, and people with the advocacy they deserve. We are laser-focused on our longstanding area of expertise in the healthcare world. We fully understand barriers and surface solutions, then provide the advocacy that changes lives and improves outcomes. Everything we do, from the systems we build, to our government relations, to our outreach operations, is in service of this one central vision.  

WHO WE ARE

We are big-hearted people, passionate about serving our health plan clients, their members, and each other. We are a team in every sense of the word, striving toward a common mission – that is the goal of everyone at BeneLynk. Every day, we are relentless in helping people who need essential resources to make their lives easier and healthier. The members we serve call us "miracles," "kind," "professional," "human," and "compassionate," and all with "service that gets the job done." We pride ourselves on creating a healthy environment for our employees to thrive in their ability to assist others.

MEMBER ENGAGEMENT SUPERVISOR/CALL CENTER SUPERVISOR 

POSITION SUMMARY

We are actively seeking an experienced Contact Center Supervisor to supervise and lead their direct report Team Leaders and their teams that conduct telephonic outreach services to assist low-income Medicare beneficiaries. The Supervisor will manage and guide their teams, day-to-day activities, help motivate the team to achieve organizational goals, and assist with developing and implementing timelines and plans to achieve targets. We would especially like to hear from candidates who have supervised teams to consistently exceed their performance goals and that have helped reduce their contact center employee turnover rates. If you are a true leader and are ready to guide, develop, assist and delegate to your dedicated team of contact center agents to help them achieve their maximum potential then you are encouraged to apply! If you are Bilingual, that is a plus.

KEY RESPONSIBILITIES

1. Set clear team goals and KPIs consisting of metrics on how to identify eligibility and assist with enrollment in Medicare Savings Programs/Medicaid.  
2. Coach. As a supervisor, you have a responsibility and need to develop others to succeed in their roles and prepare for future roles. 
3. Oversee day-to-day teams' operation and performance.  
4. Ensure contact center agents and team leads understand and comply with all call center objectives, performance standards, and policies.   
5. Create a healthy and motivating work environment and atmosphere. 
6. Answer agent and team lead questions regarding best practices or difficult calls.   
7. Identify operational issues and suggest possible improvements.   
8. Monitor and evaluate agent and team lead performance, provide learning or coaching opportunities, and escalate to the Manager for corrective action, if necessary.    
9. Prepare reports and analyze data to assist management as they determine call center goals.    
10. Work with other management team members to support agents and maximize customer satisfaction.  
11. Maintain current knowledge of state and federal regulatory requirements to adhere to strict compliance of all aspects of BeneLynk’s operations. 
12. Demonstrate behaviors, actions, and attitudes that reflect BeneLynk’s vision, mission, and values.  
13. Other duties as assigned.  

QUALIFICATIONS  

1. Education – Bachelor’s Degree (preferred) or equivalent work experience.  
2. Experience – 5 years experience with direct consumer interaction, telephone sales experience, Medicaid program experience preferred. Demonstrated application of persuasion and ability to engage individuals over the phone, data entry, and related computer skills. The ability to effectively manage a team of up to 25 agents. 
3. Language Skills – Excellent oral communication skills; ability to communicate with elderly individuals and state government personnel; bi-lingual (English & Spanish) preferred  
4. Reasoning Ability – Ability to analyze and interpret governmental program criteria; ability to interact and decipher information via telephonic or correspondence inquires.   

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successful perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT 

This role is a remote position.

POSITION TYPE/ EXPECTED HOURS OF WORK 

Full-time /Non-Exempt (Hourly)  

HOURS

This position will operate in accordance with the EST time zone.

SALARY 

• This role’s maximum salary is $50,000 USD annually
• Based on experience

EMPLOYEE BENEFITS

We offer competitive salaries and benefits here at BeneLynk, as we truly value our employees and the amazing work that they do each day. Please see below for a list of some of our awesome employee benefits:

• Monthly Bonus Incentives   
• Medical, Dental, Vision and Employee Assistant Program Benefits  
• 401K Match   
• 15 Paid Days Annually
• Excellent Growth & Advancement Opportunities

EMPLOYEE PERKS 

Work hard, play hard! Having an engaged workforce and positive work environment is one of our top priorities here at BeneLynk. We do so through numerous initiatives that can be found below. We like to call our virtual work community, “The Bene-Verse”. We also have an internal Culture Ambassador committee dedicated to ensuring all employees have a pleasant and exciting work experience.  

Monthly Company Town Hall Events: We love the opportunity to come together as a company. Join us monthly as we discuss exciting company updates, internal promotions, internal awards, upcoming events, and more!

Monthly Internal Mental Health Newsletters: Our Culture Ambassadors spearhead an internal newsletter centered on mental health topics. Our employees’ overall wellbeing is our top priority, so we like to provide support whenever it is needed through this uplifting internal newsletter.

Monthly Streaming Services Perk: Yes- we pay YOU to enjoy the television shows that you enjoy! We pay up to a $12 per month for any streaming service subscriptions that you currently have.

Tickets at Work Perk: Enjoy discounted movie tickets, hotel stays, and more through our company’s ‘Tickets at Work’ perk!

Monthly Lunch & Learn Events: Meet key members of our Senior Management team through engaging Lunch & Learn sessions on a monthly basis. Lunch is on us for those employees that sign up!

Monthly Bene-Verse Events: We put on awesome monthly events for our employees including virtual trivia, team building exercises, guided painting sessions, and more!

EEO STATEMENT

At BeneLynk, we don’t just accept differences; we celebrate, support, and thrive on them for the benefit of our employees, our products, and the communities that we serve. All employees share in the responsibility for fulfilling this company’s unwavering commitment to equal employment opportunity. BeneLynk is an equal opportunity employer, and as such, employment here is solely based on a person's merit and qualifications directly related to their professional expertise. BeneLynk does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, military status, marital/familial status, pregnancy, or related condition, including breastfeeding, or any other classes protected by law.

It is BeneLynk’s policy to comply with all applicable federal, state, and local laws pertaining to nondiscrimination and equal opportunity. The company's EEO policy, as well as its affirmative action obligations, includes the full support of the company, including its Chief Executive Officer because it's just the right thing to do and we hope that you think so too.

If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR team.  

E-VERIFY

BeneLynk participates in E-Verify. We will provide the U.S. Social Security Administration (SSA) and, if necessary, the U.S. Department of Homeland Security (DHS) with information from each new employer’s Form I-9 to confirm work authorization.  

***Offer of employment is contingent upon the results of a required background and drug screening.***  

*** Applicants such as Call Center Representatives, Contact Center Representatives, Customer Service Representatives are encouraged to apply.***

*** Applicants with prior experience in benefits enrollments or experience in the finance or mortgage industry verifying income are encouraged to apply***