Sales & Distribution Support Advisor, Individual Dental - Cigna Healthcare - Remote

The Cigna Group

1d•$92,900 - $154,800•Remote

About The Position

This role is responsible for providing support to Management on Sales Operations matters related to internal and external Direct to Consumer (DTC) Sales, Member Retention, and Broker Support call center teams for Cigna Individual Dental. This operational support includes the coordination of resources to assist leadership in driving sales performance in addition to agent and member experience. Matters and tasks related to the operational efficiency and effectiveness of the overall Sales Operations team will be a primary focus of this role. This individual will be responsible for enhancing current processes and developing new procedures to drive overall call center performance and experience for both call center agents and members. This person will assist in reporting of sales activities, drive agent onboarding to ensure agents are ready to sell, and generally focus on streamlining task-oriented processes within the Sales Operations team such as the establishment and creation of SOP’s.

Requirements

BA/BS in business, communications, health care, or proven related experience
5+ years call center Sales Operations experience or related combination
Strong process improvement background and experience documenting SOP’s
Solid knowledge of the health insurance industry, regulations, and rules
Solid understanding of call center technology, terminology, and environment
Experience identifying call center technology gaps, obtaining solutions, and effectively implementing
Strength in gaining consensus across internal and external partners
Ability to work within a complex and rapidly changing regulatory environment
Excellent verbal, written, and Microsoft Outlook skills
Solid organizational and time management skills
Ability to multi-task and handle numerous projects simultaneously
Willingness to travel (5% to 15%)

Responsibilities

Partner with a team of individuals supporting DTC Sales, Member Retention, and Broker Support call center oversight.
Implement automated sales performance reporting to drive transparency and accountability.
Support agent onboarding processes related to systems access, state licensing, and appointments to ensure agents are ready to sell.
Develop, maintain, and distribute reporting related to operational disciplines and agent behavior which impact overall agent efficiency.
Focuses on documenting and creating SOP’s related to Individual Dental Sales Operations.
Act as a liaison to our Quality and Compliance team to ensure a best-in-class experience is being provided to our consumer.
Provide and report out on trending related to sales and retention related KPI’s including progress towards organizational goals.
Interpret internal or external issues and recommends solutions/best practices.
Partner with overall Individual Dental Operations teams to identify ways to improve efficiency while enhancing customer and agent experience.