Job Description

Community Health Choice, Inc. (Community) is a non-profit managed care organization (MCO), licensed by the Texas Department of Insurance. Through its network of more than 10,000 providers and 94 hospitals, Community serves over 400,000 Members with the following programs:

* Medicaid State of Texas Access Reform (STAR) program for low-income children and pregnant women

* Children’s Health Insurance Program (CHIP) for the children of low-income parents, which includes CHIP Perinatal benefits for unborn children of pregnant women who do not qualify for Medicaid STAR

* Health Insurance Marketplace Plans that offer individual health coverage that includes preventive care, emergency services, prescription drugs, and hospitalization available to all, regardless of pre-existing conditions.

* Community Health Choice (HMO D-SNP), a Medicare Advantage Dual Special Needs plan for people with both Medicare and Medicaid that combines Medicare Part A and Part B benefits, Medicare Part D prescription drug coverage, and Medicaid benefits with additional health benefits like dental, vision, transportation, and more.

Improving Members' experiences is at the heart of every Community position. We strive every day to make sure that our Members have access to the high-quality health care they need and deserve.

Community is accredited by URAC for its health plan operations. We offer care management programs for asthma, diabetes, and high-risk pregnancy. An affiliate of the Harris Health System (Harris Health), Community is financially self-sufficient and receives no financial support from Harris Health or from Harris County taxpayers.

Skills / Requirements

JOB SUMMARY 

The Business Development Coach will create a Customer Experience Culture by providing daily skill development and coaching of Business Development Agents to promote positive communication, service excellence, customer onboarding, Member outreach and encourage teamwork in a Sales and Outreach Environment. They will be responsible for coaching and developing a team of Business Development Agents to exceed the performance metrics, sales goals, deliver excellent customer service, build strong relationships in the community, develop creative partnerships to better serve our members and comprehensive project management support to our sales team. In addition, they identify coaching opportunities from quality assurance monitoring for inbound and/or outbound contacts of the Business Development Agents as well as identify coaching opportunities for the Field Agents. The Business Development Coach and Project Coordinator will ensure that accurate information is provided professionally, courteously and consistently while providing quality and efficient customer service to Consumers, Members, and Brokers. This includes but is not limited to, assisting with motivating, recognizing, and rewarding coaching, providing input for counseling, training, and problem solving. Maintain confidentiality of sensitive employee, customer, and company data without exception. 

JOB SPECIFICATIONS 

Coaching and Development 
Responsible for coaching and developing team members to improve performance, focusing on metrics and customer experience behaviors.
Set performance goals for Business Development Representatives and provide ongoing feedback through call reviews and field coaching.
Identify training opportunities and create coaching plans to support agent development, using performance metrics and discipline steps as needed.
Track agent progress, ensuring awareness of daily/weekly/monthly performance through goal reviews and statistical analysis.
Facilitate leadership discussions on performance trends, process improvements, and operational efficiencies.
Conduct calibration sessions and utilize behavioral coaching models to deliver effective feedback.
Monitor customer interactions via calls, events, and WFM tools to assess efficiency and quality.
       Provide timely follow-ups to inquiries and ensure continuous improvement in customer experience.

Performance Management 
Develop and timely deliver the Business Development Agents Monthly Coaching and Scorecard results (Includes running, obtaining the necessary reports for areas monitored within the Scorecard) 
Maintain a Team Average that Meets the Expectations or above on an annual basis Provides the Leadership Team feedback for performance evaluations/reviews.
Sets performance goals and objectives and provides to appropriate leadership. 
Oversees the employee issues regarding attendance and performance and delivers to the Leadership Team the proposal of appropriate corrective action as needed.
Review data and proactively look for trends that could lead to process improvements, behavioral trends, operational efficiencies, and improvements in customer experience. 
Listen to inbound customer phone calls and observe Workforce Management (WFM) tool (screen capture) to monitor agent efficiency, effectiveness, and quality.

Project Coordination 
Plan, organize, and execute sales coaching and training initiatives, ensuring projects are completed on time and within budget.
Develop and manage project timelines, track progress, and make necessary adjustments.
Coordinate resources effectively, including training materials, scheduling, and communication.
Conduct research and analyze data to inform project decisions and measure project success.
Collaborate with sales leadership, training teams, and other stakeholders to ensure project alignment with business objectives.
Effectively manage multiple projects simultaneously while maintaining attention to detail.
Support the Director of Sales in various operational duties and tasks as needed to enhance sales team performance and achieve overall sales goals.

Actively contributes to achievement of departmental goals, as identified in Departments annual business plan, including specific departmental process improvement plans, and other duties as planned.

QUALIFICATIONS: 

Education/Specialized Training/Licensure: Bachelor's in business, Human Resources, Training, or a relevant required. 

Field Life License within 90 days of hire required.

Work Experience (Years and Area): Three (3) years of experience in a Managed Care Customer Service Center. Should possess extensive knowledge of health insurance programs.

Management Experience (Years and Area): Proven experience as a Sales Supervisor/Coach or similar role (preferably with Medicare and Marketplace Insurance).

Software Proficiencies: Microsoft Office (Word, Excel, Outlook)

Other: Strong Project Coordination Skills: 
Ability to plan, organize, and execute projects effectively.
Excellent time management and prioritization skills.
Proficiency in project management methodologies and tools.
Strong analytical and problem-solving abilities.
Excellent communication and interpersonal skills for effective stakeholder management.
Proficiency in CRM systems and sales tools.
License with General lines Life and Health insurance preferred.
Proficiency in Salesforce.
Advanced knowledge of using Excel and PowerPoint.
Thorough understanding of modern training principles.
Excellent communication skills with the ability to motivate people.
Strong analytical and problem-solving skills.

Application Instructions

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