À propos
MDVIP: Transforming Primary Care, One Patient at a Time MDVIP is a national leader in personalized healthcare, empowering over 425,000 members to achieve their health and wellness goals through a network of more than 1,400 concierge primary care physicians. Our program emphasizes preventive medicine, offering comprehensive screenings, advanced diagnostics, and individualized wellness plans. Recognized as a Great Place to Work since 2018, MDVIP is committed to excellence in patient care and employee satisfaction. Position Summary
Manages and develops business relationships with MDVIP affiliated physicians and prospects through assigned inbound and outbound telephone sales and survey campaigns. Ensures staff is properly trained to effectively execute campaign strategies according to the company's direction. Oversees sales representatives' performance executing campaigns to achieve goals and objectives and schedules weekly 1:1 sessions for direct reports. Develops effective quality measurements for all sales staff and regularly communicates feedback to staff. Performs a variety of reporting measurements and audits and communicates findings to leadership. Provides remote supervision as Manager on Duty (MOD) as assigned, and supports Member Services as needed, including cancelations, reinstatements, and general membership inquiries. Key Responsibilities
Sales and Operational Responsibilities Coordinates special campaigns and schedules staff for special projects. Implements continuous process improvements for call handling to increase productivity, quality, and profitability. Conducts 10 quality control assessments on each sales representative per month. Leads sales huddles to share information. Participates in management calibration sessions for quality improvements. Ensures new records and sales transactions are accurate and complete and database is updated timely. Performs sales audits and other special audits, as defined. Ensures prompt and courteous response to customer inquiries received in the Patient Care Center. Ensures website and email inquiries are responded to promptly. Maintains reporting on agent productivity, goals, and marketing information. Creates and manages sales campaigns and related voice shots. Manages voice shot support from third party online vendor. Builds strong working relationships with the Implementation team to ensure team success. Supervisory Responsibilities Effectively responds to staffing and employee relations and/or performance issues in a timely manner. Provides coaching and feedback to direct reports. Assists in the selection process for new hires and ensures effective training resources are provided. In collaboration with the Patient Contact Leadership team, maintains staffing levels for maximum productivity and quality. Accounts for attendance of staff and documents all HR requirements. Implements policies, procedures, programs including training, goal setting, standards, and benchmarks to evaluate staff performance and continuously improve processes/procedures. Assesses performance and provides consistent feedback to team members. Collaborates with Patient Contact Center Leadership team to deliver training, documentation, and process improvement for all areas of responsibility. Key Competencies
Excellent communication (verbal and written), listening, and rapport-building skills Proficient troubleshooting and problem-solving skills Ability to establish priorities, work independently, and manage objectives with little supervision. Ability to identify, handle and resolve recurring issues. Identify trends and suggest improvements in product and process. Knowledge of modern office procedures and methods including telephone communications, office systems, and organized record keeping. Type 45 words accurately per minute. Develop and train new employees to successfully provide excellent customer service while meeting service level goals. Minimum Qualifications
Associate degree. At least 3 years related supervisory experience in a supervisory or management capacity within a high-volume call center, focused on sales and service. Proficient in Microsoft Office applications, with intermediate skills in Outlook, Excel, Word and PowerPoint required. Why Join MDVIP?
Be part of a mission-driven organization leading innovation in personalized healthcare. Drive transformation and growth in a dynamic, fast-paced environment. Competitive compensation: attractive base salary complemented by performance-based incentives for eligible roles. Comprehensive benefits: health, dental, vision insurance, and retirement plans. Professional development: access to ongoing training and leadership development programs. Positive work environment: consistently recognized as a Great Place to Work, fostering a culture of collaboration and excellence. MDVIP is an Equal Opportunity Employer and is committed to fostering an inclusive and diverse workplace. We welcome applicants of all backgrounds and do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected status. We believe that diversity and inclusion drive innovation and strengthen our company culture. If you require accommodation during the application or interview process, please let us know, and we will be happy to assist. Our compensation reflects the cost of labor across appropriate US geographic markets. Pay is based on several factors including but not limited to market location and may vary depending on job-related knowledge, skills, and education/training and a candidate's work experience. Hired applicants are offered annual incentive compensation programs, subject to applicable eligibility requirements. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company's performance. The company offers the following benefits for this position, subject to applicable eligibility requirements. Medical/prescription drug coverage, Dental coverage, Vision coverage, Flexible Spending Account, Health Savings Account, Dependent Care Flexible Spending Account, Basic and Supplemental Life Insurance & Accidental Death and Dismemberment, Disability Income Protection Plan, Employee Assistance Program, 401(k) retirement program, Vacation, Paid Holidays and Personal time, Paid Sick and Family and Medical Leave time as required by law.
Compétences linguistiques
- English
Avis aux utilisateurs
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