Medicare Sales Support Operations Lead

Job Description

Job Description

Medicare Sales Support Operations Lead

Role Type: Full-Time, Employee of the Company (Not a temp or contract assignment)

Shift: Monday–Friday, Daylight hours (Occasional evening or Saturday shifts may be required based on business needs or peak enrollment periods)

Work Arrangement: Hybrid (On-site with some work-from-home flexibility)

Location: Pittsburgh, PA 15219

New Hire Starting Salary Range: $22.52 – $26.24 per hour, to start

About the Opportunity

This is a permanent, full-time leadership career opportunity within a major regional insurance and managed care division. If selected, you will be hired directly as a regular employee of the organization we represent. You will be on their payroll and eligible for their full suite of benefits from your start date. This is not a temporary, contract, or "temp-to-hire" role. This position offers a dynamic hybrid workspace, combining cooperative on-site operations at a premier downtown corporate headquarters with remote flexibility.

Purpose

The Medicare Sales Support Operations Lead provides vital day-to-day leadership, operational coordination, and advanced functional support to the Medicare & Special Needs Plans (SNP) sales assistance team. The primary objective is to drive health plan membership growth and retention by overseeing phone-based outreach, broker support activities, enrollment workflows, and CRM database accuracy. Serving as a primary escalation point, this leader ensures strict compliance with federal guidelines while directly fostering the coaching, performance, and operational readiness of frontline representatives.

Responsibilities

• Daily Team Leadership: Provide guidance, coaching, and real-time support to sales support representatives to maintain service, compliance, and enrollment standards.
• Workload & Queue Management: Monitor team inbound/outbound queues, staff schedules, and coverage metrics to consistently meet strict service level expectations during standard operations and peak seasonal periods.
• Escalation Resolution: Serve as the first-level escalation point for complex broker, member, or enrollment issues requiring advanced research, case resolution, or cross-functional coordination.
• Regulatory Compliance: Maintain advanced operational knowledge of Medicare regulations, Centers for Medicare & Medicaid Services (CMS) guidelines, and internal policies to minimize organizational compliance risks.
• Quality Assurance & Auditing: Oversee routine quality reviews, call recordings, and audits related to telephonic enrollments and CRM data entry to identify trends and mitigate process risks.
• Performance Analytics: Utilize CRM platforms and reporting tools to monitor team metrics, track performance indicators, and support data-driven operational decisions.
• Training & Documentation: Support the onboarding and continuous development of new hire personnel through structured feedback, while creating and maintaining training job aids and desk guides.
• Cross-Functional Collaboration: Partner actively with internal Sales, Enrollment, Workforce Management, Training, Quality, and IT groups to resolve time-sensitive operational discrepancies.

Minimum Essential Requirements

• High School Diploma or GED.
• Minimum of two years ’ experience in an Insurance, Managed Care, or Benefits Administration environment
• Technical Proficiency: Strong PC skills with advanced keyboard dexterity and proficiency navigating MS Office applications and enterprise CRM systems.
• Analytical & Communication Skills: Strong analytical ability to evaluate performance data, paired with excellent organizational, interpersonal, and verbal/written communication skills.
• Leadership Development Pathway: Must successfully complete the organization's internal health plan leadership training track and receive a formal certificate of completion within one year of hire or transfer into the role.

Future Performance-Based Earning Potential

This role offers a structured path for financial advancement. Through consistent high performance, leadership development, and continuous learning over time, employees have the opportunity to earn up to $37.40 per hour .

Premier Benefits

• Exceptional Retirement Package: Retirement plans with employer matching. Combined, the organization contributes up to 8% of your eligible pay toward your future.
• World-Class Healthcare: Access preventive care and specialty services through an exclusive provider network.
• Generous Paid Time Off: Enjoy up to 5.5 weeks of PTO per year, plus 7 paid holidays, with unique options to buy or sell PTO days to fit your lifestyle.
• Tuition Assistance: Benefit from up to $6,000 per academic year in tuition reimbursement, plus exclusive tuition discounts at over 30 partner colleges and universities.