Health Net Work Values

Daily Duties at Health Net :

Supervised and developed teams within a broker liaison, member services and Claims Coach teams to successfully meet and exceed all call center requirements including call handling times, call accuracy and the highest levels of customer satisfaction. Act as supervisor to oversee hiring, appraisals/merit increases, promotions and all procedures and policies. Coached team via one on ones to meet/exceed call handling time from 450 seconds per call to exceed requirements at 380 seconds per call. Coached team via call monitoring and feedback to improve accuracy to 95% customer satisfaction as indicated by outside auditing and survey teams. Developed class of 18 new hires to meet requirements on pace to handle more calls, reduce call waiting time and improve service levels to 95%. Created brochures for new brokers to ensure full compliance in submitting new business and meet 100% of compliance standards. Created and presented information on the functions of broker relations in sales meetings which offered support for brokers and sales and increased efficiency. Created and implemented procedures for department manuals on all criteria for the Broker Relations phone reps to complete their duties efficiently. Standardized and improved procedure to monitor all brokers to ensure all commission paid brokers were licensed and renewed timely based on Department of Insurance requirements at 100% compliance Acted as a liaison between broker relations and the Web team to update information/additions to the current broker’s web pages, allowed greater access to renewals information and maintained business. Created goals and procedure standards for phone representatives within the broker relations department, including the creation of procedure manuals and department guidelines.

What they like about Health Net :

You highly value a work environment built on a formal structure, rules, and regulations. You do not enjoy the unpredictability of shifting priorities and deadlines that upset your routine. You require and enjoy direction, input and accountability as part of your work environment. You have a strong need to participate in making key decisions and feel left out if your superiors or co-workers do not seek your input when making decisions. You thrive on providing good customer service to both internal or external customers, and doing so makes you feel good.

Tags

manager, supervisor

Skills

P&L responsibilities, Presentation, Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts., Technology Solutions, Sales Support, Software Implementation, Requirements Analysis & Specification, Leadership , trainer

These are some of the questions we asked our climbers about their experiences with Health Net :