Agent Experience Manager

CVS Health

28d

About The Position

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day. Aetna, CVS Health is looking for top talent! The Agent Experience Manager is responsible for the daily management of Field Sales Representative programs to include overseeing defined training program, CRM and sales reporting. You will utilize a variety of educational media and a systematic instructional design methodology to ensure completion of training tools and programs for designated agents. The position will also continuously assess and report on the effectiveness of training programs as agents onboard and as they progress. You will assist in the daily operations of Field Sales Representatives including sales reporting, commission payments, policies and procedures development, and system readiness. The position will directly report to Director of Field Sales for Aetna.

Requirements

5-7 Years’ Experience within a Medicare Sales Organization
Experience overseeing multiple agents contracting with multiple carriers through defined onboarding and annual recertification program.
Experience working with key internal and external stakeholders to ensure optimized sales operations.
Experience working with Salesforce
Demonstrated success in individual contributor role as a noted self-starter.

Nice To Haves

Experience in a Field Medicare Organization

Responsibilities

Overseeing agent CRM management via Salesforce tool.
Coordinates training and continuing education programs, to include new product and existing product training.
Ensures Field Sales Representatives readiness utilizing defined onboarding program and by working with key internal and external stakeholders.
Coordinates with Sales team and leadership to provide additional resources to support Field Sales Representatives.
Compiles, readies, and tracks weekly and monthly sales analysis and reporting.
Tracks and reports on agent key compliance metrics, Sales reporting, CTMs/Grievances, Rapid Disenrollment’s, Product Declines and Lapses.
Works across Sales Organization, providing recommendations, and adjusts as directed by leadership.
Formalizes Sales Organization policy and procedures to include adapting existing and new policies and procedures to meet demands of the organization.
Accountabilities Interactive training programs to enhance CRM utilization.
Expert level of understanding state and federal programs and products for people on Medicare.
Expert level of understanding compliance programs for state, federal, and carriers.
Expert level understanding of services and processes offered by the company.
Expert level understanding of systems and programs utilized by the company.
Understanding of State and Federal licensing and contracting and appointment requirements.
Understanding State, Federal, and Organization Commission requirements.

Benefits

Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

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