Telesales Representative

Employment Type: Full time Anticipated Weekly Hours: 40 Time Type: Full time Pay Range: $15.00 - $24.23

Position Overview

At Aetna, CVS Health, we are seeking top talent to join our team as a Telesales Representative. This role is directly responsible for building a book of business through the acquisition of new members, utilizing a state-of-the-art lead generation platform supported by real-time analytics. Upon acquisition, the Telesales Representative will own the member relationship throughout the year, serving as the primary contact for member inquiries related to plan benefits, product and service offerings, and resolving issues with product utilization. This position is part of a high-performing team with a strong emphasis on personal and professional development and career growth.

Responsibilities

• Acquisition of new members via inbound and outbound calls.
• Assessing customer needs for products and services using insightful, probing questions and demonstrating superior listening skills.
• Servicing existing members and addressing inquiries related to product utilization, benefits, etc.
• Cross-selling ancillary and any other applicable products to existing members.
• Retention of existing members.
• Maintaining knowledge levels with respect to CMS and state regulations.
• Ability to multitask and effectively use a computer while interacting with prospects and members via phone.
• Ensuring that relevant information is captured in the Customer Relationship Management (CRM) system.

Accountabilities

• Meeting sales goals, conversion rates, and cross-sell rates for the acquisition of new members as outlined in the annual performance plan.
• Contacting prospective members within the time limit outlined in the annual performance plan.
• Achieving the member retention rate as outlined in the annual performance plan.
• Maintaining the highest levels of member satisfaction as measured by various member surveys and member retention rate.
• Demonstrating expert-level understanding of products, services, and processes offered by the company.
• Ability to pass, on an annual basis:
  • American Health Insurance Plans (AHIP)
  • Continued Education (CE’s)
  • Product Certification
• Adhering to required security and compliance standards, including client/carrier certifications and any required CMS certifications.

Qualifications

• A 4-year college degree or 1 to 2 years of experience selling multiple Medicare products (i.e., Medicare Advantage, Medicare Supplement).
• Life & Health insurance license is not required for employment but must be obtained within 60 days from the employment start date.
• Active use of a computer for carrying out daily job activities.
• Ability to multitask while talking on the phone.
• Excellent communication and listening skills.
• Self-starter with a positive attitude and the ability to control emotions when dealing with unhappy customers (i.e., “Customer is always right” attitude).
• Adaptable to a high-pressure, achievement-oriented environment.
• Drive to build, manage, and grow a book of business and become a successful entrepreneur.
• High level of computer proficiency, including but not limited to, the Microsoft Office package.
• Ability to quickly perform basic mathematical operations without the use of a calculator.

Company Information

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.