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Willis Towers Watson

Case Management Director


Enrollment & Retention Manager

How the Position Works

The Enrollment & Retention Manager will serve as the point of contact for Tranzact’s Medicare Advantage business team, they will act as an internal champion to maximize the number of customer policies placed versus submitted applications. The goal for this position is to ensure the highest levels of customer service while maximizing revenue and implementing the best practices to improve sales quality and customer retention. They will manage the relationship between the customer and Tranzact’s internal case management team. The Enrollment & Retention Manager will serve as an SME with a focus on TZ’s carrier partners operations and underwriting requirements and will serve as an internal liaison between the TZ business team, Sales Team, Training team, operations team and the case management team. The ideal candidate will require strong project management, data analysis, communication and relationship building skills. You should be able to effectively balance client needs with Tranzact’s business goals and find creative solutions when goals are not aligned.

Specific responsibilities include:
  • Ensures the timely intervention of customer issues in order to enhance customer satisfaction and retention.
  • Manage daily team operations, develop schedules, gathers resources, assigns and monitor work.
  • Interface with carrier partners to evaluate and improve upon our use of their systems and tools in support of submitting applications with high quality, short cycle times, and high placement rates.
  • Measure and monitors service performance quality standards to ensure customer satisfaction and to comply with all business contract and regulatory requirements.
  • Provides operational direction and leadership to quickly remedy operational issues.
  • Conduct analysis of data and reports to improve employee performance and assist with the development and implementation of goals, objectives, and performance standards - all to provide a superior customer service experience.
  • Development of relationships throughout all levels with the client.
  • Manage multiple commitments, prioritize effectively and identify highest leverage areas.
  • Be comfortable managing others to accomplish numerous aspects of the work to be done and to hold others within the organization to account; know when to take on the work and where to leverage partners in the organization.
What you need to be successful:
  • Ability to quickly build rapport with both internal and client stakeholders.
  • Demonstrate leadership ability to get results through others.
  • Experience overseeing post-sale operations for a Healthcare agency/call center.
  • Ability to work well under pressure in a complex and rapidly changing environment.
  • To be detail oriented, highly organized and both strategically & analytically focused.
  • Enjoy being accountable for delivering results and able to be self-generative.
  • Strong communication and presentation skills.
  • Determined problem solver who finds efficient ways to meet client needs.
  • To be curious, proactive and self-motivated.
  • Ability to mentor individual growth.
  • Enjoy a fast-paced environment and willing to work hard and have fun!

What we would LOVE to see!
  • Proficiency with Excel, Word and Powerpoint
  • Medicare Underwriting experience.
  • 5+ years of experience in the health insurance industry.

Benefits & Perks for you:
  • Medical, dental, vision, life insurance, disability & 401(k) benefits
  • Professional growth opportunities; including conference & training reimbursements
  • Casual dress policy
  • Fresh fruit daily & bagel Wednesdays
  • Company-sponsored events
  • Volunteer opportunities

Apply Now

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