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Now Hiring - Institute on Aging - Call Center Sales Manager in San Francisco, CA

Call Center Sales Manager in San Francisco, CA

Institute on Aging
Base Salary Yes (amount not posted)
Total Comp: NA
Quick Apply Save
Qualifications Years In Sales
Industry: Healthcare

Benefits:

yes
Customer Size: all
Car Allowance: no
Sales Cycle: Short
Travel: none
Years Selling in Industry:
Education:
They Sell Health Care Services & Hospitals
To Whom Healthcare

Location:

San Francisco, CA
3

Full description of the position

IOA is on the forefront of revolutionary healthcare models, reshaping the way people can age in place. Our innovative models transform lives, enhance communities, and save healthcare systems millions of dollars. Rather than focusing on archaic outdated design, we strive to consistently question the “status-quo” and create new and more innovative ways to help aging adults and adults with disabilities maintain their quality of life. With over 23 programs, we offer multiple ways to aid seniors maintain their health, well-being, independence and participation in the community, fulfilling our mission.
IOA is hiring a dynamic individual to lead, partner, and ensure exceptional customer service to our community. Based in the San Francisco Bay Area and serving callers across the country, this role will lead a growing team of call center staff to ensure individuals needs are met through a combination of private pay and health plan/government funded programs. We are seeking a highly qualified leader who is data driven and eager drive our business as we help those seeking IOA and other services.
ESSENTIAL JOB FUNCTIONS:
Leadership & key duties
  • Leads growing sales-focused department of 4-6 direct reports in collaboration with department leaders across 28 different service lines.
  • Provides supervision including coaching and education to call center staff.
  • Assists in hiring, onboarding, and terminating employees.
  • Oversees performance management and employee goal setting.
  • Creates performance targets and department goals in collaboration with other business leaders.
  • Responds to business needs through continuous quality improvement, including workflow and process changes.
  • Provides culturally responsive services to support clients’ engagement in the intake/enrollment process.
  • Manages calls/chats/emails/web inquiries by actively listening and responding with relevant customer needs-based questions.
  • Ascertains lead demographic information to enter into electronic database in an accurate and timely manner.
  • Schedules assessments and communicate details to department leaders.
  • Assesses information quickly, make recommendations, and find solutions to leads through internal and external resources.
  • Provides necessary follow-up as needed to advance leads to enrollment and ensure program waitlists are current, when applicable.
  • Maximizes conversion from leads to program enrollments.
  • Maintains a thorough knowledge of all IOA programs to qualify leads.
  • Maintains a thorough knowledge and understanding of all IOA private pay service lines (Companioa and Corio) to communicate the program effectively to referral sources and prospects.
  • Potential to provide after hours support for referral partners and prospective clients (evening and weekends).
  • In collaboration with Business Development, maintain an effective network list of community resources that ensure community partnerships are supported.
Partnership
  • Measures KPIs including conversion of leads to new client enrollment, call volume, and other metrics.
  • Prepares monthly and ad hoc reports quantifying volume, performance, and growth.
  • Partners with Business Development, operational leaders, marketing staff & vendors, and other internal departments to optimize prospect experience.
  • Collaborates with department leaders in weekly pipeline meeting to increase enrollments for private pay programs, document notes and follow up on pertinent action items.
  • Partners with technology vendors including multiple electronic health record vendors and telephony system vendor to optimize efficiency and ensure reporting needs are met.
  • Collaborates with digital marketing vendor to evolve processes to meet the needs of the community.
Other duties
  • Attends continuing education classes and/or in-service training to increase knowledge, skills and attitudes of service delivery and the client population served by IOA as well as the skills to maximize performance of the role.
  • All other reasonably related responsibilities as assigned.
BACKGROUND AND EXPERIENCE:
  • Three to five years working in call center or customer service or sales required.
  • Prior supervisory experience required.
  • Experience with and understanding of the needs of adults with disabilities and older adults required.
  • Prior experience in healthcare management or marketing, preferably in Homecare, Assisted Living or related field highly desired.
  • Knowledge of community resources for target population preferred.
  • Exceptional written & verbal communication skills.
  • Strong organizational skills and assertiveness with the ability to prioritize tasks, manage schedules and meet deadlines.
  • Computer literacy required.
EDUCATION: Bachelor’s degree in communications, business, gerontology, or related field required.
Compensation
  • Range: $ 82,000 - 95,000/annual
This amount is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education and other factors.
This range does not include any additional equity, benefits, or other non-monetary compensation which may be included.
Institute on Aging reserves the right to revise job descriptions or work hours as required.

We encourage you to learn more about IOA by visiting
us
here
.
IOA reserves the right to adjust work hours or duties when appropriate.
Institute on Aging is an Equal Opportunity Employer. Institute on Aging is committed to cultivating a diverse and inclusive work environment and providing equal opportunities to all employees and job applicants without regard to age, race, religion, color, national origin, sex, sexual orientation, gender identity, genetic disposition, neuro-diversity, disability, veteran status or any other protected category under federal, state and local law.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Institute on Aging
Company Size
201 to 500 Employees
Founded
1999
They Sell
Health Care Services & Hospitals
To Whom
Healthcare
Website
www.ioaging.org
Revenue
$25 to $100 million (USD)

Institute on Aging is currently hiring for 1 sales position
Institute on Aging has openings in: CA
The average salary at Institute on Aging is:

1 Yes (amount not posted)

Institute on Aging
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Institute on Aging

Institute on Aging is currently hiring for 1 sales position
Institute on Aging has openings in: CA
The average salary at Institute on Aging is:

1 Yes (amount not posted)