Director Government Programs, Sales Operations

The Director Government Programs, Sales Operations will provide leadership and strategic direction for Government Programs Sales Operations team members. Collaborate with cross functional and external leaders in the development and implementation specific government sales and growth strategies. Build and maintain strong working relationships with internal and external customers. Lead, plan, organize and implement cross-departmental projects associated with corporate initiatives, product implementation, membership growth and retention. Oversee the Government Programs Department processes and procedures, operational efficiencies and metrics. Collaborate with HAP's compliance department on Federal and State requirements and policies that impact HAP's members. Execute internal and customer-facing notifications and inquiries in collaboration with other departments to ensure HAP meets and complies with Federal and State regulations and mandates.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Provide leadership and direction to all internal Government Programs Sales and Sales Operations divisions to deliver quality products, programs, and services to HAP's external customers.
• Collaborate with Government Programs leadership and other departments to develop and execute all sales meetings and annual training strategies to meet corporate growth, retention and service excellence initiatives; educate team members about Federal and State regulations; and provide updates to processes and procedures.
• Actively participate in cross-departmental product implementation projects to ensure appropriate readiness. Facilitate education and training as appropriate so that team members are prepared for sales and retention activities.
• Direct all initiatives as HAP's Compliance Lead for the Sales Department. Provide leadership and root-cause analysis to ensure that HAP is compliant with all Federal and State regulations, audits, and mandates that impact government health care benefits and administration. Collaborate with cross functional workgroups to develop processes and procedures and a strategic communication plan that maximizes the education and implementation of the law, mandate, or regulation.
• Manage the relationship with supplemental benefits vendors, ensuring appropriate licensure is maintained, training is provided, policies and procedures are met, and system access is monitored. Facilitate and research any issues presented and ensure effective communication.
• Manage the communication process of Federal, corporate initiatives, service capabilities, agent and FMO notifications and announcements.
• Collaborate with Sales, Underwriting, BCT and M&B Management and staff to recommend, implement and oversee metrics and process improvements to increase accuracy and shorten the time for members to be enrolled and receive their ID cards.
• Develop and direct service quality and improvement initiatives to ensure that the Government Programs processes meet internal and external service measures as well as develop a strategic intervention plan that addresses any identified service failures.
• Develop and maintain professional relationships with third party entities to implement and sustain the delivery of products and services for our customers. Implement procedural solutions to ensure operational effectiveness between HAP and third-Party business entities.
• Oversee all web-based tools and portal contents to ensure self-service efficiency and effective information is available for Government Programs. Manage the testing of system upgrades and fixes. Collaborate with technical, operational and marketing divisions to ensure HAP is meeting our external customer business needs.
• Oversee the deployment of system updates, resource tools, training, and procedures/job aids for the Sales staff for Salesforce, FACETS, laptops, iPads, etc.
• Manage departmental budget, ensuring appropriate spending and oversight of the corporate expenditure.
• Oversee the resolution and execution of complex service and renewal issues across all Government Programs.
• Recommend, initiate, and maintain departmental reporting requirements and processes Salesforce, and IT reporting functionality to meet internal and external customer business needs.
• Collaborate with corporate training as appropriate for the Government Programs Department. This includes assessing, planning, and providing leadership in developing training materials and curriculums to support membership growth, retention and service initiatives. Leverage professional outside training companies and Henry Ford Health University as needed.
• Direct and oversee the State licensure requirement for the Sales staff including ensuring all staff have the required licenses and continuing education credits.
• Perform other related duties as assigned.