Center Senior Manager - Florida, United States - Florida Blue

Description

Get to know us

Florida Blue, a GuideWell Company, has been providing insurance to residents of Florida for 75 years. Driven by its mission of helping people and communities achieve better health, the company serves more than five million healthcare members across the state.

We are looking for exceptional people who will bring our mission to life and succeed by putting the member first. Friendly and outgoing sales-centered individuals that are passionate about helping others achieve their healthcare goals

Let's talk benefits

When it comes to our benefits, we offer a total compensation package including competitive base pay, health insurance, 401(k), as well as work-life balance programs, flexible work arrangements, and opportunities for growth and development. We design our offerings to take care of you—to help you be your best at work and in life.

Job Summary
The purpose of this position is to manage all aspects and functions in the Florida Blue Retail Center to ensure that the customer's experience is meaningful, informative, supportive in-center encounters that result in high customer satisfaction.

**Important Information**

· This is a hybrid position with leadership and managerial oversight of 5 locations to include Kissimmee, E. Orlando, S. Orlando, Apopka, and St. Cloud.

· These locations are housed within our collaborative partner sites with Sanitas Medical Centers.

· This role requires extensive and frequent travel throughout the Central FL locations, thus the selected candidate for this role must live within this physical area.

· Bilingual in Spanish is STRONGLY PREFERRED

What You Will Be Doing:

• Help ensure all customers (walk-in, telephonic or electronic) are warmly greeted, their needs are assessed quickly and they are referred to the appropriate setting, person, information or tools to address their needs.
• MARKETING/COMMUNITY
  
  Develop and execute tactical marketing plans to generate traffic, support membership, and create positive brand awareness within specific budget.
  
  • Collaborate with corporate and Florida Blue marketing resources to initiate local plans that integrate with broader efforts
  
  • Manage local marketing budget, achieving target ROI for execution tactics or taking corrective action as needed
  
  • Analyze and report results of local marketing efforts with other stores and centers and appropriate corporate staff
  Work closely with marketing and local leadership to promote the company brand, build customer relationships and loyalty and support achievement of business objectives in the region.
  
  • Participate in community activities and in local organizations.
  
  • Communicate and promote the brand to business and community leaders
  
  
• OPERATIONS
  
  Manage operations of the Retail Center to meet or exceed performance goals related to sales, service, care/wellness support, traffic, customer satisfaction and loyalty.
  
  • Manage non-exempt and exempt staff and functions that pertain to the retail center to ensure sales, service and care/navigation goals and objectives are met.
  
  • Track, analyze and report on Retail Center performance, working closely with corporate staff and leaders to take corrective actions as needed to achieve performance goals. (e.g., traffic, revenue, sales, biometrics provided, health coaching, navigation services provided, customer satisfaction feedback, issue resolution, consults, etc.)
  
  • Work with key functional areas to develop local marketing and awareness efforts and service referral processes.
  
  • Respond to public requests and inquiries (e.g., employment, sponsorships, general inquiries)
  
  • Regularly participate in Retail Center performance discussions and reviews with key functional leaders.
  
  • Manage security and safeguard people, personal data, cash and financial transactions and real estate assets (furnishings, equipment, etc.)
  
  • Develop and distribute reports on retail center performance
  
  • Monitor and replace or acquire supplies and resources required for efficient and effective operations
  
  • Develop concepts and ideas to incent performance (e.g., sales contests, sales programs, member engagement programs, etc.); execute or coordinate/integrate with other areas
  
  • Schedule staff as appropriate to meet the needs of the customer
  
  • Ensure appropriate retail center procedures and processes are followed, tools are available and store appearance reflects Florida Blue's standards (including contact/lead or care support tracking and follow up for all customers who come into the retail center)
  
  • Accountable for implementing and maintaining member retention plans, in concert with corporate and/or Sales sponsored retention programs.
  
  • Manage the physical site and facilities to ensure the property is maintained. This includes the interior, parking lot, landscaping, etc.
  
  • Must be able to conduct a sale
  
  • Must be able to conduct member tools and 'my account' education
  
  • Responsible for compliance with corporate policies and procedures, including retail specific guidelines such as the planogram and operational SOPs
  
  • Manage member and non-member escalations
  
  • Manage executing health fairs and other center events
• TEAM
  Create a work environment that supports and encourages creativity, customer commitment, teamwork, enthusiasm and personal growth for the professional staff of 13-23 employees.
  
  Direct reports include:
  
  Nonexempt – Sales, Service, Assistant Manager
  Exempt: Care, Marketing Specialist, Operations Manager
  
  • Motivate, empower and coach employees to achieve business objectives and achieve individual and team high performance
  
  • Develop staff to ensure proficiency and excellence in current roles is met, as well as preparation for future roles.
  
  • Ensure staff receive all training and communication required to effectively perform their specific functions according to corporate standards and guidelines
  
  • Create an environment that supports and encourages creativity, customer commitment, teamwork, enthusiasm and personal growth
  
  • Provide coaching to staff regarding inappropriate or inadequate behaviors or other required improvement; ensure any required remedial training or additional development is obtained where appropriate
  
  The essential functions listed represent the major duties of this role, additional duties may be assigned.

What You Must Have:

6+ years related work experience. Experience Details: Including at least 3 years managing cross-functional teams to achieve operational results.

Related bachelor's degree or additional related equivalent work experience

Required Licenses and Certifications
State of Florida 2-40 license 60 Days,

Additional Required Qualifications
Demonstrated Strategic Leadership and Planning
Demonstrated ability to coach, lead, influence and develop a high performance team of professionals.
Demonstrated strong problem solving and decision making skills
Customer advocate
Knowledge of change management methodologies and principles
Experience in retail marketing, direct to consumer marketing, and/or marketing practices.
Work flexible hours to include evenings, weekends and holidays.
Occasional travel with overnight stays.
Effective verbal and written communication skills.
Proficient with MS Word, Excel, PowerPoint, Internet and web-based tools.

What We Would Prefer You Have:
Master's degree
Experience in insurance industry, physician's office, hospital or other position in health care industry. Experience in store/retail management. Bilingual - Spanish

General Physical Demands
Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

What We Offer:
As a Florida Blue employee, you will thrive in our Be Well, Work Well, GuideWell culture where being well as an individual, and working well as a team, are both important in serving our members and communities.

To support your wellbeing, comprehensive benefits are offered. As an employee, you will have access to:

• Medical, dental, vision, life and global travel health insurance;
• Income protection benefits: life insurance, Short- and long-term disability programs;
• Leave programs to support personal circumstances;
• Retirement Savings Plan includes employer contribution and employer match;
• Paid time off, volunteer time off, 10 holidays and two flexible Well-Being days
• Additional voluntary benefits available; and
• A comprehensive wellness program

Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for intern, part-time and seasonal employees may differ.

To support your financial wellbeing, we offer competitive pay as well as opportunities for incentive or commission compensation. We also conduct regular annual reviews with pay for performance considerations for base pay increases.

Typical Annualized Hiring Range: $76,400 - $95,500
Annualized Salary Range: $76,400 - $124,200

Final pay will be determined with consideration of market competitiveness, internal equity, and the job-related knowledge, skills, training, and experience you bring.

We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive and equitable culture for our employees and communities.