Greg Durkee Email & Phone Number

Grand Rapids, Mi, Us

Responsible for Acquistion/Retention strategy and delivery for Medicare and ACA business units. Leads Customer Experience execution of internal Concierge team delivering next best actions to nudge member behavior.

Grand Rapids, Mi, Us

• Launched team of licensed sale agents resulting in a 30% increase in targeted membership• Increased effectuation rate of new members from 91% to 96% • Launched concierge service team to develop Next Best Actions to nudge member behavior resulting in member savings, increased health outcomes and reduced cost of care• Designed and implemented lead generation and lead nurturing solutions for ACA and Medicare Advantage business lines• Launched delinquency program to increase retention and recoup lost revenue

Highland Park, Michigan, Us

Troy, Michigan, Us

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Detroit, Michigan, Us

Launched and managed inside sales department of 27 Health Plan Advisors and supporting staff as well as multiple outsourced sales centers of over 400 sales agents including oversight of hiring, training, reporting and performance.Managed leadership staff of 3 supervisors, 1 Quality Analyst, 1 Workforce Analyst, and 1 Reporting Analyst.Annually generated over 20,000 individual insurance contracts representing 168 million in revenue, and 22% of overall individual membership, exceeding corporate goals.Increased inbound contacts by partnering with corporate marketing in the design and implementation of marketing campaigns to drive brand awareness and lead generation.Developed CRM and sales management systems for lead generation and tracking as well as marketing campaign tracking and reporting which increased team morale as well as sales conversions. Designed and implemented email lead nurturing program to automatically recontact prospects resulting in a 12% increase in sales conversions.Received 5 Star rating from the Centers for Medicare and Medicaid Services (CMS) in call center performance.Successfully developed and deployed new sales processes to comply with the Affordable Care Act (Obamacare).Successfully launched ancillary sales of Hospital Recovery and Personal Accident insurance, generating over 120 contracts monthly. Surpassing outside agent sales by 2:1.

Neenah, Wi, Us

Full responsibility of the marketing and lead generation program for a national Healthcare provider (United Healthcare) including 25 sales agents.Attained and sustained top tier performance in quality, operations, and financial performance generating over 1.9 million in annual revenue for client.Consulted with client and ad agency in the development of marketing campaigns to generate sales leads through DRTV, print, radio, direct mail and outbound calling campaigns.Fostered incremental growth through the development of customer retention programs and outbound lead follow up.Partnered closely with Information Technology to develop new solutions for client that strengthened the overall relationship and increased revenue.

Managed relationship with high profile clients (Microsoft, Nextel and Toyota) by focusing on continuous improvement and strategic planning.Project Manager for on site COPC certification.Responsible for direct management of 300 seat call center operation including recruiting, training and quality assurance.Improved monthly department key performance indicators such as service level, abandonment rate and call processing times by conducting focus group with clients and employees.Increased employee morale through the design and implementation of recognition programs and new hire training resulting in a 10% decrease in attrition.

Ba, Production Managment

Education record

Education record