Matt Johnston Email & Phone Number

• Oversee and responsible for the day to day management of operations of 19 licensed agents and two licensed Team Leads selling Medicare products to existing members who were interested in a new policy.• Partner with vendor to ensure proper and complete set up of vendor agents, which includes requesting and maintaining access to all appropriate Anthem proprietary systems, verifying up to date and accurate insurance license and appointment information, and monitoring daily vendor performance.• Coordinate successful execution of Retention team call projects, including outbound calls to members’ delinquent paying premiums and members who were sold a plan by an agent not certified to sell Medicare products for Anthem.• Developed and implemented incentive programs which resulted in improved agent and overall team performance, increasing sales results by 25% when the incentive programs were in place.• Saw an increase in associate engagement of 3% from prior year and 7% higher than the average team score for the organization along with a 7% increase in Manager Effectiveness from prior year and 5% higher than the company average.• Successfully attained annual Migration goal, exceeding 180% of goal.• Update existing and create new policies and procedures which resulted in an increase in overall agent performance along with an improvement in overall quality by 3% and a 15% decrease in non-compliant calls versus previous year’s results.• Acted as a resource for the Medicare Retention team to assist with complex questions and circumstances. Provided guidance on how to best resolve complicated situations and assist difficult members resulting in minimal member abrasion.• Met with individual members of the team to provide feedback on identified opportunities, such as call statistics and call coaching, resulting in improved performance, and individual and team goals being met.

Listed skills include Health Insurance, Insurance, Medicare, Customer Service, and 33 others.

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  University Of Phoenix

  Management