Member Navigator Sales Lead

Jersey City, NJ

Type: Contract-to-Hire

Category: Customer Service

Compensation Range: 36.00 - 36.00 Per Hour

Job ID: 272958

Date Posted: 01/03/2022

Job Title: Member Navigator Sales Lead

***Remote Opportunity!***

up to $36/hour

Hours: 8 Hour Shift worked within 8AM-6:30PM EST, Monday-Friday

Duration: Temp-Hire


As a Member Navigator Performance Lead, you will:

  • Oversee and manage the performance of 15+ telesales agents who are responsible for enrolling members in clinical programs.
  • Provide one-on-one and team coaching and performance management based on the findings from Quality Assurance reviews.
  • Prepare monthly and quarterly quality and performance trend reports to be reviewed with the Sales Manager and presented to Leadership.
  • Monitor workforce management calendar to ensure consistent and adequate staffing levels are maintained to meet the needs of the business.
  • Provide ongoing training and feedback to the Member Navigator team and maintain a database of all coaching conversations and scores. 
  • Embody company’s values of caring for our members as you proactively work to resolve Member Navigator questions and concerns.
  • Partner with cross-functional business leads to optimize the performance of outbound call programs.
  • Resolve Member Navigator escalations regarding process flows, individual member cases, or other concerns and notify management of escalations when necessary.
  • Maintain and document clear and accurate logs of all Member Navigator’s coaching history.
  • Maintain current knowledge and documentation of Member Navigator policies and procedures, scripting, services offered and general business practices.
  • Assist the QA/Training Lead and Sales Manager in identifying trends, issues, and potential improvement opportunities for overall performance.

You will love this job if:

  • You enjoy coaching and mentoring at both the team and individual level.
  • You are a people person. You communicate effectively to build trust and lasting partnerships with people, teams, and stakeholders from all different backgrounds.
  • You are tech and data savvy. You are used to thinking about how technology can enable better experiences and how you can use data to make better decisions.
  • You are flexible and strive in fast and ever-changing environments.
  • You have exceptional customer service and communication skills, both written and verbal.


You should get in touch if:

  • You have 5+ years of experience in managing successful teams and implementing and tracking performance metrics.
  • You have strong administrative and computer skills, especially Google Apps (Mail, Calendar, Sheets, etc.).
  • Bilingual, fluent in English and Spanish is a MUST!