Team Lead - Medicare Sales Support (Hybrid)- Pittsburgh, PA

UPMC Health Plan is seeking a Medicare Sales Support Lead to provide day-to-day leadership and advanced functional support to the Medicare Sales Support team.  In this role, you will support membership growth and retention by overseeing telephonic sales support activities, enrollment processes, compliance adherence, and CRM accuracy. You will serve as a primary escalation point and process owner, ensuring a high-quality experience for members, brokers, and internal partners while supporting team performance, development, and operational readiness.

This is a Monday through Friday position working daylight hours; however, occasional evening shifts may be required based on business needs, enrollment periods, or departmental initiatives.  This is a hybrid shift consiting of working in office and working from home. 

Responsibilities:

• Provide daily leadership, guidance, and support to Medicare Sales Support representatives to ensure adherence to sales, enrollment, and service standards

• Monitor team workload, queue activity, schedules, and coverage to meet service level expectations, including peak periods and Saturdays

• Serve as first-level escalation for complex member, broker, or enrollment issues requiring advanced research or cross-functional coordination

• Support inbound and outbound Medicare sales initiatives, including complex enrollment scenarios and case resolution

• Ensure accurate handling of inquiries related to Medicare Advantage and Special Needs Plans (SNP)

• Partner with Sales, Enrollment, and Brokerage teams to resolve discrepancies and time-sensitive issues

• Maintain advanced knowledge of Medicare regulations, CMS guidelines, and internal policies to ensure compliance

• Oversee quality reviews, audits, and corrective actions related to telephonic enrollments and CRM documentation

• Review calls and documentation to ensure accuracy, identify trends, and escalate risks appropriately

• Support onboarding, coaching, and ongoing development of team members through feedback and training reinforcement

• Assist in the creation and maintenance of job aids, desk guides, and process documentation

• Utilize CRM systems and reporting tools to monitor performance, track metrics, and support decision-making

• Identify process improvement opportunities to enhance workflow efficiency and accuracy

• Collaborate with cross-functional teams including Workforce Management, Training, Quality, IT, and Enrollment

• Participate in team meetings, operational updates, and leadership discussions