Sales Delivery & Optimization Specialist Full Time

The Sales Delivery & Optimization Specialist provides specialized support to Sales team members and external stakeholders, including clients and broker/consultant partners. The position owns complex front-end processes related to renewals, administrative changes, and new business implementations, ensuring accuracy, timeliness, and client satisfaction at every stage. Responsibilities include full accountability for coordinating account details, finalizing product selections, generating pricing outputs, and driving accurate execution across underwriting, enrollment, billing, and document production. The Specialist actively engages with internal teams and external partners to plan, monitor progress, resolve issues, and implement process improvements. Success in this role requires strong analytical and consultative skills, a commitment to excellence, and the ability to deliver results that enhance operational efficiency and customer experience.

Responsibilities
• Serve as a subject matter expert for front-office renewal, new business, and administrative processes, taking responsibility for end-to-end execution and outcomes associated activities; ensure accuracy, timeliness, and client satisfaction.
• Partner with Sales Teams, clients, and broker/consultant partners on renewal and administrative change requests and new business implementations; consult on strategy and timeline; track decisions and set expectations internally and externally.
• Manage requests for client benefit plan options; analyze and identify applicable options from Product Portfolios.
• Build customized plan designs for non-standard product requests; complete complex exceptions when applicable.
• Submit pricing requests to Underwriting; track and manage through to proposal generation for new business and renewals.
• Maintain expansive knowledge of product offerings, underwriting guidelines, systems, and complex processes and procedures.
• Execute all front-end steps and processes associated with existing-client changes (renewal and maintenance) and new business installations, including finalizing sold products and pricing, submitting intake forms, producing document outputs, and updating system records.
• Maintain organized and accurate records related to benefit plan, account structure and administrative client changes.
• Track and manage progress of client changes and new business submissions; ensure timely installation and communicate expectations to Sales and external partners.
• Oversee submissions through completion, engaging stakeholders and escalating issues proactively to maintain timelines.
• Resolve questions and issues promptly to support smooth execution and client satisfaction.
• As needed, review and approve client-facing items (i.e. ID cards, invoices); ensure change or new business details reflect accurately.
• Manage document production requests (Benefit Highlights, SBCs, Booklets/Contracts) with minimal supervision.
• Review renewal, administrative change, and new business transactions to identify data errors or processing issues, and escalate findings in accordance with established procedures.
• Use approved tools, systems, and templates to complete front-end processing tasks in accordance with documented procedures, timeliness requirements, and accuracy guidelines.
• Recommend and implement process improvements to enhance efficiency and accuracy.
• Perform other duties as assigned.

Qualifications
• Bachelor’s Degree in Business, Healthcare Administration, or related field, or equivalent professional experience.
• 3-5 years of progressive experience in health insurance operations, client setup, renewals, new business implementation or similar roles.
• Demonstrated ability to take ownership and make informed decisions in complex operational scenarios.
• Strong understanding of plan configuration, enrollment processes, and billing workflows.
• Excellent organizational, communication, and follow-up skills with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency in MS Office Suite; experience with pricing tools, product administration systems, and enrollment platforms preferred.
• Detail-oriented with proven quality assurance and problem-solving capabilities.

Independence has implemented a “Hybrid” model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the “Hybrid” model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey or Pennsylvania