Outreach and Retention Associate

Centers Plan for Healthy Living; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Centers Plan for Healthy Living (CPHL) is seeking an Outreach and Retention Associate (ORA) for Medicare Advantage to provide a concierge experience to new and existing members, educate them about benefits, and help them access services. The ORA will conduct post-sales outreach, answer plan questions, and support enrollment changes.

You will generate leads, arrange appointments with Licensed Benefits Advisors, perform routine member surveys, and help reduce disenrollment by improving

Qualifications

• Two or more years of sales or customer service experience, preferably in Medicare.
• Strong communication and presentation abilities.
• Proficient PC literacy and comfort with software.

Responsibilities

• Create a unique member experience through outreach and education.
• Conduct daily and weekly outreach to members and prospects to educate on benefits.
• Schedule and coordinate appointments with licensed benefits advisors.
• Assist with enrollment and plan changes, and document outcomes.

Skills

Communication skills

Presentation skills

PC literacy

Sales experience

Customer service

Education

High School Diploma

NYS DFS Accident and Health license preferable

Job description

Outreach and Retention Associate (ORA)–Medicare Advantage

CPHL is a Medicare Advantage Prescription Drug plan serving Medicare eligible beneficiaries living in the 5 boroughs of New York City, Erie and Nassau County.

If you are a professional, self-motivating, NYS DFS licensed producer*, CPHL has an excellent opportunity for you to advance your career.

Overview:

This position is responsible to provide a concierge experience to our members by providing new members additional education and helping them access the benefits that they enrolled for, The ORA role will assist with services post-sales and add to the members satisfaction thus, ultimately reducing member’s cancellations and dis-enrollments.

The ORA ensures that new members understand plan details and which options they are eligible for, answers inquiries related to all CPHL products, Conducts Disenrollment Surveys and documents resulting actions and comments.

In addition, the ORA’s role will also be to generate leads, assign appointments and document Scope of Appointment eligibility via the ORA hotline.

Responsibilities:

• Create a unique member experience
• Conduct Outreach calls to existing MLTC members and generate leads to the MA unit
• Conduct Outreach calls to all prospect leads generated via marketing or lead purchase mediums
• Assign prospective appointments to Licensed Benefits Advisors when applicable
• Daily outreach to new members to reeducate them and orient them on the CPHL benefits and health delivery system access.
• Conduct daily surveys to members who have submitted a dis-enrollment request and document the reasons.
• Conduct weekly member education over the phone, at their home and/or in the field i.e. COV and Events.
• Set up PCP appointments and assist with logistics such as OTC and Transportation benefits
• Assist members with Medicaid Eligibility when warranted by working and coordinating with key departments
• Ensure potential members understand plan process and access details and options they are eligible for,
• Answer inquiries related to all CPHL Medicare products *Licensed Agents Only.
• Educate potential members about Medicare Advantage/ Special Needs Plans and the benefits of enrolling in the CPHL plan that will meet their needs best* Licensed Agents Only.
• Conduct Plan to Plan Changes * Licensed Agents Only.
• Informs potential members about OEV calls and/or letters.
• Take Scope of Appointment calls from the field and document them.
• Coordinate and assist in re-enrollment and plan changes applications.
• Refer escalated inquiries to Management.
• Reduce monthly dis-enrollments and maintain a low and acceptable rate 10% or better
• Adhere to all CMS, CPHL and departmental rules and regulations.
• Develop and maintains knowledge of products, services and systems as required.
• Perform other duties as required.

Requirements:

• High School Diploma.
• A NYSDFS Accident and Health is preferable*.
• Minimum 2 years of sales and/or customer service experience, preferably with Medicare.
• Excellent communication and presentation skills.
• Demonstrated PC literacy.

CPHL is an Equal Opportunity Employer, and we are committed to expanding our talented and diverse team.