Retention Field Representative

Centene Management Company LLC; Miami Gardens (FL); Hybrid; USD 48,000 - 82,000; Full time

Benefits offered by this job

Competitive pay

Health insurance

401K and stock purchase plans

Tuition reimbursement

Paid time off

Job summary

Centene Management Company LLC is seeking a Field Retention Representative to retain current members within the assigned territory. You will conduct telephonic and field outreach, participate in community events, and explain Wellcare products to members.

Responsibilities include researching inquiries about program eligibility, educating members, documenting interactions in Salesforce and Facets, and maintaining member relationships throughout the year. Travel and some weekend work are expected.

Qualifications

• High School Diploma or GED required.
• 1 year health care related experience preferred.
• 1 year of customer service or sales experience preferred.
• Willingness to travel and work weekends.
• Authorized to work in the U.S. without sponsorship now or in the future.

Responsibilities

• Provide member resolution by researching, analyzing and documenting inquiries regarding program eligibility.
• Educate members about Wellcare products and liaise between member and Wellcare departments.
• Meet and exceed quality assurance standards.
• Complete training and demonstrate proficiency in the sales process (85% score, up to 2 attempts).
• Conduct needs-based analysis and answer product feature questions for members.
• Develop and maintain relationships with existing members throughout the year.
• Document interactions in Salesforce and Facets; track activity in databases.
• Input, update and create member information; perform administrative duties.

Skills

Customer service

Sales

Communication

Education

High School Diploma or GED

Associates or Bachelor's degree preferred

Tools

Salesforce

Facets

Job description

Position Purpose

The Field Retention Representative is responsible for retaining current membership in an assigned territory and must meet the daily production metrics designed to achieve higher membership retention. The Field Retention Representative conducts telephonic and field outreach which includes assistance at community events, provider and community office sites and home visits to new and existing members and must be able to effectively explain, communicate, and assist with all Wellcare products. It is the responsibility of the Retention Field Representative to ensure compliance with all regulatory, audit and corporate policies.

Key Details

Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Sponsorship and future sponsorship are not available for this opportunity, including employment-based visa types H-1B, L-1, O-1, H-1B1, F-1, J-1, OPT, or CPT. Candidate must reside in the Miami / Fort Lauderdale, FL area. Candidate will need to be ok with travel and working some weekends. Experience with Medicare sales and community engagement is highly preferred.

Responsibilities

• Provide member resolution by researching, analyzing and documenting inquiries regarding program eligibility Answer application and/or service questions regarding the programs and services in order to maintain/attract membership
• Conduct outreach and follow up calls to educate members about Wellcare Products and serves as a liaison between the member and the different Wellcare departments
• Ability to meet and exceed quality assurance standards
• Ability to undergo rigorous internal training and have complete command of the sales process, all Wellcare products, competitive environment in their region successfully pass test(s) as required(with a minimum 85% score)with no more than 2 attempts, that will demonstrate a level of proficiency
• Have the ability to conduct a needs based analysis to better understand the best course of action based on those needs and be able to answer product feature and benefit questions and provider network questions for members both within and outside of their region
• Develop and maintain relationships with existing members by providing guidance and assistance throughout the year
• Demonstrate passion for members by identifying unfulfilled needs and providing necessary education and assistance to promote the value and benefits offered by Wellcare
• Modify delivery skills accordingly to overcome objections and retain members
• Identify solutions to issues and concerns
• Document all interactions in the appropriate system (Sales Force, Facets) including marketing leads
• Track and input interaction taken as a result of each communication in order to ensure all member accounts correctly reflect activities performed
• Input, update and create member information on databases in order to maintain customer accounts
• Utilize computer systems to perform administrative functions such as Sales Force Job performance requires fulfilling other incidental or related duties as assigned, assisting and training others, and performing duties of higher rated positions from time to time for developmental purposes.
• Performs other duties as assigned Complies with all policies and standards

Education/Experience

High School Diploma, or GED, required. Associates Degree or Bachelors Degree preferred. Minimum 1 year health care related experience preferred. Minimum 1 year of customer service or sales experience preferred. Driver’s License may be required by some plans. Specific language skills may be required by some plans.

Pay Range

$23.23 - $39.61 per hour

Benefits

• Competitive pay
• Health insurance
• 401K and stock purchase plans
• Tuition reimbursement
• Paid time off plus holidays
• Flexible approach to work with remote, hybrid, field or office work schedules

Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status. Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

EEO and Diversity Statement

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law. Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act

Contact for Accommodations

Should you need an accommodation, please email [e-mail].

Company Commitment

Centene is committed to helping people live healthier lives. We provide access to high-quality healthcare, innovative programs and a wide range of health solutions that help families and individuals get well, stay well and be well.