You could be the one who changes everything for our 25 million membersCentene is transforming the health of our communities, one person at a timeAs a diversified, multi-national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility.
The senior call center retention representative is responsible for retaining current membership specializing in long term care, senior programs and harp productsThey must meet the daily production metrics designed to achieve higher membership retentionThe senior call center retention representative conducts telephonic outreach to members and serves as a liaison between the member and the different fidelis departments and agenciesThey must be able to effectively explain, communicate, and assist with all fidelis care products with expertise in the long term care, senior programs and harp requirementsIt is the responsibility of the senior retention call center representative to ensure compliance with all regulatory, audit and corporate policiesIn this position the senior call center retention representative will provide account management services for long term care, senior programs and harp members.
Provide member resolution by researching, analyzing and documenting inquiries regarding program eligibilityAnswer application and/or service questions regarding the programs and services in order to maintain/attract membershipConduct outreach and follow up calls to educate members about fidelis products and serves as a liaison between the member and the different fidelis departments and agencies.
Ability to meet and exceed quality assurance standards.
Ability to undergo rigorous internal training and have complete command of the enrollment and sales process, all fidelis care products, the competitive environment and successfully pass test(s) as required(with a minimum 85% score)with no more than 2 attempts, that will demonstrate a level of proficiencyHave 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.
Develop and maintain relationships with existing members by providing guidance and assistance throughout the yearDemonstrate passion for members by identifying unfulfilled needs and providing necessary education and assistance to promote the value and benefits offered by fidelis careModify delivery skills accordingly to overcome objections and retain membersIdentify solutions to issues and concerns.
Document all interactions in the appropriate system (sales force, facets) including marketing leadsTrack 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 accountsUtilize computer systems to perform administrative functions such as sales force.
Job performance requires fulfilling other incidental or related duties as assigned including assisting and training others, and performing duties of higher rated positions from time to time for developmental purposes
Educations/experience: high school diploma requiredAa/as - associates degree preferredThree to five years customer service experience requiredThree to five years of customer service in healthcare experience preferredProficiency in microsoft office: excel, word, access; lotus notes; internetProficiency in one or more languages other than englishBusiness analysis knowledge: skilled to work in a fast paced environmentMust have strong analytical and problem solving skills.
Customer service: skilled to communicate with all levels of management, internal and external customersAbility to work well as a member of a team or aloneEffective business communication: skilled in communicating with technical and business constituencies in writing effective business specifications and requirements.
Our comprehensive benefits package:
Flexible work solutions including remote options, hybrid work schedules and dress flexibility
Paid time off including paid holidays
Health insurance coverage for you and dependents
401(k) and stock purchase plans
Tuition reimbursement and best-in-class training and development
Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are differentAll 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.