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TeleSales and Retention Representative Bilingual

2 months ago

Houston, United States VERDA HEALTHCARE, INC. Full time
Job DescriptionJob DescriptionBenefits:
  • 401(k)
  • Competitive salary
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance


Verda Healthcare, Inc has a contract with the Center of Medicaid and Medicare Services (CMS) and Texas Department of Insurance for a Medicare Advantage Prescription Drug (MAPD) plan for 2024. We are looking for a TeleSales and Retention Representative Bilingual (Spanish, Vietnamese, or Chinese) to join our growing company with many internal opportunities.

Are you ready to join a company that is changing the face of health care across the nation? Verda Healthcare, Inc is looking for people like you who value excellence, integrity, caring and innovation. As an employee, youll join a team dedicated to improving the lives of our Medicare members. Our vision incorporates value-based health care that works. We value diversity.

Align your career goals with Verda Healthcare, Inc and we will support you all the way.

Position Overview
This TeleSales and Retention Representative Bilingual is responsible for selling activities over the phone by assisting customers with information and resources about Medicare insurance products. This person will respond to inbound callers seeking information about plans and present the products and services that match the needs of the customer. This person will make outbound calls to leads to qualify prospects and make follow-up appointments as needed. If applicable, closes sales. This person must understand and adhere to all CMS guidelines and policies.

The TeleSales and Retention Representative Bilingual reports to the Director of Sales as part of the Verda Health Plan of Texas growth and community, provider outreach team. This person would be hired and report to our office in Houston, TX.

Job Description
Provide quality customer service. Educates prospective members, designated family members, and caregivers regarding benefits and plan options.
Accurately explains benefits and plan options in person, via email or telephonically.
Provides follow-up with prospective members demonstrates active listening skills, determining the needs assessment and clarifying the customers wants versus needs and identifying and explaining the plan solution.
Consistently meets and/or exceeds the departmental KPI production standards, including quality, productivity, and adherence to schedule and attendance. This includes inbound call volume from our marketing efforts and outbound calls to members.
Responds appropriately and in a timely fashion to prospective member/internal staff/providers by answering telephonic and written inquiries concerning benefits, eligibility, referrals, enrollments, and all other issues following departmental policies and procedures and job aids. Takes ownership of the issue, focusing on providing solutions and options for members, as necessary through resolution of member issue.
Increases member satisfaction by following up and resolving member issues, complaints, and questions in an efficient, timely and accurate fashion; coordinates resolution with providers and other departments as needed. This is a critical element of retention.
Participates in member calling projects as assigned by management to support the overall Verda Health Plan goal of membership retention.
Follows policies and procedures and job aids to maintain efficient and complaint operations; communicates suggestions for improvement and efficiencies to management; identifies and reports problems with workflows following proper departmental procedures; actively participates in departmental staff meetings and training sessions.
Follows all appropriate Federal and State regulatory requirements and guidelines applicable to Verda Health Plan operations, as documented in company policies and procedures. Follows all HIPAA requirements.
Documents transactions by completing applicable member forms and summarizing actions taken in appropriate computer system and following standards set by the department or by other authorized individuals.
Proactively engages and collaborates with other departments as required.
Demonstrates personal responsibility and accountability by meeting attendance and schedule adherence expectations.
Achieves individual performance goals established for this position in call quality, attendance, schedule adherence, and individual performance goals relating to call center objectives.

Minimum Qualifications
Required: High School diploma or equivalent required.
Bilingual and fluent in English AND one of the following Chinese, Vietnamese, or Spanish
1-2 years call center or related TeleSales and/or customer service experience required.
1-2 years of prior experience re benefits, including Medicare Advantage Plans
Experience in the healthcare, insurance, or pharmacy industry is highly desirable.
Ability to maintain calm demeanor, including during charged situations.
Data entry and general computer skills required.
Effective communication (oral and written) skills. Professional /pleasant telephone manner required.
Professional /pleasant telephone manner required.
Ability to handle large call volume, while always providing excellent customer service
Demonstrated efficiency/effectiveness is an environment with a high call volume.

Professional Competencies
  • Integrity and Trust
  • Customer Focus
  • Functional/Technical Skills
  • Written/Oral Communications
  • Critical/Analytical Thinker
Verda cares deeply about the future, growth, and well-being of its employees. Join our team today

Job Type: Full-time (Full Time Weekend rotation. Schedule to be determined)
Compensation: base salary listed. This role also qualifies for commission

Benefits:
  • 401(k)
  • Dental Insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Ability to commute/relocate:
  • Reliably commute or planning to relocate before starting work (Required)

PHYSICAL DEMANDS

Regularly sit/walk at a workstation in an office or cubicle setting. Must occasionally lift and/or move up to 25-50 pounds.


*Other duties may be assigned in support of departmental goals.