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Bilingual Retention Field Representative

1 month ago

Spring Valley, New York, United States Fidelis Care Full time

Job Summary:

The Field Retention Representative is a critical role in ensuring the retention of current membership in an assigned territory. This position requires a strong understanding of Fidelis Care products and the ability to effectively communicate with members to address their needs and concerns.

Key Responsibilities:

  • Conduct telephonic and field outreach to new and existing members to educate them about Fidelis Care products and services.
  • Provide member resolution by researching, analyzing, and documenting inquiries regarding program eligibility.
  • Answer application and/or service questions regarding the programs and services to maintain/attract membership.
  • Conduct outreach and follow-up calls to educate members about Fidelis Products and serve as a liaison between the member and the different Fidelis departments.
  • Ability to meet and exceed quality assurance standards.
  • Ability to undergo rigorous internal training and have complete command of the sales process, all Fidelis Care products, competitive environment in their region successfully pass test(s) as required with a minimum 85% score with no more than 2 attempts.
  • 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 Fidelis Care.
  • 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.

Requirements:

  • High School Diploma, or GED, required. Associates Degree or Bachelors Degree preferred.
  • Minimum 1 year healthcare-related experience required.
  • 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.

Benefits:

Centene offers a comprehensive benefits package including competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a 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. Total compensation may also include additional forms of incentives.

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.