Bilingual Retention Representative

About the RoleYou could be the one who makes a difference in the lives of our 28 million members as a clinical professional on our Medical ManagementHealth Services team at Fidelis Care. We offer a fresh perspective on workplace flexibility and a comprehensive benefits package.Job PurposeThe Retention Field 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. They must be able to effectively explain, communicate, and assist with all Fidelis Care products.Key ResponsibilitiesProvide member resolution by researching, analyzing, and documenting inquiries regarding program eligibilityAnswer application andor service questions regarding the programs and services in order to maintainattract membershipConduct outreach and follow-up calls to educate members about Fidelis Products and serve as a liaison between the member and the different Fidelis departmentsAbility to meet and exceed quality assurance standardsAbility 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 attemptsHave 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 regionDevelop 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 concernsDocument 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 performedInput, update, and create member information on databases in order to maintain customer accountsUtilize computer systems to perform administrative functions such as Sales ForceJob 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 purposesPerforms other duties as assignedComplies with all policies and standardsRequirementsHigh 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.BenefitsCentene 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

Created: 2024-11-06