Retention Field Representative
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Job Description
Field representative retaining Wellcare healthcare membership across New York City boroughs. Conducting member outreach, education, issue resolution, and field visits.
Responsibilities:
- Retain current membership in an assigned territory and meet daily production metrics
- Conduct telephonic and field outreach, including community events, provider and community office sites, and home visits
- Explain, communicate, and assist with all Wellcare products
- Ensure compliance with regulatory, audit, and corporate policies
- Research, analyze, and document member inquiries regarding program eligibility
- Answer application and service questions about programs and services
- Conduct outreach and follow-up calls to educate members and liaise between members and Wellcare departments
- Develop and maintain relationships with existing members through year-round guidance and assistance
- Identify unfulfilled member needs and provide education and assistance
- Overcome objections and retain members by modifying delivery skills
- Identify solutions to member issues and concerns
- Document interactions and marketing leads in Salesforce and Facets
- Track and input communication outcomes and update member databases
- Perform administrative functions using computer systems
- Assist with and train others and perform higher-rated duties for developmental purposes
- Perform other assigned duties and comply with all policies and standards
Requirements:
- Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future
- Must reside in one of the 5 Boroughs of NY: Brooklyn, Manhattan, Staten Island, The Bronx, or Queens
- Willingness to travel and work some weekends
- Experience with Medicare sales and community engagement is highly preferred
- High School Diploma or GED required
- Associates Degree or Bachelors Degree preferred
- Minimum 1 year health care related experience preferred
- Minimum 1 year customer service or sales experience preferred
- Driver’s License may be required by some plans
- Specific language skills may be required by some plans
- Ability to meet and exceed quality assurance standards
- Ability to undergo rigorous internal training and successfully pass required tests with a minimum 85% score in no more than 2 attempts
- Ability to conduct needs-based analyses and answer product feature, benefit, and provider network questions
- Proficiency with computer systems, including Salesforce and Facets
Benefits:
- competitive pay
- health insurance
- 401K
- stock purchase plans
- tuition reimbursement
- paid time off plus holidays
- flexible approach to work with remote, hybrid, field or office work schedules
- additional forms of incentives may be included in total compensation
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