Retention Field Representative
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Job Description
Fidelis Care Field Retention Representative retaining health plan members through telephonic and community outreach. Conducting visits, answering product questions, and documenting member interactions across Oneida County.
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 Fidelis Care products
- Ensure compliance with regulatory, audit, and corporate policies
- Research, analyze, and document member inquiries regarding program eligibility
- Answer application and service questions to maintain and attract membership
- Conduct outreach and follow-up calls to educate members and liaise with Fidelis departments
- Develop and maintain relationships with existing members through year-round guidance and assistance
- Identify unfulfilled needs and provide education and assistance regarding Fidelis Care benefits
- Modify delivery skills to overcome objections and retain members
- 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 such as Salesforce
- Assist with and train others, perform higher-rated duties for developmental purposes, and complete other assigned duties
Requirements:
- Must be authorized to work in the U.S. without employment-based visa sponsorship now or in the future
- Must reside in Oneida County
- Willingness to travel and work some weekends
- High School Diploma or GED required
- 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
- Experience with Medicare sales and community engagement highly preferred
- Ability to meet and exceed quality assurance standards
- Ability to complete internal training and pass required tests with a minimum 85% score in no more than 2 attempts
- Ability to conduct needs-based analysis and answer product, benefit, and provider network questions
- Ability to use Salesforce and Facets
- Ability to comply with regulatory, audit, corporate, and company policies
Benefits:
- Competitive pay
- Health insurance
- 401K plan
- Stock purchase plans
- Tuition reimbursement
- Paid time off
- Paid 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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