Bilingual Customer Care Associate - Spanish/Creole

Centene Corporation

91d • $15 - $26

About The Position

The Customer Care Associate (CCA) is responsible for assisting members and clients at an assigned Fidelis Care office location. The CCA must meet daily performance standards and customer service standards in order to achieve the highest level of membership satisfaction. The CCA assists, educates and resolves client and member inquiries by providing information about Fidelis Care products, services as well as policies and procedures. The position is responsible for enrolling prospective members and renewing Fidelis Care member's coverage while maintaining the highest compliance standards in accordance with all regulatory, audit and corporate policies. This role is an office based position based in Jamaica Queens, NY.

Requirements

• High School Diploma or Equivalent Required.
• Associates Degree or Bachelor’s Degree Preferred.
• Fluency in Spanish and/or Creole strongly preferred.
• Ability to undergo rigorous internal training and have complete command of the sales process, Fidelis Care products, competitive environment in their region.
• Successfully pass a test (with a minimum 85% score) with no more than 2 attempts.

Nice To Haves

• Bilingual (Chinese Mandarin and Chinese Cantonese) is preferred.

Responsibilities

• Assist members and clients by meeting or exceeding key performance metrics.
• Log every interaction into Salesforce including the completion of applications and calls.
• Document in Facets and other systems as required.
• Comply with all NYSOH Marketing Guidelines and all Fidelis and Centene trainings within required timeframes.
• Consistently meet quality standards for calls, client meetings and application submission and documentation.
• Meet monthly quality standards as reflected in the Salesforce Hit Rate and Supervisor in-person audits.
• Ensure Receipts are complete and attached to application in Salesforce.
• Clarify the customer's complaint; determine the cause of the problem; select and explain the best solution to solve the problem.
• Develop and maintain relationships with existing members by providing guidance and assistance throughout the year.
• Identify unfulfilled needs and provide 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 including payment inquiries, ID requests, PCP changes, renewal and benefit inquiries.
• Perform other duties as assigned, including assisting and training others, and tabling at community-based offices, provider offices, and events as needed.

Benefits

• Competitive pay.
• Health insurance.
• 401K and stock purchase plans.
• Tuition reimbursement.
• Paid time off plus holidays.
• Flexible approach to work with remote, hybrid, field or office work schedules.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees