Bilingual Customer Care Associate

Centene Corporation

3d•Onsite

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. To assist members and clients by meeting or exceeding key performance metrics, which consists of logging every interaction into Salesforce including but not limited to the completion of applications and calls. Documentation 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 of 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 (if unable to handle directly, provide accurate guidance to correct department) and expedite correction or adjustment; follow up to ensure resolution. 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. To include, payment Inquiries, ID requests, PCP changes, renewal and benefit inquires as they present at the office or other assigned sites. Job performance requires fulfilling other incidental or related duties as assigned, assisting and training others, tabling at community based office, provider offices and events as needed to include nights and weekends. Performing duties of higher rated positions from time to time for developmental purposes. Performs other duties as assigned. Complies 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.
Ability to undergo rigorous internal training.
Complete command of the sales process, Fidelis Care products, and competitive environment in their region.
Successfully pass a test (with a minimum 85% score) with no more than 2 attempts, indicating proficiency in sales process, products, and competitive environment.

Nice To Haves

Bilingual in Spanish.
Sales experience.
Enrollment counselor experience.
Health navigator experience.
Bilingual (Chinese Mandarin and Chinese Cantonese) is preferred for Fidelis Care plan only.

Responsibilities

Assist, educate and resolve client and member inquiries by providing information about Fidelis Care products, services, policies and procedures.
Enroll prospective members and renew Fidelis Care member's coverage while maintaining the highest compliance standards.
Log every interaction into Salesforce, including the completion of applications and calls.
Document interactions in Facets and other systems as required.
Comply with all NYSOH Marketing Guidelines and all Fidelis and Centene trainings.
Meet quality standards for calls, client meetings, and application submission and documentation.
Ensure receipts are complete and attached to applications in Salesforce.
Clarify customer complaints, determine the cause of the problem, select and explain the best solution, and follow up to ensure resolution.
Develop and maintain relationships with existing members by providing guidance and assistance.
Identify unfulfilled needs and provide necessary education and assistance to promote the value and benefits offered by Fidelis Care.
Modify delivery skills to overcome objections and retain members.
Identify solutions to issues and concerns, including payment inquiries, ID requests, PCP changes, renewal and benefit inquiries.
Fulfill other incidental or related duties as assigned.
Assist and train others.
Table at community-based offices, provider offices, and events as needed, including nights and weekends.
Perform duties of higher-rated positions from time to time for developmental purposes.