Retention Field Representative

Centene Corporation•Remote-NY, NY

6d•$23 - $40

About The Position

The Retention Field Representative is responsible for retaining current membership within an assigned territory and meeting daily production metrics designed to improve membership retention. The role conducts telephonic and in-person outreach, including assistance at community events and provider or community office sites, as well as home visits to new and existing members. The representative explains and assists members with Wellcare products and ensures compliance with regulatory requirements, audit standards, and corporate policies. The representative resolves member inquiries by researching, analyzing, and documenting program eligibility questions; answers questions about applications, services, and programs; and conducts outreach and follow-up calls to educate members about Wellcare products. The role also serves as a liaison between members and Wellcare departments, maintains member account records, documents interactions and marketing leads in systems such as Salesforce and Facets, and builds ongoing relationships with members by providing guidance and assistance throughout the year. The position requires travel and some weekend work. The candidate must reside in Albany or Oneida County and be authorized to work in the United States without current or future employment-based visa sponsorship. Candidates must complete internal training and demonstrate proficiency in the sales process, Wellcare products, and regional competitive environment, including passing required tests with a score of at least 85% within no more than two attempts. Other incidental or related duties may be assigned, including assisting or training others and occasionally performing duties of higher-rated positions for developmental purposes.

Requirements

High school diploma or GED.
At least one year of healthcare-related experience is preferred.
At least one year of customer service or sales experience is preferred.
Must reside in Albany or Oneida County.
Must be able to travel and work some weekends.
Must be authorized to work in the United States without current or future employment-based visa sponsorship.
Must complete rigorous internal training and pass required proficiency tests with a minimum score of 85% in no more than two attempts.
A driver's license may be required by some plans.
Specific language skills may be required by some plans.

Nice To Haves

Associate degree or bachelor's degree preferred.
Experience with Medicare sales and community engagement is highly preferred.
Healthcare-related experience of at least one year preferred.
Customer service or sales experience of at least one year preferred.

Responsibilities

Retain current members in an assigned territory and meet daily production metrics.
Conduct telephonic outreach and field outreach, including community events, provider and community office visits, and home visits to new and existing members.
Explain and assist members with Wellcare products and services.
Comply with regulatory requirements, audit standards, and corporate policies.
Research, analyze, and document member inquiries regarding program eligibility.
Answer questions about applications, services, and programs to maintain or attract membership.
Conduct outreach and follow-up calls to educate members about Wellcare products and act as a liaison between members and Wellcare departments.
Meet and exceed quality assurance standards.
Conduct needs-based analyses and answer questions about product features, benefits, and provider networks.
Develop and maintain relationships with existing members by providing year-round guidance and assistance.
Identify members’ unfulfilled needs and provide education and assistance about the value and benefits offered by Wellcare.
Adapt delivery skills to address objections and retain members.
Identify solutions to member issues and concerns.
Document interactions, including marketing leads, in appropriate systems such as Salesforce and Facets.
Track and enter actions resulting from communications so member accounts accurately reflect activities performed.
Input, update, and create member information in databases to maintain customer accounts.
Use computer systems, including Salesforce, for administrative functions.
Assist with and train others and, from time to time, perform duties of higher-rated positions for developmental purposes.
Perform other duties as assigned and comply with all policies and standards.