Retention Field Representative

Centene Corporation • Tampa, FL

1d • $23 - $40

About The Position

The Field Retention Representative is responsible for retaining current membership in an assigned territory and meeting daily production metrics designed to improve membership retention. The representative conducts telephonic and field outreach, including assistance at community events and provider and community office sites, as well as home visits to new and existing members. They explain, communicate, and assist with Wellcare products and ensure compliance with regulatory, audit, and corporate policies.

The role provides member resolution by researching, analyzing, and documenting eligibility inquiries; answering questions about applications, services, and programs; and conducting outreach and follow-up calls to educate members about Wellcare products. The representative acts as a liaison between members and Wellcare departments, develops relationships with members, identifies unmet needs, and helps resolve concerns while working to retain membership. The candidate must reside in the Tampa, Florida area, be comfortable with travel and some weekend work, and be authorized to work in the United States without current or future employment-based visa sponsorship.

The position requires proficiency with Wellcare products, the sales process, and the regional competitive environment. The representative must complete internal training and pass required tests with a score of at least 85%, with no more than two attempts. They conduct needs-based analyses, answer product and provider-network questions, document interactions and leads in systems such as Sales Force and Facets, and maintain accurate member account information. Other duties may include assisting and training others and occasionally performing duties of higher-rated positions for developmental purposes.

Requirements

• Must reside in the Tampa, Florida area.
• Must be authorized to work in the United States without current or future employment-based visa sponsorship.
• Must be comfortable with travel and working some weekends.
• High school diploma or GED required.
• Minimum one year of healthcare-related experience preferred.
• Minimum one year of 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 complete rigorous internal training and pass required tests with a minimum score of 85% in no more than two attempts.
• Ability to conduct needs-based analyses and explain product features, benefits, and provider-network information.
• Ability to document interactions and maintain accurate member records using computer systems.

Nice To Haves

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

Responsibilities

• Provide member resolution by researching, analyzing, and documenting inquiries regarding program eligibility.
• Answer application and service questions about programs and services to maintain or attract membership.
• Conduct outreach and follow-up calls to educate members about Wellcare products and serve as a liaison between members and Wellcare departments.
• Meet and exceed quality assurance standards.
• Complete internal training and demonstrate proficiency in the sales process, Wellcare products, and the regional competitive environment by passing required tests with at least an 85% score within no more than two attempts.
• Conduct needs-based analyses and answer questions about product features, benefits, and provider networks for members inside and outside the assigned region.
• Develop and maintain relationships with existing members by providing guidance and assistance throughout the year.
• Identify members' unfulfilled needs and provide education and assistance about the value and benefits offered by Wellcare.
• Adapt delivery skills to overcome objections and retain members.
• Identify solutions to issues and concerns.
• Document all interactions and marketing leads in the appropriate systems, including Sales Force 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 Sales Force, for administrative functions.
• Conduct telephonic and field outreach, including community events, provider and community office visits, and home visits to new and existing members.
• Comply with regulatory, audit, corporate, and other applicable policies and standards.
• Assist and train others, perform other assigned duties, and occasionally perform duties of higher-rated positions for developmental purposes.

Benefits

• Competitive pay
• Health insurance
• 401(k)
• 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, subject to applicable terms and eligibility.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED