Retention Field Representative

Centene Corporation • Remote-NY, NY

6d

About The Position

The Retention Field Representative is responsible for retaining current members in an assigned territory and meeting daily production metrics intended to improve membership retention. The role involves telephonic and in-person outreach, including assistance at community events and provider and 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, audit, and corporate policies.

The representative researches, analyzes, and documents member inquiries, including questions about program eligibility, applications, and services. They educate members about Wellcare products, act as a liaison with Wellcare departments, identify member needs, answer product and provider-network questions, address concerns, and work to retain members. The role also includes documenting interactions and leads in systems such as Sales Force and Facets, maintaining member account information, and completing administrative work. Candidates must reside in one of New York City's five boroughs and be comfortable traveling and working some weekends. Authorization to work in the United States without current or future employment-based visa sponsorship is required.

Requirements

• High school diploma or GED.
• At least one year of health care-related experience is preferred.
• At least one year of customer service or sales experience is preferred.
• Must reside in Brooklyn, Manhattan, Staten Island, The Bronx, or Queens.
• Must be comfortable with travel and working some weekends.
• Must be authorized to work in the United States without the need for employment-based visa sponsorship now or in the future.
• Must successfully pass required proficiency tests with a score of at least 85%, with 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.
• Experience with Medicare sales and community engagement.

Responsibilities

• Retain current membership in an assigned territory and meet daily production metrics.
• Conduct telephonic outreach and follow-up calls to educate members about Wellcare products and services.
• Conduct field outreach, including assistance at community events and provider and community office sites, and home visits to new and existing members.
• Research, analyze, and document member inquiries regarding program eligibility.
• Answer application and service questions to maintain or attract membership.
• 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 competitive environment in the region by passing required tests.
• Conduct needs-based analyses and answer questions about product features, benefits, and provider networks.
• Develop and maintain relationships with existing members by providing guidance and assistance throughout the year.
• Identify unmet member needs and provide education and assistance about Wellcare’s value and benefits.
• Adapt delivery skills to overcome objections and retain members.
• Identify solutions to member issues and concerns.
• Document interactions and marketing leads in appropriate systems, including Sales Force and Facets.
• Track and enter actions resulting from each communication 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, to perform administrative functions.
• Assist with and train others, perform other incidental or related duties as assigned, and occasionally perform duties of higher-rated positions for developmental purposes.
• Comply with all policies and standards and perform other duties as assigned.

Benefits

• Competitive pay
• Health insurance
• 401(k) and stock purchase plans
• Tuition reimbursement
• Paid time off and 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

What This Job Offers

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