Retention Field Representative

Centene Corporation • Dallas, TX

22h • $23 - $40

About The Position

The Retention Field Representative is responsible for retaining current membership in an assigned territory and meeting daily production metrics intended to improve membership retention. The role 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. The representative explains and supports members with Wellcare products and ensures compliance with regulatory, audit, and corporate policies.

The representative helps resolve member inquiries about program eligibility, answers application and service questions, educates members about Wellcare products, and serves as a liaison between members and Wellcare departments. The role requires conducting needs-based analysis, responding to product and provider-network questions, building relationships with existing members, addressing concerns and objections, and documenting interactions and account updates in designated systems. The candidate must reside in the Dallas, Texas area and be comfortable with travel and some weekend work. Employment-based visa sponsorship is not available.

Requirements

• High school diploma or GED required.
• Must reside in the Dallas, Texas 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.
• Must complete required internal training and pass applicable tests with a minimum score of 85%, with no more than two attempts.
• Ability to conduct needs-based analysis and explain product features, benefits, and provider-network information.
• 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.
• At least one year of health care-related experience preferred.
• At least one year of customer service or sales experience preferred.
• Experience with Medicare sales and community engagement highly preferred.

Responsibilities

• Retain current members in an assigned territory and meet daily production metrics.
• Conduct telephonic and field outreach, including support at community events and provider and community office sites, and home visits to new and existing members.
• Research, analyze, and document inquiries regarding program eligibility to provide member resolution.
• 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 competitive environment in the region by passing required tests.
• Conduct needs-based analysis and answer questions about product features, benefits, and provider networks for members inside and outside the representative’s 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 that communicate the value and benefits offered by Wellcare.
• Adapt communication and delivery skills to address objections and retain members.
• Identify solutions to member issues and concerns.
• Document all interactions, including marketing leads, in the appropriate systems, including Sales Force and Facets.
• Track and enter interactions 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 duties of higher-rated positions from time to time for developmental purposes, and carry out other assigned duties.
• Comply with all policies and standards.

Benefits

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