Lead Retention Representative - Full-time / Part-time
Paloma, IL 62359
You could be the one who changes everything for our 26 million members as a clinical professional on our Medical Management/Health Services team. Centene is a diversified, national organization offering competitive benefits including a fresh perspective on workplace flexibility.Position Purpose: The Retention Team Lead is responsible for retaining membership in an assigned territory and supporting the Supervisor in providing guidance to the Retention Representatives while ensuring compliance with all regulatory, audit, and corporate policies. Also responsible for oversight of key assignments and projects while working with the Retention Supervisor to assist the team to meet daily production metrics, staff issues, inquiries and finding solutions for escalated cases to ensure customer satisfaction.Orient and train employees in order to maintain staff. Plan performance expectations and monitor results in order to develop and counsel staff members. Document employee performance in order to maximize performance results.
Ability to meet and exceed quality assurance standards.
Ability to undergo rigorous internal training and have complete command of the sales process, Fidelis Care products, competitive environment in their region successfully pass test(s) as required(with a minimum 85% score)with no more than 2 attempts, that will demonstrate a level of proficiency. Have the ability to conduct a needs based analysis to better understand the best course of action based on those needs and be able to answer product, feature, benefit and provider network questions for all members throughout N.Y. State.
Answer questions, explain policies and procedures, share information, and encourage open dialog in order to maintain open communication channels with employees and management. Explore specific needs and resolve problems in order to build and maintain customer and employee relationships. Able to effectively interact with internal and external customers.
Receive, investigate, evaluate, and resolve complaints; follow up with customers; personally resolve difficult situations in order to ensure customer satisfaction.
Track, monitor and report metrics of the staff with the use of specific reporting tools. Gather and analyze recurring sales and marketing data in order to provide management with status reports. Explore specific needs and resolve problems in order to build and maintain client relationships, at the discretion of the supervisor.
Job performance requires fulfilling other incidental or related duties as assigned, assisting and training others, and performing duties of higher rated positions from time to time for developmental purposes.Education/Experience: High School Diploma or GED Required. Associates Degree or Bachelors Degree Preferred. Minimum 5 years experience working in a Health Care setting preferred. Minimum 1 year Sales or Customer Service experience preferred.
Our Comprehensive Benefits Package: Flexible work solutions including remote options, hybrid work schedules and dress flexibility, Competitive pay, Paid time off including holidays, Health insurance coverage for you and your dependents, 401(k) and stock purchase plans, Tuition reimbursement and best-in-class training and development.
Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.