TeleSales and Retention Representative – Bilingual; Spanish, Vietnamese, or Chinese

Overview

Tele Sales and Retention Representative – Bilingual (Spanish, Vietnamese, or Chinese) at Verda Healthcare

Join to apply for the Tele Sales and Retention Representative – Bilingual role at Verda Healthcare.

• Provide quality customer service. Educate prospective members, designated family members, and caregivers regarding benefits and plan options.
• Accurately explain benefits and plan options in person, via email, or telephonically.
• Provide follow-up with prospective members; demonstrate active listening, determine needs assessment, clarify the customer’s wants versus needs, and identify and explain the plan solution.
• Consistently meet and/or exceed departmental KPI production standards, including quality, productivity, and adherence to schedule and attendance. This includes inbound call volume from marketing efforts and outbound calls to members.
• Respond appropriately and in a timely fashion to inquiries concerning benefits, eligibility, referrals, enrollments, and other issues following departmental policies and procedures. Take ownership of issues and provide solutions and options as needed through resolution.
• Increase member satisfaction by following up and resolving issues, complaints, and questions; coordinate resolution with providers and other departments as needed. This is a critical element of retention.
• Participate in member calling projects as assigned to support membership retention.
• Follow policies, procedures, and job aids to maintain efficient operations; communicate suggestions for improvement and efficiencies to management; participate in staff meetings and training.
• Follow all applicable Federal and State regulatory requirements and HIPAA guidelines.
• Document transactions by completing applicable member forms and summarizing actions in the appropriate computer system.
• Proactively engage and collaborate with other departments as required.
• Demonstrate personal responsibility and accountability by meeting attendance and schedule adherence expectations.
• Achieve individual performance goals related to call quality, attendance, schedule adherence, and call center objectives.

Minimum Qualifications

• Required:
  
  High School diploma or equivalent.
• Bilingual and fluent in English AND one of the following Korean, Vietnamese, or Spanish.
• 1-2 years of call center or related Tele Sales and/or customer service experience.
• 1-2 years of prior experience regarding benefits, including Medicare Advantage Plans.
• Experience in the healthcare, insurance, or pharmacy industry is highly desirable.
• Ability to maintain a calm demeanor, including during charged situations.
• Data entry and general computer skills required.
• Effective communication (oral and written) skills; professional and pleasant telephone manner.
• Ability to handle large call volumes while providing excellent customer service.
• Demonstrated efficiency/effectiveness in a high-volume call environment.

• Integrity and Trust
• Customer Focus
• Functional/Technical Skills
• Written/Oral Communications
• Critical/Analytical Thinker

• Employment type:
  
  Full-time
• Job function:
  Sales and Business Development
• Industries:
  Insurance