Verda Healthcare, Inc has a contract with the Center of Medicaid and Medicare Services (CMS) and Texas Department of Insurance for a Medicare Advantage Prescription Drug (MAPD) plan for 2024. We are looking for a TeleSales and Retention Representative – Bilingual (Spanish, Vietnamese, or Chinese) to join our growing company with many internal opportunities.
Are you ready to join a company that is changing the face of health care across the nation? Verda Healthcare, Inc is looking for people like you who value excellence, integrity, caring and innovation. As an employee, you'll join a team dedicated to improving the lives of our Medicare members. Our vision incorporates value-based health care that works. We value diversity.
Job Description Provide quality customer service. Educates prospective members, designated family members, and caregivers regarding benefits and plan options.Accurately explains benefits and plan options in person, via email or telephonically.Provides follow-up with prospective members, demonstrating active listening skills, determining the needs assessment and clarifying the customer's wants versus needs and identifying and explaining the plan solution.Consistently meets and/or exceeds the departmental KPI production standards, including quality, productivity, and adherence to schedule and attendance.Responds appropriately and in a timely fashion to prospective member/internal staff/providers by answering telephonic and written inquiries concerning benefits, eligibility, referrals, enrollments, and all other issues following departmental policies and procedures.Increases member satisfaction by following up and resolving member issues, complaints, and questions in an efficient, timely and accurate fashion.Participates in member calling projects as assigned by management to support the overall Verda Health Plan goal of membership retention.Follows policies and procedures and job aids to maintain efficient and compliant operations; communicates suggestions for improvement and efficiencies to management.Follows all appropriate Federal and State regulatory requirements and guidelines applicable to Verda Health Plan operations, as documented in company policies and procedures.Documents transactions by completing applicable member forms and summarizing actions taken in appropriate computer system.Proactively engages and collaborates with other departments as required.Demonstrates personal responsibility and accountability by meeting attendance and schedule adherence expectations.Achieves individual performance goals established for this position in call quality, attendance, schedule adherence, and individual performance goals relating to call center objectives.Minimum Qualifications Required: High School diploma or equivalent required.Bilingual and fluent in English AND one of the following: Korean, Vietnamese, or Spanish.1-2 years call center or related TeleSales and/or customer service experience required.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 calm demeanor, including during charged situations.Data entry and general computer skills required.Effective communication (oral and written) skills. Professional and pleasant telephone manner required.Ability to handle large call volume, while always providing excellent customer service.Demonstrated efficiency/effectiveness in an environment with a high call volume.Integrity and Trust.Customer Focus.Functional/Technical Skills.Written/Oral Communications.Critical/Analytical Thinker.Job Type: Full-time (Full Time Weekend rotation. Schedule to be determined) 401(k)Health insuranceLife insurancePaid time off.Vision insuranceAbility to commute/relocate: Reliably commute or planning to relocate before starting work (Required)PHYSICAL DEMANDS Regularly sit/walk at a workstation in an office or cubicle setting. Must occasionally lift and/or move up to 25-50 pounds.
*Other duties may be assigned in support of departmental goals. We are a purpose-driven health plan, determined to improve the health and wellbeing of under-served communities across the United States.
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