Verda Healthcare · 5 months ago
TeleSales and Retention Representative – Bilingual (Spanish, Vietnamese, or Chinese)
United States
Full-time
Remote
Entry Level
1+ years expVerda Healthcare is seeking a TeleSales and Retention Representative who is bilingual in English and either Korean, Vietnamese, or Spanish. The role involves providing quality customer service, educating prospective members about benefits and plan options, and resolving member issues to enhance satisfaction and retention.
Insurance
Responsibilities
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 demonstrates 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. This includes inbound call volume from our marketing efforts and outbound calls to members
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 and job aids. Takes ownership of the issue, focusing on providing solutions and options for members, as necessary through resolution of member issue
Increases member satisfaction by following up and resolving member issues, complaints, and questions in an efficient, timely and accurate fashion; coordinates resolution with providers and other departments as needed. This is a critical element of retention
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 complaint operations; communicates suggestions for improvement and efficiencies to management; identifies and reports problems with workflows following proper departmental procedures; actively participates in departmental staff meetings and training sessions
Follows all appropriate Federal and State regulatory requirements and guidelines applicable to Verda Health Plan operations, as documented in company policies and procedures. Follows all HIPAA requirements
Documents transactions by completing applicable member forms and summarizing actions taken in appropriate computer system and following standards set by the department or by other authorized individuals
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
Qualification
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 re benefits, including Medicare Advantage Plans
Ability to maintain calm demeanor, including during charged situations
Data entry and general computer skills required
Effective communication (oral and written) skills
Professional /pleasant telephone manner required
Ability to handle large call volume, while always providing excellent customer service
Demonstrated efficiency/effectiveness is an environment with a high call volume
Integrity and Trust
Customer Focus
Functional/Technical Skills
Written/Oral Communications
Critical/Analytical Thinker
Preferred
Experience in the healthcare, insurance, or pharmacy industry is highly desirable
Company
Verda Healthcare
VERDA Healthcare is a new Medicare Advantage Plan launched by a passionate, purpose-driven group of experienced healthcare professionals committed to the idea that healthcare should be easily and equitably accessed by all.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
James Kim
Board Member, Co-Founder and Interim CMO
Thinh Tran, MD, MBA
Co-Founder and Board Member
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