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You could be the one who changes everything for our 26 million members. Centene is transforming the health of our communities, one person at a time. As a diversified, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility.

Position Purpose: The Senior Retention Representative is responsible for enrolling and retaining current membership specializing in MAP and long-term care programs. Interacts with members through education and assists with any enrollment needs. They must be able to effectively explain, communicate, and assist with all Fidelis Care products with expertise in the MAP, long term care, senior programs requirements. Represents the Plan through telephonic outreach to enroll and recertify members. May also support the specialty products and expansion project. It is the responsibility of the Senior Retention Field Representative to ensure compliance with all regulatory, audit and corporate policies. Complete all necessary paperwork, documentation, and follow-up in accordance with Center for Medicaid & Medicare Services (CMS) guidelines.

Provide member resolution by researching, analyzing, and documenting inquiries regarding program eligibility. Answer application and/or service questions regarding the programs and services in order to maintain/attract membership. Conduct outreach and follow up calls to educate members about Fidelis Products and serves as a liaison between the member and the different Fidelis departments. Represents the Plan through telephonic outreach to enroll and recertify members. Responsible for enrolling and retaining current membership specializing in MAP and long-term care programs May also support the specialty products and expansion project.

Ability to meet and exceed quality assurance standards.

Ability to undergo rigorous internal training and have complete command of the sales process, all Fidelis Care products, competitive environment in their region successfully pass CAC test(s) as required (with a minimum 85% score) with no more than 2 attempts, that will demonstrate a level of proficiency. Required to successfully pass NYS Life, Accident & Health Insurance License with no more than 3 attempts. Complete all necessary paperwork, documentation, and follow-up in accordance with Center for Medicaid & Medicare Services (CMS) guidelines. 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 and benefit questions and provider network questions for members both within and outside of their region.

Develop and maintain relationships with existing members by providing guidance and assistance throughout the year. Demonstrate passion for members by identifying unfulfilled needs and providing necessary education and assistance to promote the value and benefits offered by Fidelis Care. Modify delivery skills accordingly to overcome objections and retain members. Identify solutions to issues and concerns.

Document all interactions in the appropriate system (Sales Force, Facets) including marketing leads. Track and input interaction taken as a result of each communication in order to ensure all member accounts correctly reflect activities performed.

Education/Experience: High School Diploma / GED Required. Associates Degree or Bachelor’s degree preferred. 3 to 5 years Customer Service or Sales experience required. Analysis Knowledge: Skilled to work in a fast-paced environment. Must have strong analytical and problem-solving skills. Proficiency in Microsoft Office: Excel, Word, Access; Lotus Notes; Internet. Customer Service: Skilled to communicate with all levels of management, internal and external customers. Ability to work well as a member of a team or alone. Effective Business Communication: Skilled in communicating with technical and business constituencies in writing effective business specifications and requirements.

2 - 4 years Health Care Related Experience Referred. and or NYS Health and Accident License Required Managed Long Term Care and or Senior Programs Experience Preferred. Proficiency in one or more languages other than English preferred.

The salary range for NY is: $28.10 - $47.79 per hour

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.

License/Certification: NYS Life, Accident & Health Insurance License and Certified Application Counselor (CAC) required

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.

TITLE: Senior Retention Representative

LOCATION: Various, New York

REQNUMBER: 1411470