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You could be the one who changes everything for our 25 million members. Centene is transforming the health of our communities, one person at a time. As a diversified, multi-national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility.Position Purpose:The Customer Care Associate (CCA) is responsible for assisting members and clients at an assigned Fidelis Care office location. The CCA must meet daily performance standards and customer service standards in order to achieve the highest level of membership satisfaction. The CCA assists, educates and resolves client and member inquiries by providing information about Fidelis Care products, services as well as policies and procedures. The positon is responsible for enrolling prospective members and renewing Fidelis Care member’s coverage while maintaining the highest compliance standards in accordance with all regulatory, audit and corporate policies.To assist members and clients by meeting or exceeding key performance metrics, which consists of logging every interaction into Salesforce including but not limited to the completion of applications and calls. Documentation in Facets and other systems as required. Comply with all NYSOH Marketing Guidelines and all Fidelis and Centene trainings within required timeframes. Consistently meet quality standards for calls, client meetings and application submission and documentation. Meet monthly quality standards of as reflected in the Salesforce Hit Rate and Supervisor in-person audits. Ensure Receipts are complete and attached to application in Salesforce.
Clarify the customer's complaint; determine the cause of the problem; select and explain the best solution to solve the problem (if unable to handle directly, provide accurate guidance to correct department) and expedite correction or adjustment; follow up to ensure resolution.
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. To include, payment Inquiries, ID requests, PCP changes, renewal and benefit inquires as they present at the office or other assigned sites.
Job performance requires fulfilling other incidental or related duties as assigned, assisting and training others, tabling at community based office, provider offices and events as needed to include nights and weekends. Performing duties of higher rated positions from time to time for developmental purposes.
Education/Experience:High School Diploma or Equivalent Required, Associates Degree or Bachelor’s Degree PreferredLicense/Certification:Ability to undergo rigorous internal training and have complete command of the sales process, Fidelis Care products, competitive environment in their region and successfully pass a test (with a minimum 85% score) with no more than 2 attempts, which will indicate the applicants level of proficiency in these areas.Our Comprehensive Benefits Package:Flexible work solutions including remote options, hybrid work schedules and dress flexibilityCompetitive payPaid Time Off including paid holidaysHealth insurance coverage for you and dependents401(k) and stock purchase plansTuition reimbursement and best-in-class training and developmentFor Fidelis Care plan only: bilingual (Chinese Mandarin) is requiredCentene 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: Customer Care AssociateLOCATION: New York, New YorkREQNUMBER: 1296792
