Inside Sales and Retention Representative II

Duties

• Inbound Call Inquiries and Enrollment Support: 30%
• Handles inbound phone queues appropriately.
• Responsible for maintaining call control to ensure the phone queues meet all defined service levels.
• Maintains a high standard of customer service, product knowledge, and agent relationship management.
• Outbound Product Education and Enrollment Activities: 30%
• Counsels on Medicare product education and enrollment activities.
• Conducts outbound calls relevant to enrollment campaigns, requests for information from community events, provider offices, after-hour messages, and website inquiries.
• Provides back-up external event coverage for community health fairs and enrollment events.
• Sales Data Management: 20%
• Ensures the integrity of data.
• Effectively utilizes the Customer Relationship Management (CRM) system to manage the sales referral pipeline and lead algorithm assignments.
• Enters data accurately by following the Goldmine and QNXT guidelines.
• Responsible for maintaining the quality and integrity of the CRM database through constant training on upgrades on the CRM data database.
• Maintains a high proficiency of the internal and external systems.
• Utilizes and adheres to approved scripts and contact guidelines when conducting outreach calls to potential enrollees and when acting as outward facing support for contracted General Agencies.
• Product Sales Regulatory Compliance: 10%
• Adheres to compliance of Centers for Medicare and Medicaid Services (CMS), California Department of Health Care Services (DHCS), and L.A. Care's Regulatory Affairs & Compliance regulatory guidelines.

Education and Experience

• Required: A minimum of 1 year of telesales experience.
• A healthcare telesales experience.
• Direct sales or healthcare related experience, preferably in the Medi-Cal, Commercial, or Medicare.
• Product experience.

Skills

• Excellent interpersonal and client interaction skills with strong attention to detail and accuracy.
• Ability to apply in-depth knowledge of product lines for positive outcomes for inbound call inquiries and outbound product education and enrollment activities.
• Must possess excellent writing skills and calm/professional telephone presence.
• Ability to multi-task; flexible and comfortable working in a fast paced environment and committed to meeting deadlines.
• Great attitude, energy and enthusiasm are critical.
• Proficient skills in Microsoft Word, Excel, PowerPoint and Outlook.
• Ability to understand internal enrollment processes.
• Must have a comprehensive skill set associated with the education and enrollment processes associated with our products.

Education

• Required: High School Diploma/or High School Equivalency Certificate.

Licenses and Certifications

• Required: Life & Health Insurance License - Active, current and unrestricted California License.
• Preferred: Covered CA Certification (Or must be obtained within 90 days from date of hire.)
• Required: Covered California Certification (Or must be obtained within 90 days from date of hire.)
• Preferred: AHIP Medicare Designation and Covered CA Certification (Or must be obtained within 90 days from date of hire.)

Training

• Ability to pass Medi-Cal Certification, and Medicare training certification within 90 days of hire.