Outreach and Retention Associate

Overview

This position is responsible to provide a concierge experience to our members by providing new members additional education and helping them access the benefits that they enrolled for. The ORA role will assist with services post-sales and add to the members satisfaction thus, ultimately reducing member’s cancellations and dis-enrollments.

Responsibilities

• Create a unique member experience
• Conduct Outreach calls to existing MLTC members and generate leads to the MA unit
• Conduct Outreach calls to all prospect leads generated via marketing or lead purchase mediums
• Assign prospective appointments to Licensed Benefits Advisors when applicable
• Daily outreach to new members to reeducate them and orient them on the CPHL benefits and health delivery system access
• Conduct daily surveys to members who have submitted a dis-enrollment request and document the reasons
• Conduct weekly member education over the phone, at their home and/or in the field i.e. COV and Events
• Set up PCP appointments and assist with logistics such as OTC and Transportation benefits
• Affirm potential members understand plan process and access details and options they are eligible for
• Answer inquiries related to all CPHL Medicare products
• Conduct Plan to Plan Changes
• Informs potential members about OEV calls and/or letters
• Take Scope of Appointment calls from the field and document them
• Cookre and assist in re-enrollment and plan changes applications
• Refer escalated inquiries to Management
• Reduce monthly dis-enrollments and maintain a low and acceptable rate 10% or better
• Adhere to all CMS, CPHL and departmental rules and regulations
• Develop and maintains knowledge of products, services and systems as required
• Perform other duties as required

Requirements

• A High School Diploma
• A NYSDFS Accident and Health is preferable*
• Minimum 2 years of sales and/or customer service experience, preferably with Medicare
• Excellent communication and presentation skills
• Demonstrated PC literacy

Qualifications

• NYSDFS DFS licensed producer*

Skills

• Excellent communication and presentation skills
• Demonstrated PC literacy
• NYSDFS DFS licensed producer*

Benefits

• Equal Opportunity Employer

Pay

Negotiable

Schedule

Full-time