Medicare Member Retention Representative (outbound call center)

Company: Vantage Health Plan, Inc.
Location: Monroe
Posted on: November 14, 2021

Job Description:

At Vantage Health Plan, we specialize in taking care of people: our members, our patients, and our employees. We offer competitive salaries and great benefits! Benefits include: Health, Dental, Life, Accidental Death and Dismemberment, Long Term Disability, Paid Time Off, and 401(k). Vantage is currently looking for a Medicare Member Retention Representative to work at our downtown Monroe location from 8:00AM - 5:00PM, Monday through Friday. Job Summary: The Medicare Member Retention Representative is responsible for identifying potential problems or issues through daily outbound retention calls to Medicare members. In addition to working daily call reports, the Retention Representative is also responsible for working return mail for all lines of business each morning from 8AM-9AM. Essential Duties & Responsibilities: ? Conduct a minimum of 50 daily outbound courtesy calls to ensure Medicare members understand their plan and assist with any questions or concerns they may have ? Research and identify any current, recent, and/or potential issues to personalize each call ? Answer basic inquiries and perform minor research in response to member questions ? Escalate calls requiring additional assistance from Member Services as appropriate for appeals, coverage determinations, etc. ? Identify any concerns of non-compliance from internal VHP sales staff or VHP Brokers that would require a compliance review and investigation based upon information given by a member while on a call ? Identify and document grievances appropriately and accurately ? Work return mail for all lines of business during the 8-9 hour daily to determine if mail should be delivered to a new address Marginal Duties: ? Assist Enrollment Production when necessary ? May fill in for Member Services Receptionist at times ? Assist with event reservations in the Business Development queue as needed Job Requirements:Knowledge, Skills, and Abilities: ? High school diploma or equivalent ? Experience in corporate office setting preferred ? Customer service-driven with excellent phone etiquette ? Proficient in Microsoft Office Suite (Excel, Word, Power Point, etc.) ? Ability to type minimum of 40 WPM preferred ? Highly organized and efficient with -strong -attention to detail ? Ability to multitask and prioritize in a fast-paced, ever-evolving environment ? Excellent verbal and written communication skills ? Ability to make simple calculations ? Ability to interact effectively with all levels of staff Supervisory Responsibilities: ? None Supervision Received: ? Works under general supervision of the Director of Member Services and Member Services Supervisor Working Conditions: ? This position operates in a professional office environment with opportunity to work from home upon meeting training, eligibility, and performance requirements as deemed appropriate by management ? This is a full-time position (40 hours/week) ? Overtime may be required ? Travel may be required Physical Demands The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to satisfactorily perform these essential functions without causing an undue hardship for the employer. While performing the duties of this job, the employee is required to remain in a stationary position for long periods of time and must frequently move about the office. The employee must constantly operate a computer and other office equipment such as phones, keyboards, printers, and copiers. The employee is regularly required to communicate with others via phone, email, etc. Occasionally, the employee is required to move up to 10 pounds and may, at times, be required to move up to 50 pounds.

Keywords: Vantage Health Plan, Inc., Monroe , Medicare Member Retention Representative (outbound call center), Other , Monroe, Louisiana