Retention Specialist Temp

Job Number: 2327

Workplace Type:

Position Title: Retention Specialist

External Description:

This is a temp position possible temp-to-hire.

Position Summary:

The Retention Specialist is responsible for ensuring the continued enrollment of our existing members within company health plan(s). This position works collaboratively with all departments to ensure the highest level of customer satisfaction. The ideal candidate must be friendly, professional, and genuinely interested in the needs of our members to proactively address customer related needs.

Essential Duties and Responsibilities:

Essential duties and responsibilities of the Retention Specialist include, but are not limited to:

• Conduct outbound calls such as Disenrollment/Exit Surveys, Welcome Calls, Provider Network Change, and Courtesy Calls
• Handle inbound telephone inquiries and transfers within the department’s goal timeframe
• Process reinstatements and re-enrollments as appropriate and required
• Practice “first call resolution” in all customer interactions and function as the “escalation” point for various customer service-related topics and workflows
• Be knowledgeable in procedures, protocols, benefits, services, and any other necessary information to resolve member issues and inquiries; serve as a “subject matter expert” in the health care experience that our members navigate daily
• Follow all required health plan compliance and standard operating procedures, including call documentation and providing information and assistance within the standards established by all applicable federal/state laws and regulations
• Must participate in all required team meetings and trainings, and exhibit satisfactory understanding of new information and process
• Responsible for meeting or exceeding individual and team goals, and for submitting activity reports in the format and frequency required
• Adhere to all applicable attendance and productivity policies
• Support other projects and duties as assigned by Management

Supervisory Responsibilities

This job has no supervisory responsibilities.

Minimum Requirements

1. Medicare Advantage health plan contact center experience such as Member Services, Concierge, Escalations/Resolution, Welcome, Retention, Telesales
2. Must be available to work full-time and over-time through the Annual Enrollment Period and Open Enrollment Period (October 1 – April 1), and any Special Election Periods as required

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Education and/or Experience: High school diploma or general education degree (GED); two to three years related experience and/or training; or equivalent combination of education and experience.
2. Certificates, Licenses, Registrations: None required
3. Other Qualifications – preferred, but not required:

• Bilingual English/Spanish, or Vietnamese, Chinese (Mandarin), Korean
• Independently motivated self-starter who can prioritize work assignments and make every day a productive day
• Team player willing to help and support colleagues, and do their part to support us all reaching our organizational goals
• Natural “teacher” with the ability to learn plans and describe/explain/educate healthcare coverage and services to our members
• Genuine passion for customer service

Skills and Abilities:

1. Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.
2. Mathematical Skills: Ability to add and subtract two-digit numbers and to multiply and divide with 10’s and 100’s. Ability to perform these operations using units of American money and weight measurement, volume, and distance.
3. Reasoning Skills: Ability to apply common sense understanding to carry out detailed, but un-involved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
4. Computer Skills: Strong computer skills.
5. Other Skills and Abilities:

              *   Computer literate, typing 40+ words per minute.

              *   Excellent communication skills, oral, and written.

Essential Physical Functions:

The physical demands 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 individuals with disabilities to perform the essential functions.

1. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.
2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

City: Orange

State: California

Location City: Orange

Location State: California

Community / Marketing Title: Retention Specialist Temp

Company Profile:

By leveraging our world-class technology platform, innovative care delivery models, deep physician partnerships and our serving heart culture, Alignment Health is revolutionizing health care for seniors! From member experience professionals and clinicians, to data scientists and operations leaders, we have built a talented and passionate team that is deeply committed to our mission of transforming health care for the seniors we serve. Ready to join us?

At Alignment, delivering exceptional care to seniors starts with ensuring an exceptional experience for our over 1,300 employees. At the center of our employee experience is a culture where employees at all levels and across all teams are encouraged to share their unique ideas and perspectives. After all, when you can bring your authentic self to work, whether that’s in a clinical setting, our corporate office or a home office, creativity and innovation flourish! Another important part of the Alignment culture is a belief in continuous learning and growth. As a result, in this fast-growing company, you will find ample support to grow your skills and your career – with us.

EEO Employer Verbiage:

 

Please note: All clinical positions are contingent upon successful engagement with Alignment Health’s COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.

*DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health’s talent acquisition team, please email [email protected].