Field Retention Representatives Needed!

Salary: 30,000 / Yearly	Location: Rego Park, NY
Type: Full-Time	Postal Code: 11374

Field Retention Representatives Needed!

Retention Reps needed in the Bronx, Brooklyn & Queens, NY.

Position Summary:
Responsible for retaining current membership by assisting members with the completion and processing of the government health program applications. The Retention Representative is also responsible for responding to all inquiries regarding the application process from both new and existing members.

Technical/Functional Expectations:
1.
Customer Service:
Provide member resolution by researching, analyzing and documenting inquiries regarding program eligibility. Answer application and/or service questions regarding the programs and services in order to maintain/attract membership. Follow up calls reminding members to return recertification applications as well as requesting missing documentation.

2.
Member Relations:
Develop and maintain relationships with existing members by providing guidance and assistance through the recertification process. Demonstrate passion for members by identifying unfulfilled needs and providing necessary education and assistance to promote the value and benefits offered by Fidelis Care NY. Modify delivery skills accordingly to overcome objections and retain members thinking of alternative solutions to issues and concerns.

3.
Documentation:
Complete all required paperwork and documentation necessary to complete the application process. Track and input actions taken during the recertification process in order to ensure all member accounts correctly reflect the activities performed.

4.
Computer Skills:
Input, update, and create member information on spreadsheets and databases in order to maintain customer accounts. Utilize computer systems to perform administrative functions.

5.
Other duties as required:
Job performance requires fulfilling other incidental or related duties as assigned, assisting and training others, and performing duties of higher rated positions from time to time for developmental purposes.


Behavioral Competencies:
1.
Attention to Detail:
Able to be thorough and complete when working with assembling, processing, or providing detailed information; track details even when under pressure.

2.
Integrity:
Able to demonstrate consistency of words and actions; protect confidential information; practice what he/she preaches; do what is right even when no one is watching.

3.
Customer Service:
Able to anticipate and respond to customer needs, concerns, or questions in order to meet or exceed their expectations; help evaluate needs and options; show care and concern to demonstrate customer importance and value.

4.
Responsiveness:
Able to take action to meet the needs of others; respond to solve problems; minimize delays or problems with little or no supervision.

5.
Concern for Quality:
Able to promote quality in spite of other pressures; identify and remove barriers to quality; take time to do things right.

6.
Verbal Communication:
Able to clearly express ideas, information, or concerns with the spoken word; present verbal information in a straightforward manner; ask questions to open channels of communications.


Business Experience:
1.
Previous Customer Service Experience Preferred:



Educational and Experience Requirements:
1.
High School Diploma required.

2.
1 to 2 years related experience required.



VALID DRIVERS LICENSE AND OWN TRANSPORTATION







Fidelis Care is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by state or local law.

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