Verda Healthcare, Inc has a contract with the Center of Medicaid and Medicare Services (CMS) and Texas Department of Insurance for a Medicare Advantage Prescription Drug (MAPD) plan for 2024. We are looking for a TeleSales and Retention Representative – Bilingual (Vietnamese or Chinese) to join our growing company with many internal opportunities.
Are you ready to join a company that is changing the face of health care across the nation? Verda Healthcare, Inc is looking for people like you who value excellence, integrity, caring and innovation. As an employee, you’ll join a team dedicated to improving the lives of our Medicare members. Our vision incorporates value–based health care that works. We value diversity.
Align your career goals with Verda Healthcare, Inc and we will support you all the way.
Position Overview
This TeleSales and Retention Representative – Bilingual is responsible for selling activities over the phone by assisting customers with information and resources about Medicare insurance products. This person will respond to inbound callers seeking information about plans and present the products and services that match the needs of the customer. This person will make outbound calls to leads to qualify prospects and make follow–up appointments as needed. If applicable, closes sales. This person must understand and adhere to all CMS guidelines and policies. The TeleSales and Retention Representative – Bilingual reports to the Director of Sales as part of the Verda Health Plan of Texas growth and community, provider outreach team. This person could
either sit in our physical office in Huntington Beach, CA or Houston, TX.
members, and caregivers regarding benefits and plan options.
• Accurately explains benefits and plan options in person, via email or telephonically.
• Provides follow–up with prospective members demonstrates active listening skills,
determining the needs assessment and clarifying the customer’s wants versus needs and
identifying and explaining the plan solution.
• Consistently meets and/or exceeds the departmental KPI production standards, including
quality, productivity, and adherence to schedule and attendance. This includes inbound call
volume from our marketing efforts and outbound calls to members.
staff/providers by answering telephonic and written inquiries concerning benefits, eligibility,
referrals, enrollments, and all other issues following departmental policies and procedures
and job aids. Takes ownership of the issue, focusing on providing solutions and options for
members, as necessary through resolution of member issue.
•Increases member satisfaction by following up and resolving member issues, complaints, and
questions in an efficient, timely and accurate fashion; coordinates resolution with providers
and other departments as needed. This is a critical element of retention.
•Participates in member calling projects as assigned by management to support the overall
Verda Health Plan goal of membership retention.
•Follows policies and procedures and job aids to maintain efficient and complaint operations;
communicates suggestions for improvement and efficiencies to management; identifies and
reports problems with workflows following proper departmental procedures; actively
participates in departmental staff meetings and training sessions.
•Follows all appropriate Federal and State regulatory requirements and guidelines applicable
to Verda Health Plan operations, as documented in company policies and procedures.
Follows all HIPAA requirements.
•Documents transactions by completing applicable member forms and summarizing actions
taken in appropriate computer system and following standards set by the department or by
other authorized individuals.
•Proactively engages and collaborates with other departments as required.
•Demonstrates personal responsibility and accountability by meeting attendance and
schedule adherence expectations.
•Achieves individual performance goals established for this position in call quality, attendance,
schedule adherence, and individual performance goals relating to call center objectives.
•Required: High School diploma or equivalent required.
•Bilingual and fluent in English AND one of the following Chinese or Vietnamese.
•3+ years call center or related TeleSales and/or customer service experience required.
•3+ years of prior experience re benefits, including Medicare Advantage Plans
•Experience in the healthcare, insurance, or pharmacy industry is highly desirable.
•Ability to maintain calm demeanor, including during charged situations.
•Data entry and general computer skills required.
•Effective communication (oral and written) skills. Professional /pleasant telephone manner
required.
•Professional /pleasant telephone manner required.
•Ability to handle large call volume, while always providing excellent customer service
•Demonstrated efficiency/effectiveness is an environment with a high call volume.
• Integrity and Trust
• Customer Focus
• Functional/Technical Skills
• Written/Oral Communications
• Critical/Analytical Thinker
• 401(k)
• Dental Insurance
• Health insurance
• Life insurance
• Paid time off.
• Vision insurance
Ability to commute/relocate:
• Reliably commute or planning to relocate before starting work (Required)