Position Purpose:Primary contact for assigned market for all Sales Support functions from onboarding and certifications through to commissions.
Thrives in a fast paced environment, while striving toward Quality resolutions for our field partners.
Candidate Education: Required An Associate’s Degree in a related fieldEssential Functions: * Acts as the primary contact for assigned service issues and is responsible for fulfillment and delivery of pre-enrollment kits, enrollment and marketing supplies to producers nationally.Assists with tracking various compliance elements, e.G.
license expirations, past due field evaluations, training, rapid disenrollments, etc.Communicates the status of agent certification / re-certification with the market.Coordinates all activities required of WellCare’s certification and recertification processes, e.G.
generating and evaluating producer background checks, ensuring appropriate licensure and appointments, data entry, creation of producer files, and gathering of documentation required to issue WellCare approval of producers’ writing privileges.Interacts with producers via phone, internet and email.Maintains producer files to ensure compliance with organization policies and procedures, CMS requirements, and HIPAA regulations.Performs data entry functions for all producer activity and is fluent in all WellCare systems that are applicable to the field channel.Provides service resolutions within targeted SLAs and serves as first line of contact for escalated service issues.
Aims to provide 1st call resolution for escalated contracting, training and communication issues.Researches & resolves compensation issues.Responds to all producer inquiries regarding service of CCP and PDP plans and works with other team members and departments as necessary to facilitate producer business workflow and commission issue resolutions.Responds to producer inquiries with timely and accurate feedback and proactively partners with internal and external team members to provide first-call, Quality resolution.Understands CMS guidelines for marketing and enrollment/disenrollment.Conducts outreach to sales partners relating to certifications, applications, events, etc.Assists in audit documentation preparation as needed.Manages preparation and execution of co-op marketing dollars for field partners.Manages producer appeal process and background review.Performs calculations and data processing.Performs weekly maintenance and commission calculations.Provides level 2 support for producer inquiries and escalations.Provides weekly report of department metrics and open issues to management.Researches escalated commission inquiries from all markets and decide whether or not payments need to be made.Reviews training material, work instructions, Model Office documents and Sales & Marketing policies as processes changes.Trains field sales partners on Sales Support systems and processes in support of Sales Playbooks and best practices.Lead various call center improvement initiatives including updating and maintaining call center training and reference documents and performing regular quality audits.Participates in continuous identification of process improvements and partners with management to implement.Lead assigned Coordinators in all designated tasks and responsibilities.Performs special projects as assigned.Additional Responsibilities:Required or equivalent work experienceCandidate Experience: Required 5+ years of experience in a customer service position addressing high tiered escalation and white glove servicePreferred 3+ years of experience in Health InsurancePreferred 2+ years of experience in System administration and process improvementPreferred 2+ years of experience in Policy and Procedure technical writing Licenses and Certifications:A license in one of the following is required:Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.