Inbound Call Inquiries and Enrollment Support:
Handles inbound phone queues appropriately. Responsible for maintaining call control to ensure that the phone queues meet all defined service levels. Ensures that there is appropriate phone coverage during the department’s business hours. Maintains a high standard of customer service, product knowledge, and agent relationship management.
Outbound Product Education and Enrollment Activities:
Conducts outbound calls relevant to enrollment campaigns, requests for information from community events, provider offices, after-hour messages, and website inquiries. Provides back-up external event coverage for community health fairs and enrollment events.
Sales Data Management:
Ensures the integrity of data. Effectively utilizes the Customer Relationship Management (CRM) system to manage the sales referral pipeline and lead algorithm assignments. Enters Data accurately by following the Goldmine and QNXT guidelines. Responsible for maintaining the quality and integrity of the CRM database through constant training on upgrades on the CRM data database. Maintains a high proficiency of the internal and external systems. Demonstrates efficient use of internal proprietary systems, including but not limited to: CISCO, QMEIS, MEIS, QNXT, PDM, MARx, Member360, AEVS to pre-screen prospective members for all lines of business.
Product Sales Regulatory Compliance:
Adheres to compliance of Centers for Medicare and Medicaid Services (CMS), California Department of Health Care Services (DHCS), and L.A. Care's Regulatory Affairs & Compliance regulatory guidelines. Utilizes and adheres to approved scripts and contact guidelines when conducting outreach calls to potential enrollees and when acting as outward facing support for contracted General Agencies.
Monthly and Quarterly Product Sales Performance Goals:
Consistently meets the minimum organizational and departmental enrollment benchmarks for product growth campaigns and meets minimum monthly and quarterly performance and production standards for a Level II representative. Performance and production standards may be adjusted on a monthly, quarterly or annual basis as required to meet the department goals and objectives for all lines of business.
Perform other duties as assigned.