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.
Reports To: Sr. Manager, Sales Support
Location: Tampa, FL 33634
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.
Required An Associate's Degree in a related field
Required or equivalent work experience
Required 5 years of experience in a customer service position addressing high tiered escalation and white glove service
Preferred 3 years of experience in Health Insurance
Preferred 2 years of experience in System administration and process improvement
Preferred 2 years of experience in Policy and Procedure technical writing
Intermediate Ability to work independently
Intermediate Ability to work as part of a team
Intermediate Ability to work in a fast paced environment with changing priorities
Intermediate Demonstrated organizational skills
Intermediate Demonstrated customer service skills
Intermediate Demonstrated interpersonal/verbal communication skills
Intermediate Demonstrated time management and priority setting skills
Intermediate Other Ability to remain calm under pressure
Licenses and Certifications:
A license in one of the following is required: Technical Skills:
Required Intermediate Microsoft Word
Required Intermediate Microsoft Excel
Required Intermediate Microsoft PowerPoint
Preferred Beginner Microsoft Access
Required Intermediate Microsoft Outlook
Preferred Beginner SalesForce
About us Headquartered in Tampa, Fla., WellCare Health Plans, Inc. (NYSE: WCG) focuses primarily on providing government-sponsored managed care services to families, children, seniors and individuals with complex medical needs primarily through Medicaid, Medicare Advantage and Medicare Prescription Drug Plans, as well as individuals in the Health Insurance Marketplace. WellCare serves approximately 5.5 million members nationwide as of September 30, 2018. WellCare is a Fortune 500 company that employs nearly 12,000 associates across the country and was ranked a "World's Most Admired Company" in 2018 by Fortune magazine. For more information about WellCare, please visit the company's website at www.wellcare.com. EOE: All qualified applicants shall receive consideration for employment without regard to race, color, religion, creed, age, sex, pregnancy, veteran status, marital status, sexual orientation, gender identity or expression, national origin, ancestry, disability, genetic information, childbirth or related medical condition or other legally protected basis protected by applicable federal or state law except where a bona fide occupational qualification applies. Comprehensive Health Management, Inc. is an equal opportunity employer, M/F/D/V/SO.