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Primary contact for assigned market(s) for all Sales Support functions from onboarding, certifications and commissions. Thrives in a fast paced environment, while striving toward quality resolutions for our field partners.
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 and re-certification with the field.
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 and resolves compensation issues.
Resolves inquiries via the Field Magic and Customer Service ticketing systems.
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.
Performs special projects as assigned.
Additional Responsibilities:Candidate Education:
Required An Associate's Degree in a related field
Required 2 years of experience in customer service or office related area
Preferred 2 years of experience in health insurance and agent certification
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: