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Outreach and Enrollment Specialist

POSITION PURPOSE:
This position is responsible for meeting or exceeding enrollment and retention goals for all CHPW lines of business, including but not limited to Apple Health, Medicare Advantage and individual and small group product lines.

PRINCIPAL DUTIES:
• Receives calls from prospective members responding to CHPW advertising/promotion and events.
• Discusses the features, advantages, and benefits of CHPW product lines with prospective members in a high volume environment.
• Enroll qualified prospective members over the telephone.
• Tracks and follows-up with prospective members in CRM (Customer Relationship Management) software.
• Follows-up with leads generated by Marketing and Business Development Team
• Assists Account Executives and Community Outreach Specialists with scheduling appointment with prospective members.
• Schedules prospective members to attend CHPW informational meetings.
• Maintains competitive data and feedback recommendations for product enhancements
• Calls members to execute member retention strategies and identifies any issues.
• Works with Business Development team to identify and outreach to possible community partners and providers
• Occasionally represent CHPW at community events.
• Other duties as assigned.

QUALIFICATIONS:
Education
• High School diploma or equivalent required.
• Valid Washington state disability license (non-provisional), strongly preferred
• Or ability to obtain within the first 90 days; must maintain license for the duration of employment.

Prior Related Experience
• Three plus (3+) year’s prior related inbound/outbound call center experience required.
• Demonstrated success in telemarketing sales or customer service call center preferred.
• Three plus (3+) years’ experience working with Washington State Managed Care, Medicare, or Commercial health insurance preferred.
• Health plan experience preferred.

Employment Eligibility:
• Candidate has not been sanctioned or excluded from participation in federal or state healthcare programs by a federal or state law enforcement, regulatory, or licensing agency.

Knowledge, Skills, and Abilities
• Ability to work evening and weekend hours as needed, especially during heavy enrollment periods
• Ability to report to work on time and work the days scheduled
• Knowledge of Health Plan administration and call center processes and technology, call management, scheduling, etc.
• Demonstrated ability to meet department service levels (percentage answered, abandon rate) through effective staffing and scheduling
• Fluency in a language other than English preferred.
• Must be able to manage conflict effectively.
• Ability to qualify and quantify prospective members and determine which CHPW plan meets their needs.
• Understanding of CRM systems and how to maximize their functionality
• Comply with all regulatory requirements.
• Good knowledge of Washington State Managed Care, Medicare, or Commercial Insurance in relation to product knowledge and regulatory requirements
• Assists Business Development team in administrative and eligibility inquiries for current and prospective members
• Proficient with Microsoft Office Suite and the ability to learn new software programs.
• Ability to learn and apply benefit changes rapidly and comprehensively.
• Excellent oral and written communication skills.
• Able to work well with others in a collaborative and respectful manner.
• Must have the ability to learn and prioritize multiple tasks and prioritize and document prospective members and calls.
• Able to work under pressure, meet and exceed goals and quotas, and to meet deadlines.
• Other duties as assigned

Community Health Plan of Washington is an equal opportunity employer committed to a diverse and inclusive workforce. All qualified applicants will receive consideration for employment without regard to any actual or perceived protected characteristic or other unlawful consideration.

Time:  Full time
Salary:  Salary
Category:  Marketing/sales/product development

Updated: 1/9/2017 2:29:33 PM