About this role
<p><b>Salary Range: </b> $50,216.00 (Min.) - $62,770.00 (Mid.) - $75,324.00 (Max.)</p> <p> </p> <p>Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members, we make sure our members get the right care at the right place at the right time.<br> <br> Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.<br> </p> <div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Job Summary</H2> </div><div><p>The Inside Sales and Retention Representative II is responsible for conducting targeted Medicare product outbound sales and retention campaign calls as well as meeting sales conversion and other metric goals. In addition to the outbound calling campaigns, the Representative in responsible for servicing inbound calls derived from marketing campaigns across all L.A. Care lines of business. This position is expected to support the call and lead flow sales model including generating leads for the external sales team if those opportunities can't initially be sold over the phone. This position is responsible for reaching minimum production goals established for this level in the Sales Compensation Program.</p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Duties</H2> </div><div><p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif"><b>Inbound Call Inquiries and Enrollment Support: 30%</b></span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif">Handles inbound phone queues appropriately. Responsible for maintaining call control to ensure the phone queues meet all defined service levels. Ensures there is appropriate phone coverage during the department’s business hours. Maintains a high standard of customer service, product knowledge, and agent relationship management. </span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"> </p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif"><b>Outbound Product Education and Enrollment Activities: 30%</b></span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif">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.</span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"> </p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif"><b>Sales Data Management: 20%</b></span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif">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, and AEVS to pre-screen prospective members for all lines of business.</span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"> </p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif"><b>Product Sales Regulatory Compliance: 10%</b></span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif">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.</span></span></p> <h2> </h2> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Duties Continued</H2> </div><div><h2><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif">Monthly and Quarterly Product Sales Performance Goals: <b>N/A</b></span></span></h2> <h2><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif"><span>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.</span></span></span></h2> <h2> </h2> <p><span style="font-size:10.0pt"><span style="font-family:'Calibri', sans-serif"><span style="font-size:10.0pt"><span style="font-family:'Calibri', sans-serif">Performs other duties as assigned. (10%)</span></span></span></span></p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Education Required</H2> </div><div><div>High School Diploma/or High School Equivalency Certificate</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Education Preferred</H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Experience</H2> </div><div><p><b>Required:</b><br> A minimum of 1 year of telesales experience. </p> <p>Healthcare telesales experience. </p> <p>Direct sales or healthcare related experience, preferably in the Medi-Cal, Commercial, or Medicare. </p> <p>Product experience.</p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Skills</H2> </div><div><p><b>Required:</b><br> Excellent interpersonal and client interaction skills with strong attention to detail and accuracy.</p> <p>Ability to apply in-depth knowledge of product lines for positive outcomes for inbound call inquiries and outbound product education and enrollment activities.</p> <p>Must possess excellent writing skills and calm/professional telephone presence. </p> <p>Ability to multi-task; flexible and comfortable working in a fast paced environment and committed to meeting deadlines. </p> <p>Great attitude, energy and enthusiasm are critical.</p> <p>Proficient skills in Microsoft Word, Excel, PowerPoint and Outlook.</p> <p>Ability to understand internal enrollment processes.</p> <p>Must have a comprehensive skill set associated with the education and enrollment processes associated with our products.</p> <p><b>Preferred:</b><br> Bilingual in one of L.A. Care Health Plan’s threshold languages is highly desirable. English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, Vietnamese.<br> </p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Licenses/Certifications Required</H2> </div><div><div>Life & Health Insurance License - Active, current and unrestricted California License</div><div>America's Health Insurance Plan (AHIP) Medicare Designation and Covered CA Certification (Or must be obtained within 90 days from date of hire.)</div><div>Covered California Certification (Or must be obtained within 90 days from date of hire.)</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Licenses/Certifications Preferred</H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Required Training</H2> </div><div><p><b>Required:</b><br> Ability to pass Medi-Cal Certification, and Medicare training certification within 90 days of hire.</p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Physical Requirements</H2> </div><div><div>Light</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Additional Information</H2> </div><div></div></div></div><p><b>Salary Range Disclaimer:</b> The expected pay range is based on many factors such as geography, experience, education, and the market. The range is subject to change.</p> <p> </p> <p><b>L.A. Care offers a wide range of benefits including</b></p> <ul> <li>Paid Time Off (PTO)</li> <li>Tuition Reimbursement</li> <li>Retirement Plans</li> <li>Medical, Dental and Vision</li> <li>Wellness Program</li> <li>Volunteer Time Off (VTO)</li> </ul> <p> </p>