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Technical/Functional Expectations:

 





 



1.



Customer Service:



Provide member resolution by researching, analyzing and documenting inquiries regarding program eligibility. Answer application and/or service questions regarding the programs and services in order to maintain/attract membership. Conduct follow up calls reminding members to return recertification applications, as well as requesting missing documentation.





 



2.



Member Relations:



Develop and maintain relationships with existing members by providing guidance and assistance through the recertification process. Demonstrate passion for members by identifying unfulfilled needs and providing necessary education and assistance to promote the value and benefits offered by Fidelis Care. Modify delivery skills accordingly to overcome objections and retain members. Identify solutions to issues and concerns.





 



3.



Documentation:



Complete all required paperwork and documentation necessary to complete the application process. Track and input actions taken during the recertification process in order to ensure all member accounts correctly reflect activities performed.





 



4.



Computer Skills:



Input, update and create member information on databases in order to maintain customer accounts. Utilize computer systems to perform administrative functions.





 



5.



Other duties as required:



Job performance requires fulfilling other incidental or related duties as assigned, assisting and training others, and performing duties of higher rated positions from time to time for developmental purposes.