Sales Support Coordinator I

You could be the one who changes everything for our 28 million members. Centene is transforming the health of our communities, one person at a time. As a diversified, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility.
 

* This position is a call center based role where you will be taking in bound phone calls from sales agents / brokers. The required shift is Monday to Friday 9:15 am to 6:15 pm EST. *

Position Purpose: 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.

• Performs other duties as assigned.

• Complies with all policies and standards.

Education/Experience: High School or GED. 2+ years of experience in customer service or office related area required. 2+ years of experience in health insurance and agent certification preferred. 2+ years of experience in policy and procedure technical writing preferred.
 

Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules.  Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status.  Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act