Customer Care Associate

High School Diploma or Equivalent Required
Associates Degree or Bachelor’s Degree Preferred
Fluency in Spanish required
Ability to undergo rigorous internal training and have complete command of the sales process, Fidelis Care products, competitive environment in their region and successfully pass a test (with a minimum 85% score) with no more than 2 attempts.

Assist members and clients by meeting or exceeding key performance metrics, which consists of logging every interaction into Salesforce including but not limited to the completion of applications and calls.
Clarify the customer’s complaint; determine the cause of the problem; select and explain the best solution to solve the problem and expedite correction or adjustment; follow up to ensure resolution.
Develop and maintain relationships with existing members by providing guidance and assistance throughout the year.
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, including payment inquiries, ID requests, PCP changes, renewal and benefit inquiries.
Job performance requires fulfilling other incidental or related duties as assigned, assisting and training others, tabling at community based office, provider offices and events as needed to include nights and weekends.