Call Center Retention Specialist

Ana Polanco

**** ******* *** *** ***** NY ***** Phone: 646-***-**** Email: ad1ksr@r.postjobfree.com

Employment History

April 2016 – Present

OUTREACH SPECIALIST/ CALL CENTER, Healthfirst

Responsible for making outbound calls to existing Medicaid, QHP, EP and CHP membership up for renewal to assist over the phone and/or schedule appointments for the field RS staff to complete a renewal application. Also make help our member to make their monthly premium payment over the phone. Educate members on all aspects of the plan including answering questions regarding plan’s features and benefits.

Assist with department Salesforce deployment.

Successfully meet pre and post training exams and audit requirements. Attend annual GTM training and successfully meet testing requirements. Complete Annual Corporate Training requirements. Understand and implement the Plan’s policies and procedures for the renewal process.

Establish and maintain good working relationships with internal business partners such as Member Services, Enrollment, Medical Management and our external Marketplace Retention Specialist, Marketplace Facilitated Enrollers and Medicare Representatives.

Arrive at scheduled work site, team meetings and training sessions in a timely manner.

Participate in weekly, bi-weekly and monthly staff meetings and trainings including one-on-one meetings with management. Raise any issues / concerns to Management relative to retention opportunities, competition, training needs and process improvement

Sometime train new hired employee.

Sometimes I assisted doing interaction desktop phone testing. To verify the phone functionality

Make sure I do a daily report

Test salesforce new feature functionality every 3 months sometime. Also, I provide new ideas and feedback of the new feature functionality.

Give out ideas and strategy to makes the job more efficient for us as employee and for the member.

February 2013 – April 2016

RETENTION SPECIALIST, Healthfirst

Developed and maintained new contacts and partnerships in the community leading and managing strategies within a specific territory or business initiative such as Community Relations, Uninsured Outreach Program, Retention and/or Provider Marketing. Had a good culture relationship around the community.

Maintained personal NYSOH Marketplace dashboard.

Assisted Medicare and Integrated Product members through outbound campaigns to retain their Medicaid coverage and/or obtain Medicare Part A/B coverage.

Cultivated excellent relationships with both, clients and co-workers from diverse backgrounds and temperaments. Performed Office Printing Operations, do electronic application throughout HRA. Keep a track of a book of business daily.

Enrolled members to the affordable care insurance, such as child health plus, Essential plan and Qualified Health plans using the New York state of health website.

Additional duties as assigned.

July 2009 – February 2013

RETENTION REP/ FACILITATED ENROLLER, Royal Health Care (out of business)

Identified prospective members that did not have health insurance and enrolled them into one of the government offered programs.

Grew membership through educating and servicing the Medicaid population; including meeting the communities need for ongoing educational and social service outreach to existing and potential members

Coordinated with the member and go their houses and do the renew packet that they receive by mail, or online.

Managed calendars with guidance by establishing a systematic approach for oneself and others to track time commitments and the completion of tasks

Performed Office Printing Operations, do electronic application throughout HRA.

December 2007 – May 2009

MEDICAID MARKETING REP, WellCare Health Plan Inc.

Assisted with assigned site patients seeking Medicaid enrollment or additional Plan options, in accordance with State Marketplace guidelines. Also assisted members in need of intensive aftercare outreach and provided education and support through follow-up and reminder calls.

Acted as a bridge between WellCare and Providers, hospitals and agencies within the community to facilitate transfers of information about member status.

Maintained any onsite material/flyer displays in a visually pleasing and fully stocked manner.

Education & Training

2018

BACHELOR OF SCIENCE, Grand Canyon University

Elementary Education

Summary of Qualifications

MS Office – PowerPoint, Word, and Excel

Read, write, speak and translate Eng/Span.

Energetic and enthusiastic Admin Asst

Experience dealing with top international clients, handling important documents of all type

Adeptness in handling multitasking

Experience in multi-level marketing sales

Organized & detailed-oriented, able to prioritize & delegate tasks effectively to ensure timely project completion within a team work environment

Articulate, friendly, & very effective working with people of different backgrounds & temperaments

Research educational resources on the Internet

References Available Upon Request

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