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Retention Specialist

Kelly Services

De Witt, NY
Job Code:
  • Business Development/Operations
Kelly Services
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Job Details

Job Title Retention Specialist

Jobid US41L3HH_BH1428336

Location: De Witt, NY, 13214, USA

Description **Important information: This position is recruited for by a remote Kelly office, not your local Kelly branch. DO NOT REACH OUT TO YOUR LOCAL BRANCH. Please submit your resume to be considered for this position.**

Kelly Services has an openings for a Retention Specialist at our client, one of the nation's leading health insurance providers, at their location in DeWitt, NY.


This telephone position educates and assists with the recertification process for Marketplace health insurance products, including Child Health Plus (CHP), Medicaid Managed Care (MA/MMC), and Essential Plan (EP). This role prepares the incumbent for a Facilitated Enroller position.

Essential Retention Specialist Responsibilities/Accountabilities

• Receives incoming calls from our Inside Sales Team for members who have indicated that want assistance with their health insurance recertification.

• Reviews family income and household size to determine eligibility for Medicaid/Medicaid Managed Care, Child Health Plus and the Individual Market; to include Adjusted Premium Tax Credit (APTC) and Cost Sharing (CS) for individuals and families.

• Assists individuals and families with securing and providing required documentation to demonstrate age, residency, citizenship and income as is required by the Marketplace.

• Communicates health insurance program options, fundamentals of all the health insurance products, benefits, and associated costs based on analysis of the applicant’s situation.

• Acts as member advocate for the individual to the Marketplace. Applies the rules and regulations of the Marketplace to the individual situation and provides open communication on application process between the parties.

• Reads, interprets and applies the Marketplace Facilitated Enroller (MFE) Training Manual rules and regulations when dealing with current or potential members.

• Communicates application and eligibility requirements in more than one language, engaging with translation service as needed.

• Calculates and compares financial information as is required in the enrollment process, including the ability to interpret tax return information and 3 months financial statements for self-employed applicants.

• Interprets a variety of complex instructions from the MFE Training Manual to assist applicants.

• Provides critical assessment and analysis which effects insurance enrollment for families and children.

• Schedules appointments with Marketplace Facilitated Enrollers if they cannot meet in real time with a Retention Specialist.

• Answers and/or triages incoming phone calls.

• Monitors voice mailbox and returns all voicemail calls.

• Backs up team members as appropriate: vacations, last minute appointment schedule changes involving customers, etc. May be required to back up regional MFE in their absence.

• Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values and adhering to the Corporate Code of Conduct.

• Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.

• Regular and reliable attendance and participation is expected and required.

• Performs other functions as assigned by management.

Minimum Qualifications

• Bachelor’s degree in Sales, Marketing, Business, or related field with a minimum of two years’ experience in Marketing, high level Customer Service, or related health insurance area. In lieu of degree, an additional 2 years’ experience will be considered.

• Obtain New York State MFE training and certification within 30 days of hire.

• Strong understanding of Medicaid/Medicaid Managed Care, Child Health Plans and all metal levels of the Individual Market is critical.

• Ability to identify and manage enrollment barriers encountered by the applicant and works with the applicant and the Marketplace to resolve enrollment issues.

• Bi-Lingual communicator preferred.

• Knowledge of MS office, (Word, Excel, Access), Lotus Notes (calendar, email), GoldSNAP client relationship management (CRM) tool and other technical applications as appropriate.

• Must display excellent communication skills and have good member and public contact capabilities.

• Ability to handle confidential information with discretion.

• Ability to evaluate member needs and research a situation to completion.

• Ability to work independently without close supervision; be detail oriented and have excellent organizational skills.

• Demonstrated understanding of math basic including: adding, subtracting, multiplying, dividing, rounding, and using all units of measure.

• Ability to promote safety and good housekeeping for employees within the work area.

• Must keep abreast of developments relevant to the function by attendance at meetings, seminars, workshops, etc., and as necessary, independent study.

• Demonstrates poise with non-verbal and verbal forms of communication with culturally diverse populations.

• Demonstrate sensitivity when obtaining required personal and confidential information including social security number, income, household composition, and immigrant status.

**Why Kelly** **®** **?**

At KellyServices ® , we work with the best. Our clients include 95 of the Fortune100 ™ companies, and more than 70,000 hiring managers rely on Kelly annually to accessthe best talent to drive their business forward. If you only make one career connection today, connectwith Kelly.

**AboutKelly Services** **®**

As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 peoplearound the world and have a role in connecting thousands more with work through our global network oftalent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit and connect with us on Facebook, LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and iscommitted to employing a diverse workforce. Equal Employment Opportunityis The Law.

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