Retention Specialist - Bilingual in Spanish

Keystone Advisors Overview

At Keystone Advisors we partner with top insurers to help clients find essential health coverage in 49 states. We provide individuals, families, and businesses with health, dental, vision options, as well as Medicare options including Medicare Advantage, Medicare Supplement Insurance, and Prescription Drug Part D plans.

We are experts in the health insurance market and define our outstanding performance. Our team gives their best to match our clients’ needs. We are proud of helping thousands of Americans to find peace of mind and economic stability. Even though many things have changed throughout the decades, one thing remains the same: We are the key to finding the right health plan for our clients and customers.

Job Summary

Keystone is a fast-growing company seeking top talent in Houston, Texas. If you enjoy working in a fast-paced environment and want to be part of a team with a purpose Keystone may be right for you.

We are seeking a licensed Retention Specialist to provide superior customer service to all agency clients and will be expected to make outbound and inbound calls. The representative will be responsible to assist clients with inquiries, review benefits and answer any questions pertaining to their programs.

Qualifications/Requirements

• Required a college degree or equivalent work experience
• Active Group 1- Life and Health Insurance License
• Clear a State required background check to obtain and maintain license
• Maintain CE to ensure active license status.
• 3 years’ experience in customer service, sales and or healthcare related industry
  
• Strong knowledge in CRM systems and Microsoft suite products.
• Clear an employer background check.
• Gathering information and handling customer complaints and escalations.
• Developing aggressive retention strategies based on customer feedback.
• Negotiating with customers to renew contracts and retain business.
• Respond to and resolve, on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as disenrollment requests, benefits, eligibility, and claims
• Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider to retain them in their plan.
• Contact care providers (doctors’ offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
• Assist customers in navigating them to their member websites and encourage and reassure them to become self-sufficient
• Research complex issues pertaining to the caller’s health, status, and potential plan options.
• Meeting with other departments to propose customer retention solutions
• Writing and presenting customer behavior reports
• Building positive relationships with customers and business associates
• Document and update customer records based on interactions.
• Assist to reinstate policies due to missed premium payments.
• Develop and maintain a knowledge base of the evolving products and services.
• Core products are Medicare Advantage and ACA-Marketplace options.
• Facilitate client exit surveys.
• Respond to ticket inquiries from our vendor clients.
• Provide retention and trend reports to Management.
• Other duties as assigned.
• Bilingual in Spanish is a must.

Physical Requirements

• Sit for 8 hours or more
• Walk/stand and bend.
• Ability to communicate - verbally and audibly.
• Ability to use computer, keyboard, phones, and headsets
• Ability to multi-task

Knowledge, Skills, Abilities, & Experience

• Initiative-taking; upbeat attitude with high energy level
• Excellent customer service skills
• Excellent verbal, written communication, and people skills
• Empathy and patience
• Ability to remain calm and professional in stressful situations.
• Strong conflict resolution skills
• Excellent verbal, written communication, and people skills
• Empathy and patience
• Bilingual in Spanish is a must

Company Benefits

• Medical Insurance
• Company Paid Dental/Vision Insurance
• E.A.P
• Paid time off.
• Generous paid Holidays
• Quarter Company Events