AEP Plan Change Role Description
100% remote in any state except NY, CA, HI or AK
Customer Service Senior Representative
POSITION SUMMARY
Customer Service Senior Representative with best in class service who can effectively handle inbound calls (occasional outbound calls) from/to existing Healthspring Medicare customers that are interested in changing from one Healthspring plan to another. The successful candidate will be able to communicate appropriately and efficiently with customers using excellent interpersonal and listening skills, critical thinking, and problem-solving skills. The ability to use computer-based resources in a highly effective manner to educate and provide accurate responses to inquiries is crucial for success.
DUTIES AND RESPONSIBILITIES
Inbound calls from current customers seeking support to change to another HealthSpring Medicare product, get an explanation of their existing benefits, or need to be directed to a different department.
Outbound calls to current customers to educate on plan options.
Maintain knowledge of all products, processes, and procedures.
Consistently maintain a positive attitude and professional demeanor.
Participate in meetings and required trainings.
Maintain active license and appointment in all Healthspring Medicare markets.
Ability to work weekends, holidays, and rotating shifts in accordance with CMS guidelines.
Ability to work OT as business requires.
Ability to multi task between multiple systems.
QUALIFICATIONS
Adaptable, flexible, and ability to manage through change.
Bachelor s Degree preferred.
Goal oriented and personally accountable; resourceful and self-directed.
Demonstrate effective communication (written and verbal), interpersonal skills and fosters a team environment.
Excellent listening and interpersonal communication skills.
Ability to effectively organize, prioritize, multi-task and manage time.
Demonstrate accuracy and productivity in a fast-paced environment.
POSITION REQUIREMENTS
Ability to work in a high-volume call center environment.
Experience with technology includes high level use of laptops, camera and desk phones.
Demonstrate ability to leverage Script, Tools & Technology.
High-speed internet access must meet the following minimum speed requirements: A minimum download speed of at least 1.5 Mbps; 25 Mbps or higher is recommended A minimum upload speed of at least 0.5 Mbps; 15 Mbps or higher is recommended A maximum ping of no more than 100 ms; lower than 40 ms is recommended.
Internet Performance Tests will be performed.
Holds current license in residential state.
Accurate data entry skills and attention to detail.
Experience performing valuable Needs Analysis to understand Customer needs.
Excellent verbal and written communication skills.
Proficiency in navigating Microsoft Office Suite: Outlook, Excel, Word, Teams.
Excellent time management, organizational, and prioritization skills.
Ability to work independently.
Adhere to compliance requirements.
Understanding of the various Medicare products (Medicare Advantage, Medicare Supplement, Part D, Ancillary)
Strong telephone verbal and listening skills.
Ability to work in a fast-paced environment.
Dedication and commitment to exceptional customer service when selling and servicing our customers.
Must be available to work evenings, weekends and holidays and commit to and adhere to a phone schedule and shift. Standard shifts are anywhere between 8:00am and 8:00pm all time zones and are subject to change based on staffing and business needs.
Dedication and commitment to exceptional customer service when selling and servicing our customers.
Education and Experience:
High School Diploma or GED required.
1 to 2 years of sales/service experience
At least two years telephonic experience.
Active Health Insurance License.
Preferred Requirements:
Bachelor’s Degree
Call Center Experience.
Experience in or understanding Medicare Advantage and Medicare Supplement Products and/or