[Remote] Customer Service Representative (Remote)
Note: The job is a remote job and is open to candidates in USA. HealthPlanOne is dedicated to helping people find the right health insurance at the right price. They are seeking a motivated and compassionate Customer Service Representative to provide exceptional support and care to clients through retention calls, health assessments, and enrollment verification initiatives.
Responsibilities
- Reach out to current clients to address their questions and needs
- Focus on the 3 R’s of customer loyalty: retention, related sales, and referrals
- Provide exceptional service to retain customers and encourage word-of-mouth marketing
- Conduct thorough assessments to maximize the resources available to clients
- Identify and provide additional benefits that clients may qualify for
- Document and share impactful stories of client assistance on SharePoint under the "Make A Difference" folder
- Collaborate with carriers to acknowledge and celebrate these success stories
- Conduct Enrollment Verification calls with the following objectives:
- Verify that the customer understands the plan they enrolled in and its start date
- Ensure accurate contact information is on file and capture the customer's email address
- Confirm that the Agent of Record (AOR) has reviewed the customer's doctors and medications
- Verify that the AOR has discussed out-of-pocket costs, including doctor visit copays, drug copays, and any applicable deductibles
- Inform customers about what to expect in the coming weeks and ensure they know to contact us (not the carrier) with any questions
Skills
- Previous experience in customer service, preferably in the healthcare or insurance industry
- Strong communication and interpersonal skills
- Ability to handle sensitive information with confidentiality
- Proficiency in using SharePoint and other customer management tools
- Problem-solving skills and the ability to think on your feet
- A compassionate and patient approach to client interactions
- High School Diploma or equivalent
- Familiarity with CRM systems and practices
- Prior experience with Medicare
- Previous training and experience in or related to healthcare insurance
Company Overview