Customer Service Representative (Remote)

HealthPlanOne's mission is to help people find the right health insurance at the right price, so they live healthier lives. We are committed to making the shopping process simpler. Our mission has never been more important than it is today.

We are seeking a motivated and compassionate Customer Service Representative (CSR) to join our team. The CSR will play a crucial role in our Retention Calls, Health and Resource Assessment (HRA), and Enrollment Verification (EV) initiatives. This role requires excellent communication skills, a customer-focused attitude, and the ability to navigate complex situations with empathy and professionalism.

Key Responsibilities

Retention Calls:

• 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.

Health and Resource Assessment (HRA):

• 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.

Enrollment Verification (EV):

• 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.

Qualifications

• 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.

Preferred Skills and Abilities

• 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.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer, typically in a cubicle environment with constant noise and fluorescent overhead lighting.
• Ability to wear a headset for the duration of the shift.

Equal Employment Opportunity (EEO):

HPOne is committed to Equal Employment Opportunity (EEO). Employment at HPOne is based on personal capabilities and qualifications without discrimination based on sex, sexual orientation, gender identity, race, color, religion, national origin, age, marital status, pregnancy, disability, veteran status, or any other protected characteristic as established by law. Pre-employment drug testing and background checks are required as part of our hiring practices.

Equal Employment Opportunity (EEO) is a fundamental principle at HealthPlanOne, where employment is based upon personal capabilities and qualifications. HealthPlanOne does not discriminate because of actual or perceived sex, sexual orientation or preference, gender identity, gender, transgender, race, color, religion, national origin, creed, citizenship status, ancestry, age, marital status, pregnancy, childbirth or related medical conditions, medical conditions including genetic characteristics, mental or physical disability, military and veteran status, or any other protected characteristic as established by law. HealthPlanOne requires the necessary drug testing and background checks as part of our pre-employment practices. If you need assistance or an accommodation due to a disability, please contact us to request accommodation at hr@hpone.com