Job Description

The customer service representative will receive inbound calls from consumers interested in purchasing individual healthcare and Medicare insurance plans for various insurance carriers. As part of their duties, they will gauge the callers interest, answer questions, determine eligibility, where applicable, set appointments, and transfer to the appropriate internal and external department for consultation.

DUTIES/RESPONSIBILITIES:

• Build sustainable relationships of trust through open interactive communication
• Assist callers in the Medicare qualification process and ensure that all required information is accurate and compliant
• Answer general questions about carriers plans and benefits
• Warm transfer qualified prospects to pre-enrollment department and or get them to current member services.
• Understand and adhere to all company, carrier and/or CMS related policies and procedures
• Manage high volume of incoming calls
• Meet personal/team call handling quotas
• Perform other related job duties as required

REQUIRED SKILLS/ABILITIES:

• Ability to navigate technology and phone systems
• Perform accurate and timely data entry
• Excellent communication and listening skills, with a positive attitude
• Must be detail-oriented, motivated self-starter, with excellent time management, organization, and computer skills
• Customer service orientation and ability to adapt/respond to different personalities

PREFERRED SKILLS/ABILITIES:

• High School Diploma or equivalent
• Familiarity with CRM systems and practices
• Prior Medicare experience
• Bilingual
• Previous training and experience in or related to healthcare insurance
• Previous call center experience

PHYSICAL REQUIREMENTS:

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

EQUAL EMPLOYMENT OPPORTUNITY (EEO) IS A FUNDAMENTAL PRINCIPLE AT HPONE, WHERE EMPLOYMENT IS BASED UPON PERSONAL CAPABILITIES AND QUALIFICATIONS. HPONE 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. HPONE 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 ACCOMMODATIONS@HPONE.COM

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Company Description

Founded in 2006, HPOne is a leading sales and marketing organization that operates across multiple segments of the Medicare and health insurance marketplaces. Using proprietary technology solutions coupled with deep industry knowledge, the company provides a range of outsourced sales, marketing and contact services for national and regional health plans, operates private exchanges for individual consumers and employer-based group retirees, and manages the largest exclusive Medicare lead generation marketplace in the industry. HPOne’s core differentiation is its exclusive focus on the health insurance industry, bringing innovative and performance-based solutions that address the most pressing challenges facing clients. With four state-of-the-art contact centers around the country and a management team with an average of over 15 years in the health insurance industry, HPOne provides its clients with the solutions they need to profitably grow and manage their business. For five consecutive years, HPOne has been named to Deloitte's Technology Fast 500TM, a ranking of the 500 fastest growing technology, media, telecommunications, life sciences and energy tech companies in North America.