DUTIES AND RESPONSIBILITIES: Scope of Appointment and Eligibility Verification
· Handle a large volume of inbound calls in a timely manner.
· Activities related to inbound calls, LIVE chats from sales agents seeking support for partners Medicare products.
· Follow communication scripts during SOA calls and Eligibility calls to remain in compliance
· Maintain detailed knowledge of Eligibility requirements/qualifications for our plans, special elections, Medicare related information and HRA support.
· Verify Medicare information to check if a potential member has all requirements needed to qualify for one of our plans.
· Responds to all customers in a professional and courteous manner.
· Participates in meeting and/or committees as needed.
· Manages work balance between calls and of phone actives/Live Chats.
· Value all aspects of diversity.
· Exercise strict confidentiality in all matters. PHI information.
· LIVE chats for Eligibility Verification only.
QUALIFICATIONS
· Adaptable, flexible, and able to manage through change.
· Goal oriented and personally accountable; resourceful and self-directed.
· Demonstrated bilingual communications (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.
· Demonstrated accuracy and productivity in a changing environment with constant interruptions.
· Demonstrated ability to analyze information, problems, issues, situations and procedures to develop effective solutions.
· Able to offer options and educate callers when appropriate.
POSITION REQUIREMENTS
· Accurate data entry skills and attention to detail
· Experience analyzing and solving customer problems required
· Excellent verbal and written communication skills
· Intermediate proficiency in Microsoft Office Suite; high level capacity to multitask independently and on a computer
· Proven ability to work independently as well as a productive member of a team
High School Diploma or GED