*This is a fully remote position*

At Health Plan One, we are dedicated to providing exceptional support and care to our clients. Our mission is to ensure that our clients receive the best possible service, resources, and benefits available to them. We believe in making a positive impact on the lives of those we serve, and we are looking for individuals who share this passion.

Job Overview

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), Brokerage Calls, 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.

Brokerage Calls:

• Handle incoming brokerage calls redirected from our sales team.
• Provide top-notch support to clients and potential clients during these calls.
• Address common and unpredictable scenarios with professionalism and care.
• Ensure that clients feel supported, maintaining strong relationships with their agents and HPOne.
• Aim to strengthen client loyalty and enhance the profitability of long-term relationships.

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.

Job Types: Full-time, Temporary

Shift:

• Day shift

Work Location: Remote