Customer Service Representative

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.

The Customer Service Representative will be thoroughly familiar with the company's line of insurance products and coverage options. They will support HPOne's Brokerage or MAQ teams with pre and post-sale activities such as new prospect qualification, Health Risk Assessments, and Retention calls. The CSR will adhere to established call scripting, procedures, and workflows.

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Adhere to established call scripting, procedures, and workflows
• Answer general questions about carrier's plans and benefits
• Assist callers in the Medicare qualification process and ensure that all required information is accurate and compliant
• Build sustainable relationships of trust through open interactive communication
• Handle customer complaints in a professional manner and transfer to a member of management within the appropriate department
• Make outbound dials to consumers, transfer to a licensed agent of record as needed
• Manage high volume of incoming calls
• Meet established production goals and daily, weekly, and monthly performance metrics
• Understand and adhere to all company, carrier and/or CMS related policies and procedures
• Perform other related job duties as assigned

Required Skills/Abilities:

• High School diploma or equivalent
• Ability to navigate technology and phone systems, and follow a specific call-flow
• Customer service orientation and ability to adapt/respond to different personalities
• Excellent communication and listening skills
• Must be detail-oriented, motivated self-starter, with excellent time management and organizational skills
• Frequent multi-tasking or changes of tasks using different techniques, procedures or degrees of attentiveness without loss of efficiency or composure
• Computer/technology skills, proficiency with virtual communications tools

Reading/writing/written comprehension - proficiency with scripting tools and prompts/pop-ups

• Perform repetitive and routine tasks

Adherence to "on-camera" requirement for remote training, meeting sessions and as requested by leadership

Preferred Skills/Abilities:

• Able to work a flexible schedule including evenings and weekends
• Bilingual
• Familiarity with CRM systems and practices
• Licensed to sell
• MS Excel basic skills
• Previous call center experience
• Previous training and experience in or related to healthcare insurance

Physical Requirements:

• Must be able to remain in a stationary position (e.g., sitting or standing) for extended periods of time, typically in a cubicle environment (constant noise, fluorescent overhead lighting)

• Frequent use of a computer, dual monitors, keyboard, mouse, and other standard office equipment such as a telephone, copier, and printer.

• Must be able to communicate effectively, including exchanging information in person, in writing, by telephone, email or video conferencing.

• Visual and auditory acuity required to perform job duties effectively, including reading, writing, and interpreting information on screens or in print.

• Hand dexterity, fine motor skills needed to operate a keyboard and mouse efficiently

• Reach with hands and arms occasionally

For Hybrid Roles:

• Must be able to commute to an office setting as required, which may include walking short distances and navigating an office environment.

• Occasionally moves about the office to access files, office machinery, and meet with others.

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