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. 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, organization, and computer skills 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: 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 Our centers are consistent with CDC guidelines and align with local government orders pertaining to all Company physical locations in relation to COVID-19. 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 accommodations@hpone.com Our Story HPOne was started in 2006 with a singular vision: create custom sales, marketing and contact center solutions exclusively for the health and Medicare insurance products. Since our beginnings, HPOne has grown dramatically. We may be bigger in size, but our focus on optimizing health insurance consumer interactions has never been clearer. We have become one of the highest performing marketing, member acquisition and retention companies in the industry, the largest producer of exclusive Medicare leads, and have expanded into nine locations serving consumers seeking Medicare and health insurance in every state. Our mission continues to be finding the right plans that fit our customer's needs and supporting those customers through enrollment. Year after year we will remain available to customers to make sure they are still satisfied with their plans, or if life changes require new solutions for their healthcare. Our Culture We are a fast-growing company in an industry that is rapidly changing. But a relentless focus on having the most qualified and engaged employees will never change. The HPOne environment encourages collaboration, transparency, open dialogue, and professional growth. Employees routinely describe HPOne as "welcoming," "innovative" and "motivational." We treat employees across the entire organization like trusted colleagues, regularly seeking broad input to design what we know to be the best operation in the industry. An entrepreneurial spirit is in our DNA. We require excellence in every task that we undertake. All contributions are valued and everyone on staff pitches in to create a culture where success is the standard and challenges are seen as an opportunity to learn and grow. Every employee - from agents to programmers and senior management - is aligned around the central objective to deliver the most value for consumers.