Client Services Representative

Job description:

Job Title: Client Services Representative Company: Encore Health Advisors Base Pay: $15-$18/hr Depending on Experience (DOE)

About Us:

At Encore Health Advisors, we're not just another Medicare Advantage agency - we're rewriting the script on retirement and aging. We're here to ensure that retirement and aging isn’t just another stage in life - it’s the best part of the show! As a startup with big dreams, we're passionate about making Medicare simple, accessible, and even a little bit fun for our clients. If you believe that aging is just another adventure, and you have the drive to help others embrace it, are eager to sell with purpose, we’d love to have you on our team!

Job Overview:

We're seeking a dynamic and driven Client Services Representative who's hungry for success to join our remote team. If you have at least two years of Client Services experience in Health Insurance or Medicare Industry we encourage you to apply. You will be providing accurate information, troubleshooting issues, and escalate complex cases while maintaining excellent service and compliance with CMS standards.

Key Responsibilities:

• Customer First: Provide exceptional service that turns clients into raving fans.
• Handle inbound and outbound follow-ups addressing questions about Medicare Parts A, B, C (Advantage), and D (Drug) plans.
• Resolve questions on coverage, premiums, provider networks, and benefits.
• Assist with document requests such as ID cards, authorizations, referrals, and financial subsidies.
• Troubleshoot portal access issues and help members with website or email problems.
• Log all interactions accurately in CRM systems for future reference.
• Escalate unresolved or complex issues to supervisors, benefits specialists, or compliance teams.
• Pass quality assurance test calls and adhere to compliance requirements.
• Team Spirit: Collaborate with a passionate team that’s committed to changing the narrative around aging.

Requirements:

• Experience: Minimum of two years in a Client Services Role, ideally in healthcare insurance or Medicare.
• Strong verbal and written communication, active listening, and empathy.
• Computer proficiency: Salesforce, Microsoft Office, and online portals.
• Problem-solving skills and the ability to handle high call volumes.
• Attention to detail and ability to follow scripts, documentation requirements, and compliance metrics.
• On Camera: Since we are in a virtual setting cameras will be required for any and all training sessions, meetings with supervisors and team engagement.
• High school diploma or equivalent; specialized training or certification a plus.
• Bilingual capabilities, especially Spanish or other commonly spoken languages is not required but preferred.

Work Environment & Metrics

• High-volume inbound and outbound call environment, often 40-60+ calls per day.
• Structured schedule, including mandatory attendance during training and periodic coaching sessions. While being able to adapt to schedule changes as needed.
• Ongoing monitoring for quality assurance, scripts adherence, and performance targets
• Tech-Savvy: Comfortable using CRM tools and virtual meeting platforms.
• Independent & Motivated: Thrive in a remote environment, setting and smashing your own goals.
• Passionate: You care about helping people and making a difference in their lives.