We are looking for a customer-focused Health Plan Specialist to support members through a high-volume inbound service environment. This Long-term Contract position is ideal for someone who can confidently guide callers through benefit, billing, and enrollment questions while delivering accurate, empathetic assistance. The role requires strong attention to detail, consistent follow-through, and the ability to manage complex member concerns in a fast-paced setting.
Responsibilities:
- Handle a steady volume of inbound member calls, especially during peak enrollment periods, while maintaining a detail-oriented and helpful approach.
- Investigate and resolve questions related to Medicare benefits, billing matters, and enrollment concerns from initial contact through final resolution.
- Record interactions thoroughly and maintain complete documentation so each case is tracked accurately and resolved on time.
- Use multiple digital tools and system resources at the same time to research issues, confirm details, and provide clear next steps to members.
- Deliver courteous, respectful service on every interaction and communicate complex information in a way members can easily understand.
- Follow up on open issues as needed to ensure members receive complete answers and a seamless service experience.
- Participate fully in virtual training, team sessions, and video-based meetings while remaining engaged and camera-ready.
- Support operational needs by working assigned weekday shifts within the designated service window and adhering to attendance expectations.
- High school diploma or equivalent work experience.
- At least 2 years of call center experience in a customer service setting.
- Strong preference for experience supporting members in health insurance or Medicare-related environments.
- Proficiency with Microsoft Office and the ability to navigate multi-screen workstations and several applications simultaneously.
- Excellent verbal and written communication skills with the ability to explain detailed information clearly and professionally.
- Demonstrated problem-solving ability, sound judgment, empathy, and a commitment to service quality.
- Reliable hard-wired high-speed internet connection with the ability to connect by ethernet cable in a distraction-free remote work environment.
- Willingness to appear on camera for meetings and training and to use employer-provided equipment, including a headset and dual monitors.