Customer Service Senior Representative

Job Title: Customer Service Senior Representative
Pay: $21.00-$26.00/hour
Location: Fully Remote ( any state except, NY, CA, HI or AK)
Schedule: Must be available between 8:00 AM-8:00 PM , based on the candidate's local time zone. Evening, weekend, holiday, rotating shifts, and overtime may be required based on business needs.
Start Date: July 2026

Job Summary
We are seeking a Licensed Medicare Customer Service Senior Representative to support existing Healthspring Medicare customers who are interested in changing from one Healthspring Medicare plan to another. This role will primarily handle inbound calls, with occasional outbound calls, to help customers understand their current benefits, review available plan options, and connect them with the right support when needed.
This is a great opportunity for someone who has strong customer service, sales, and call center experience and is comfortable explaining Medicare products in a clear, professional, and compliant way.
Key Responsibilities

• Handle inbound calls from current Healthspring Medicare customers who are interested in changing plans.
• Explain existing benefits and help customers understand available Medicare product options.
• Make outbound calls to current customers to provide education on plan options when needed.
• Direct customers to the appropriate department when additional support is required.
• Complete needs assessments to better understand customer questions, concerns, and goals.
• Maintain strong knowledge of Medicare products, internal processes, and procedures.
• Navigate multiple systems while accurately documenting customer interactions.
• Use scripts, tools, and technology to provide accurate and compliant information.
• Maintain a positive, professional, and customer-focused approach on every call.
• Participate in required trainings, meetings, and team updates.
• Maintain active license and appointment in all required Healthspring Medicare markets.
• Follow all CMS, compliance, and company requirements.
• Support overtime, weekend, holiday, and rotating shift needs based on business demand.

Required Qualifications

• High School Diploma or GED required.
• Active Health Insurance License required.
• Must hold a current license in state of residence.
• 1-2 years of sales or service experience.
• At least 2 years of telephonic customer service, sales, or call center experience.
• Experience working in a high-volume call center environment.
• Strong verbal communication and active listening skills.
• Ability to complete a needs analysis and provide accurate customer support.
• Strong attention to detail and accurate data entry skills.
• Ability to navigate multiple computer systems while speaking with customers.
• Proficiency with Microsoft Outlook, Excel, Word, and Teams.
• Strong time management, organization, and prioritization skills.
• Ability to work independently in a remote environment.
• Adaptable, flexible, and able to manage through change.
• Must be goal-oriented, accountable, resourceful, and self-directed.
• Must be available to work assigned shifts, including evenings, weekends, holidays, rotating schedules, and overtime as needed.

Remote Work Requirements

• Reliable cable broadband or fiber optic internet.
• Minimum internet speed of 10 Mbps download and 5 Mbps upload .
• Ability to use required technology, including laptop, camera, and desk phone.

Preferred Qualifications

• Bachelor's degree preferred.
• Call center experience preferred during AEP (Annual Enrollment Program)
• Experience with Medicare Advantage, Medicare Supplement, Part D, ancillary products, or the healthcare insurance industry preferred.

What We're Looking For:
The ideal candidate is professional, patient, and customer focused. This person should be able to listen closely, ask the right questions, explain plan information clearly, and provide excellent service while following all compliance requirements. Strong multitasking skills and the ability to stay organized in a fast-paced remote call center environment will be key to success in this role.

**Upon acceptance of the offer, urinalysis will be required to submit to a background check, including employment and education verifications and urinalysis drug screening**

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