Deliver a high level of professionalism, empathy, and compliance with every inbound and outbound customer interaction
Actively listen to identify customer needs and provide clear guidance on available plans, benefits, resources, and services across multiple carriers, which may include enrolling customers into new plans when appropriate
Clearly explain plan benefits, coverage details, claims-related questions, and carrier communications in a way that is easy to understand
Ask thoughtful, compliant questions to uncover broader customer needs, including social or situational factors that may impact healthcare decisions
Support customer retention and satisfaction by helping customers navigate complex Medicare decisions and resolve issues efficiently
Partner with sales, service, and carrier teams to resolve issues related to enrollment, disenrollment, eligibility, and plan changes
Provide feedback and insights to support continuous improvement, test-and-learn efforts, and proactive outreach initiatives

Active resident Health Insurance License for your state of residence (per state Department of Insurance requirements)
2+ years of experience working in a virtual or remote environment
Ability to work flexible schedules, including overtime, nights, and weekends as business needs require
2+ years of professional experience navigating multiple computer systems, tools, and screens simultaneously
2+ years of Medicare customer service and/or Medicare sales experience
Demonstrated ability to understand, explain, and compare Medicare plans and benefits across multiple carriers
Proven ability to support Medicare-eligible and dual-eligible customers with empathy, clarity, and compliance.

Customer Success Agent

Key skills