(Medicare/MedSupp) Correspondence Phone Support, Intermediate

Your Role  

Our Senior Markets Customer Experience Teams receive incoming telephone calls from both our 65+, Medicare and our Duals Medicare Supplement Senior members. The Senior Markets Call Center is open 7 days a week, 7:00 a.m. – 8:00 p.m., including holidays. If hired, you will be required to attend and complete paid, mandatory training remotely. You must attend each day for 8 hours, totaling 40 hours per week for the required training period. Training hours are 8:00 a.m-4:30.p.m Mon-Fri. After completion of successful training the agent may continue to work remotely in accordance with our work from home policy and will be assigned a 40-hour shift/schedule between the hours of 7am to 8pm, 5 of the 7 days a week.

 

Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.

 

The following job summary will help you understand the candidates/people well suited to our Senior Markets Call Center Team.

 

Job Summary:

 

Projected Start date: September 2026

 

Mandatory Training: Hybrid

 

As a Senior Markets Customer Service Representative (CSR), you are in charge of upholding our mission of providing a service worthy of our family and friends. Our members look to you to help them navigate healthcare, providing empathy and advocacy.  You are empowered to provide members with peace of mind that their current issue is resolved and that none are on the horizon. Medicare provides health coverage to individuals 65 and older or those with a severe disability regardless of age.

 

Successful CSRs deliver an effortless customer experience by:  

• Taking the lead – our CSRs take ownership of members' issues, relieving members' stress while guiding them to a quick and easy resolution.  
• Identifying future problems – not only do our CSRs solve the current member concern but they actively identify and solve any lurking complications the member may encounter after their first interaction.  
• Sharing insights with peers and management – our positive team culture relies on open communication to continuously improve how our work gets done.  
• Having fun! – our work is important, but we don't take ourselves too seriously. We love helping others and have a fun community dedicated to doing so!  

 

You must also be:

• Available to work a scheduled 8-hour shift, which includes 2 scheduled breaks and a lunch period, also available to work Saturday and Sunday and occasional holidays as part of your regularly scheduled shift
• Patient with members who call into our Centers with a question or a problem
• A good listener and not only answer the questions they ask you, but identify and answer questions the member may not be aware they needed
• Comfortable using a computer with 2 display monitors to allow you to navigate to multiple screens for information
• Comfortable using Excel spreadsheets to calculate member premiums for health insurance
• To multi-task using a computer; talking to the member, and entering member information into their online record 

Your Work  

 

In this role, you will:  

• Resolve incoming calls concerning member's eligibility, benefits, provider information, monthly premium billing, clinical and pharmacy needs  
• Compose routine and non-routine correspondence to answer benefits/provider inquiries in writing  
• Coordinate membership changes such as member's primary care physician  
• Perform routine to mid-level inventory reduction (i.e., member inquiries, may initiate claim adjustments, respond to emails, etc.)  
• Review and analyze member claims for accuracy as well as member education on how benefits are applied  
• Participate in quality and efficiency workgroups to continuously improve quality member/customer satisfaction as requested  
• Proactively analyze available programs, determine program eligibility and connect the Member to appropriate BSC vendors, Health Advocates, Social Workers, Pharmacy Techs, and Pharmacists. Verify the member is included in or targeted for any outreach or care gap programs and connect members to programs or services when appropriate. Engage members with their wellness plan options  
• Comprehensive resolution of pharmacy calls concerning benefits coverage, co-pays, formulary coverage, vacation overrides, and utilization management requirements  
• Provide prescription-related benefit coverage (e.g. explanation of coverage or benefit summary related): Provide prescription co-pays. Provide prescription formulary coverage information and utilization management requirements using web-posted printed formulary. Provide a brief description of coverage denial reasons and alternatives listed in the printed formulary. Perform prescription claim overrides  
• Provide deductible and max out of pocket information  
• Provide status of a prior authorization requests  
• Assist members may when and how to appeal a coverage decision  
• Other duties as assigned  

 Your Knowledge and Experience  

• Must reside in the state of CA, preferably within a 50-mile radius from one of our office locations - Lodi, Rancho Cordova, Redding, Woodland Hills, Long Beach, El Dorado Hills etc.
• Requires a High School Diploma or GED
• Typically, requires at least 3 years of prior relevant experience
• Flexibility in availability is required including weekends and holidays, shifts are not guaranteed    
• Requires attending and completing training facilitated remotely  
• Requires basic job knowledge of Microsoft Suite systems and the ability to use applications on a computer proficiently    
• Requires high internet connectivity speed of a minimum 11MBPS and 3 MBPS upload speed  
• Requires private work location at their residence free from distractions and within 15 feet of their Wi-Fi modem  

 

Preferred Qualifications:

Bilingual – Spanish, Korean, Mandarin Chinese, Tagalong, Vietnamese language proficiency as demonstrated by successful completion of an oral language proficiency test

 

Hybrid Virtual Work

This role allows employees to work virtually full-time, however employees will be expected to come to the office based on business need.