Client Services Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver outstanding client service.

• Manage inbound and outbound follow-ups regarding Medicare Parts A, B, C (Advantage), and D (Drug) plans.

• Address inquiries related to coverage, premiums, provider networks, and benefits.

• Assist with requests for documents such as ID cards, authorizations, referrals, and financial subsidies.

• Troubleshoot issues related to portal access, websites, and email communications.

• Accurately log all interactions in CRM systems.

• Escalate unresolved or complex matters to supervisors, benefits specialists, or compliance teams.

• Successfully complete quality assurance test calls and comply with CMS regulations.

• Work collaboratively with the team to assist clients.

• Operate in a high-volume setting, handling approximately 40–60+ calls daily.

• Achieve quality assurance, script adherence, and performance objectives.

⛳️ Requirements

• At least two years of experience in a Client Services position, preferably in healthcare insurance or Medicare.

• Excellent verbal and written communication skills, along with active listening and empathy.

• Proficient in computer applications such as Salesforce, Microsoft Office, and online portals.

• Strong problem-solving abilities and capacity to manage high call volumes.

• Keen attention to detail and adherence to scripts, documentation standards, and compliance metrics.

• Cameras are required for all training sessions, supervisor meetings, and team interactions.

• High school diploma or equivalent is necessary.

• Comfortable with CRM tools and virtual meeting platforms.

• Ability to adapt to changes in schedule.

• Capacity to work independently in a remote setting.

• Bilingual skills, particularly in Spanish or other widely spoken languages, are preferred but not mandatory.

🏝️ Benefits

• Work from a remote environment.

• Participate in virtual training sessions, supervisor meetings, and team engagement activities.

• Benefit from ongoing coaching sessions.

• Enjoy a structured schedule that includes mandatory training and periodic coaching.