Medicare Sales & Service Agent

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

📋 Description

• Manage both inbound and outbound customer interactions with professionalism, empathy, and adherence to compliance standards.

• Deliver accurate information, fulfill material requests, and assist with general service needs that do not require a license.

• Accurately document interactions and direct requests related to sales, plan recommendations, enrollments, and other licensed inquiries to licensed agents.

• Adhere to approved scripts, workflows, privacy regulations, quality benchmarks, and escalation protocols.

• Acquire knowledge about Medicare, IFG operations, the multi-carrier landscape, and customer support systems.

• Contribute to AEP service levels by maintaining reliable attendance, flexibility in scheduling, and effective utilization of various systems.

• Engage in company-sponsored preparation for health insurance licensing and successfully complete the mandated state licensing examinations.

• Undergo training in compliance, product offerings, carriers, systems, customer experience, and readiness for the role.

• May transition into a Licensed Medicare Sales Agent or Licensed Customer Success Agent position following licensing, training, readiness criteria, and business endorsement.

• As a Licensed Medicare Sales Agent, engage with customers, evaluate their needs, clarify Medicare plan options, follow up on leads, address objections, finalize sales, and document activities.

• As a Licensed Customer Success Agent, elucidate plan benefits and services, address eligibility, enrollment, plan modifications, and service inquiries, and enhance customer satisfaction and retention.

• Collaborate with sales agents, carrier partners, and internal teams to address customer requirements.

• Work 40 hours weekly, initially focusing on non-licensed AEP customer service prior to licensing and role-specific training.

• Occasionally travel to Humana offices for training sessions or meetings.

⛳️ Requirements

• A minimum of 3 years of customer service experience in retail, a call center, healthcare, sales, or a comparable customer-facing role.

• No health insurance license is necessary at the time of hiring.

• Willingness and commitment to study for, pass, and secure the required state Health Insurance License by the beginning of 2027.

• Obtaining and maintaining the necessary license is essential for continued advancement and employment in a licensed position.

• Excellent communication, listening, problem-solving, and relationship-building capabilities.

• Comfortable learning new healthcare concepts and adept at navigating multiple computer systems simultaneously.

• Customer-oriented, reliable, adaptable, and capable of thriving in a fast-paced, metrics-driven environment.

• Availability for flexible schedules, including evenings, weekends, and overtime during peak periods.

• A professional, quiet, and distraction-free home workspace that safeguards customer information.

• Preferred experience in healthcare, insurance, Medicare, telesales, retail sales, or a high-volume call center.

• Familiarity with Salesforce or a similar CRM platform and Microsoft Office applications is preferred.

• Experience in a brokerage or multi-carrier environment is advantageous.

• Bilingual or multilingual abilities are preferred.

• Self-provided internet service with a minimum download speed of 25 Mbps and an upload speed of 10 Mbps is required.

• Dedicated workspace free from interruptions to protect member PHI/HIPAA information.

🏝️ Benefits

• Medical, dental, and vision benefits.

• 401(k) retirement savings plan.

• Paid time off.

• Company holidays.

• Personal holidays.

• Paid parental leave.

• Paid caregiver leave.

• Short-term disability.

• Long-term disability.

• Life insurance.

• Company-supported health insurance licensing preparation and training.

• Fully remote work-at-home arrangement.

• Potential for incentive or commission opportunities following the transition into a licensed role.