Customer Service Representative (Medicare)

Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve.

We are looking for a Customer Service Representative - Medicare Member Help Team with proven experience and a passion for providing excellent service to all customers.

Description

• Identify and assess customers' needs to achieve satisfaction- in accordance with FCR (First Call Resolution) goals.
• Document interactions with members, providers or etc. to track contact reasons and trending issues in a timely manner.
• Handle member complaints and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Adhere to corporate policies/procedures; remain current on department and industry regulations.
• Remain customer focused with the ability to consistently maintain a professional demeanor with internal and external business partners (phone/non-phone)
• Deliver world-class service to both internal and external customers.
• Perform all other duties as assigned.
  
  

Qualifications

• High school diploma required; bachelor’s degree is preferred.
• Schedule flexibility during all hours of business (8:00 am - 8:15 pm Sunday – Sunday) including the ability to work one late night and one weekend day.
• Ability to complete a 10–12-week training class and demonstrate proficiency in the material.
• Ability to work from home with a private quiet workspace.
• The Customer Service Representative - MHT may be required to work overtime hours and/or to provide additional weekend coverage based on the business need.
• Strong interpersonal and organizational skills in a fast-paced environment
• Excellent oral and written communications skills
• Ability to problem solve, prioritize, and maintain a flexible disposition required.
• Computer skills required.
• Customer-focused professionalism
• Medicare knowledge is strongly preferred.
• Call Center Experience is strongly preferred.
• Prior experience with and demonstrated proficiency in Microsoft Office Products is strongly preferred.
  
  

Fully Remote

This role is designated by Independence as fully remote. The incumbent will not be required to report to one of Independence’s physical office locations to perform the work. Work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.

To ensure an engaging learning experience, our training program will include an onsite component. All participants are expected to be physically present at our1900 Market Street, Philadelphia office location for a total of Nine (9) days, distributed across Three (3) separate weeks during the 13-week training period. Specific onsite training weeks will be communicated in advance to allow for proper planning.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.