TPV Customer Service Representative

Position Summary

Unified Health is hiring for Customer Service Representatives to independently verify consumer enrollments during our peak enrollment season.

TPV representatives are the independent checkpoint between a sales conversation and a submitted enrollment. You will confirm that each consumer understands the plan they selected, intends to enroll, and gives informed consent before an application moves forward.

This is a non-sales role. TPV representatives do not sell, recommend, compare, or enroll consumers in any Medicare Advantage, Part D, and they work independently from the licensed agents whose enrollments they verify.

Essential Duties and Responsibilities

• Conduct recorded verification calls with consumers, following approved TPV scripts word for word.
• Verify consumer identity and required demographic and eligibility details before proceeding.
• Confirm the consumer's understanding of the selected plan, effective date, and key plan elements as scripted.
• Obtain and document the consumer's clear, voluntary consent to enroll.
• Stop or fail a verification when a consumer is confused, hesitant, did not request the plan, or reports pressure or misleading statements.
• Escalate suspected agent misconduct, consumer complaints, and potential fraud to Compliance the same day.
• Accurately record call outcomes, reason codes, and notes in the verification system.
• Protect consumer PHI and PII in line with HIPAA and company privacy policies.
• Meet quality, accuracy, and productivity targets set by the TPV Supervisor.
• Take part in call calibration, quality reviews, and coaching sessions.
• Be coachable, open-minded, and open to constructive feedback (we want you to grow!)
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Qualifications

• Required: 1 year minimum of call center or customer service experience.
• Required: Typing speed of at least 35 words per minute with high accuracy.
• Required: Ability to read scripts verbatim in a clear, professional, and patient manner.
• Preferred: Prior TPV, quality assurance, or compliance call experience.
• Preferred: Experience in a Medicare, health insurance, or healthcare call center.
• Preferred: Familiarity with Medicare Advantage, Part D, or ACA Marketplace terminology
• Bilingual preferred: English and Spanish.
• Preferred: Experience with CRM, dialer, and call recording platforms. 

About Integrity

Integrity is one of the nation’s leading independent distributors of life, health and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life, health and wealth so they can prepare for the good days ahead.

Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge. Why? Because we put our people first! At Integrity, you can start a new career path at company you’ll love, and we’ll love you back. We’re proud of the work we do and the culture we’ve built, where we celebrate your hard work and support you daily. Joining us means being part of a hyper-growth company with tons of professional opportunities for you to accelerate your career. Integrity offers our people a competitive compensation package, including benefits that make work more fun and give you and your family peace of mind. 

Headquartered in Dallas, Texas, Integrity is committed to meeting Americans wherever they are — in person, over the phone or online. Integrity’s employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide. For more information, visit Integrity.com.

Integrity, LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law. In addition, Integrity, LLC will provide reasonable accommodations for qualified individuals with disabilities.