Job Description
Member Services Agent
Location: Louisiana
NOTE:
An active health license is required for this position.
We have both Full-Time and Full-Time Seasonal opportunities available (full-time seasonal hires may have the potential to move to a permanent full-time position after AEP based on performance and business needs).
Eligible full-time Seasonal Member Services Agents will be paid a bonus following their seasonal tenure, which is expected to end December 8, 2023. Further eligibility details will be provided at onboarding.
At GoHealth, our mission is simple: To improve access to healthcare in America.
Critical to this mission is our Member Services team, one of the fastest growing teams in the company. A GoHealth Member Services Agent provides enrollment support, plan and/or benefit solutions, and value-added services to members who have enrolled in Medicare plans with GoHealth. Member Services Agents are some of the most versatile agents – responsible for a variety of responsibilities while maintaining an outstanding member experience.
Responsibilities:
- This is not a dedicated sales position. Member Services Agents assist GoHealth members understand and navigate their new insurance plan benefits.
- Deliver high quality customer service and complete member enrollments.
- Educate members on information regarding plan benefits, policies, and procedures (identify the benefits in the member’s plan and how members can use those benefits).
- Help members complete their onboarding process, schedule appointments and more.
- Collaborate closely with leadership to investigate and resolve member complaints and escalations.
- Sell and cross-sell products and services to meet member needs.
- Achieve fluency in GoHealth’s product offerings, including Medicare Advantage, Medicare Supplement, Prescription Drug Plans, and other ancillary health products.
- Work on special projects for the GoHealth Member Services team, expanding the services provided and value delivered to members.
- Collaborate simultaneously with multiple monitors, applications, and databases.
- Ensure members are satisfied with their plan enrollment and see GoHealth’s Member Services team as a partner in their continued health journey.
Requirements/Skills:
- Active, valid health insurance agent license in good standing in every state in which licensed
- Maintain call productivity and metrics per goals set.
- Learn and maintain the required product expertise as well as demonstrate thorough knowledge of products and ensure clear, concise and accurate communication of product information with target audiences.
- Medicare knowledge strongly preferred but not required.
- Excellent verbal and written communication skills.
- Superior active listening skills to be able to respond to inquiries and requests.
- Solution based thought process always focused on a positive member outcome.
- Computer proficiency, including MS Office, with a focus toward multi-tasking.
- Detail oriented and well organized.
- Extremely coachable and always striving to improve.
- Ability to work a flexible schedule.
- Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA)
- 1 to 2 years’ experience in sales, retention, customer service or member services setting in an environment incentivized by established goals and metrics preferred.