Medicare Advantage Agent Services Representative

Job Title: Medicare Advantage Agent Services Representative
Reports To: Supervisor of Medicare Advantage Customer Service

SIHO’s Agent Services Representatives assist in creating an excellent experience for SIHO’s MyTruAdvanage Agents. The primary responsibility of this position is to respond and support MyTruAdvantage Agent inquiries. This position mainly responds to telephonic inquiries but may also be responsible for responding to written inquiries and assisting walk-in inquiries. This is a non-exempt position.

Brief Description of Duties:

Assist MTA Agents with navigating their client’s healthcare needs by acting as a resource for:

• Plan Design
• Eligibility inquiries
• Enrollment Status
• Network inquirires
• Supplemental Benefits inquirires

Comply with regulatory requirements while addressing Agent needs which may include complex benefit questions for both prospective and current members

Record details of inquiries, comments, complaints, and transactions.

Strive for first call resolution while demonstrating SIHO’s dedication to proactively work to resolve Agents questions and concerns.

Work with partners in other departments and attend meetings as needed

Support your teammates as business needs require to ensure we are meeting the needs of our customers, as a back up to member services

Performs other relevant duties deemed necessary to achieve department and company-wide goals.

Traits we are looking for:

Trustworthy Empathic Proactive

Compassionate Good Listener Problem Solver

Communicator Patient Personable & Collaborative

Minimum Skills Requirement:

• Possess a passion for customer service
• Excellent communications (oral and written) and strong listening skills
• General knowledge and understanding of health insurance
• Knowledge of Medicare Advantage is preferred, but not required
• This job calls for strong emotional intelligence to proactively provide solutions, ensuring the member's health and safety
• Ability to maintain attendance to support required quality and quantity of work
• Professional appearance and presence
• Commitment to support and maintain confidentiality in conformance to HIPAA guidelines

Required Education:

• High School Diploma and 2 years of Customer service experience
• Working experience of Microsoft Office or other comparable software

Other Requirements for Internal Applicants:

• Must be in current position with SIHO for at least one year.
• Must not have been on any type of performance management or warning within the last 6 months.
• Has demonstrated an excellent attendance record.

All positions are subject to change based on the needs of the business