Customer Service Lead Representative

Position Title: Customer Service Lead Representative

Work Location: Remote

Assignment Duration: 6 months

Work Arrangement: Remote

Individuals with strong knowledge of Medicare Plans (MAPD), CMS guidance and understanding of Enrollment/Disenrollment periods as well as general knowledge of benefits for Part B, C and D. The role requires attention to detail, the ability to research and resolve customer complaints on tight turnarounds. Written and verbal communication skills are also a requirement of the candidates.

Key Responsibilities:

• Technical expert with depth or breadth of knowledge within Customer Service.
• Responsible for investigating/resolving escalated and complex customer service issues/calls/complaints obtaining necessary information from policies, procedures, or practices.
• May serve as primary contact and liaison between one or more major customers, Health Plans, Service Centers, and/or functional areas.
• Determines best method to resolve problems ensuring customer satisfaction and adherence to company policies.
• Must have thorough technical knowledge of assigned products and excellent communication skills.
• Provides guidance, coaching, and direction to more junior team members of the team.
• Acts independently working under limited supervision.

Qualification & Experience:

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  Strong knowledge of Medicare Plans (MAPD), CMS guidance and understanding of Enrollment/Disenrollment periods.

  
  
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  General knowledge of benefits for Part B, C and D.

  
  
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  Strong written and verbal communication skills.

  
  
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  Ability to research and resolve customer complaints on tight turnarounds.