Customer Service Representative (Remote) at Health Plan One in Remote

At HealthPlanOne (HPOne), we are committed to providing quality support to Medicare beneficiaries and helping members better understand their healthcare coverage. We value clear communication, dependable service, and accurate information.

We are seeking Seasonal Customer Service Representatives to support our Medicare Brokerage customers through a combination of inbound and outbound calls. In this fully remote role, you will assist with customer retention, health and resource assessments, benefit activation, brokerage customer service, and enrollment verification. You will respond to customer questions, help connect members with available resources, and accurately document interactions while navigating multiple computer systems.

This is a temporary, seasonal position. The length of the assignment will be communicated during the hiring process

Training and schedule: Paid training generally lasts two to three weeks, with training hours of 9:00 a.m. to 5:30 p.m. Eastern Time. After training, shifts are assigned within the applicable operating window, generally 8:00 a.m. to 9:00 p.m. local time. Applicants must have flexible availability, including one weekend day per week. Some schedules may consist of four 10-hour shifts instead of five 8-hour shifts. During the Annual Enrollment Period (AEP), extended hours, including late-night shifts, may be required. Overtime is subject to supervisor approval.

Reliable attendance is essential. Candidates must be able to attend and actively participate throughout training, report to work on time, and maintain dependable attendance and productivity for the full seasonal assignment. Applicants must have a quiet, professional home workspace and reliable internet access. Company-provided equipment includes a desktop setup, two monitors, webcam, headset, keyboard, and mouse.

Duties and Responsibilities

• Conduct inbound and outbound calls to support Medicare Brokerage customers with general questions, account needs, and post-enrollment service
• Contact existing customers to address concerns, strengthen relationships, encourage retention, and identify opportunities for related assistance and referrals
• Conduct Health and Resource Assessments (HRA) and support Benefit Activation (BA) to help customers understand and access available resources and benefits
• Assist customers with benefit-related needs, including mail-order pharmacy setup and onboarding activities as assigned
• Handle incoming Brokerage calls transferred from the sales team, responding to both routine and unexpected customer situations professionally
• Perform Enrollment Verification (EV) calls to confirm that customers understand their enrolled plan and its effective date
• Verify customer contact information and confirm that the Agent of Record reviewed doctors, medications, and applicable out-of-pocket costs, including copays and deductibles
• Explain what customers can expect after enrollment and how to contact HealthPlanOne with questions
• Navigate multiple applications while speaking with customers and maintain complete, accurate records and call documentation
• Perform other related duties as assigned

Required Skills and Abilities

• Strong customer service, telephone communication, active listening, empathy, and problem-solving skills
• Ability to assist customers professionally during sensitive, frustrating, or unexpected situations
• Ability to accurately capture customer information and follow structured verification and service processes
• Comfort navigating multiple computer systems while actively speaking with customers
• Ability to maintain focus, energy, productivity, and attention to detail throughout a remote shift
• Quiet and suitable home workspace with reliable internet service; internet speed verification may be required
• Ability to attend all required training and work flexible assigned hours, including one weekend day and extended seasonal hours when needed

Preferred Skills and Abilities

• High school diploma or equivalent
• Previous customer service, contact center, inbound or outbound calling, or remote work experience
• Experience with Medicare, health insurance, enrollment verification, customer retention, or benefit-related service
• Bilingual English/Spanish communication skills
• Experience documenting customer interactions in multiple applications or a customer relationship management (CRM) system

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer in a remote work environment
• Ability to wear a headset and participate in telephone conversations throughout the assigned shift

Equal Employment Opportunity (EEO):

HPOne is committed to Equal Employment Opportunity (EEO). Employment at HPOne is based on personal capabilities and qualifications without discrimination based on sex, sexual orientation, gender identity, race, color, religion, national origin, age, marital status, pregnancy, disability, veteran status, or any other protected characteristic as established by law. Pre-employment drug testing and background checks are required as part of our hiring practices.

Job Types: Full-time, Temporary

Work Location: Remote