Customer Service Representative
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Job Description
Remote TPV representative verifying consumer understanding and consent for Medicare enrollments. Supporting Integrity’s nationwide life, health, and wealth insurance distribution business.
Responsibilities:
- Conduct recorded verification calls with consumers using approved TPV scripts word for word
- Verify consumer identity and demographic and eligibility details
- Confirm understanding of the selected plan, effective date, and key plan elements
- Obtain and document clear, voluntary consent to enroll
- Stop or fail verification when consumers are confused, hesitant, did not request the plan, or report pressure or misleading statements
- Escalate suspected agent misconduct, consumer complaints, and potential fraud to Compliance the same day
- Record call outcomes, reason codes, and notes in the verification system
- Protect consumer PHI and PII under HIPAA and company privacy policies
- Meet quality, accuracy, and productivity targets set by the TPV Supervisor
- Participate in call calibration, quality reviews, and coaching sessions
- Independently verify consumer enrollments during peak enrollment season as a non-sales checkpoint between sales conversations and submitted enrollments
Requirements:
- 1 year minimum of call center or customer service experience
- Typing speed of at least 35 words per minute with high accuracy
- 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
- Ability to protect consumer PHI and PII in line with HIPAA and company privacy policies
- Ability to meet quality, accuracy, and productivity targets
- Ability to be coachable, open-minded, and receptive to constructive feedback
Benefits:
- Competitive compensation package
- Health and family benefits
- Professional opportunities and career acceleration
- Coaching sessions
- Call calibration and quality reviews
- Reasonable accommodations for qualified individuals with disabilities
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