Customer Service Representative at Healthplanone in Tampa, Florida

Job Description:

HealthPlanOne's mission is to help people find the right health insurance at the right price, so they live healthier lives. We are committed to making the shopping process simpler. Our mission has never been more important than it is today.



The Customer Service Representative will be thoroughly familiar with the company's line of insurance products and coverage options. They will support HPOne's Brokerage or MAQ teams with pre and post-sale activities such as new prospect qualification, Health Risk Assessments, and Retention calls. The CSR will adhere to established call scripting, procedures, and workflows.



Supervisory Responsibilities:

• None

• Adhere to established call scripting, procedures, and workflows


• Answer general questions about carrier's plans and benefits


• Assist callers in the Medicare qualification process and ensure that all required information is accurate and compliant


• Build sustainable relationships of trust through open interactive communication


• Handle customer complaints in a professional manner and transfer to a member of management within the appropriate department


• Make outbound dials to consumers, transfer to a licensed agent of record as needed


• Manage high volume of incoming calls


• Meet established production goals and daily, weekly, and monthly performance metrics


• Understand and adhere to all company, carrier and/or CMS related policies and procedures


• Perform other related job duties as assigned

• High School diploma or equivalent


• Ability to navigate technology and phone systems, and follow a specific call-flow


• Customer service orientation and ability to adapt/respond to different personalities


• Excellent communication and listening skills


• Must be detail-oriented, motivated self-starter, with excellent time management, organization, and computer skills

• Able to work a flexible schedule including evenings and weekends


• Bilingual


• Familiarity with CRM systems and practices


• Licensed to sell


• MS Excel basic skills


• Previous call center experience


• Previous training and experience in or related to healthcare insurance

• Prolonged periods of sitting at a desk and working on a computer, typically in a cubicle environment (constant noise, fluorescent overhead lighting)


• Able to wear headset for duration of shift