EngageCX

Customer Support

• Answer inbound calls from members regarding benefit plans and available services
• Make occasional outbound follow-up calls when additional assistance or updates are needed
• Assist members with enrolling in benefit plans and navigating enrollment
• Troubleshoot website login and account access issues
• Educate members on available benefit options using client-specific resources
• Direct callers to the appropriate carrier or department when necessary
• Verify caller identities using required authentication procedures
• Accurately document customer interactions in appropriate systems
• Maintain professionalism, empathy, and confidentiality during every interaction
• Meet quality, compliance, and productivity expectations while delivering excellent customer service
• Attend four weeks of training from Monday–Friday, 8:45 AM–5:30 PM EST
• Complete classroom instruction, nesting, knowledge assessment, and mock call evaluations

Licensed Benefits Customer Service Representative

Sales

• Handle inbound calls from Medicare-eligible members and retirees with questions about their health, vision, dental, and prescription drug benefits
• Authenticate each caller and document every interaction accurately in multiple systems simultaneously
• Explain differences between plan types — Medicare Advantage, Medicare Supplement, and Part D — in clear, plain language
• Guide members through online benefits enrollment and resolve website access issues
• Answer questions on HSAs, HRAs, retiree reimbursement accounts, carrier contact information, group numbers, and claim status
• Maintain strict adherence to CMS regulations and company compliance standards on every call
• Meet daily call quality, volume, and accuracy metrics throughout the assignment
• Participate in 4 weeks of paid training (3 weeks classroom + 1 week nesting) before taking live calls

Licensed Benefits Customer Service Representative

Licensed Medicare Sales Agent