Job Summary:
The Verification Officer will play a pivotal role in assisting Medicare beneficiaries by verifying their eligibility for new benefits and ensuring a seamless transition to licensed insurance agents. This position requires strong communication skills, keen attention to detail, and the ability to manage sensitive customer information with the utmost professionalism. The Verification Officer will effectively handle customer inquiries, address concerns, and ensure strict compliance with Medicare regulations.
Key Responsibilities:
- Conduct Outbound Calls: Initiate calls to Medicare beneficiaries during the Annual Enrollment Period (AEP), informing them of new 2024 benefits such as dental, vision, hearing, and prescription coverage.
- Verify Eligibility: Confirm that beneficiaries have Medicare Part A and B, and gather key information, including date of birth, zip code, and prescription details, to determine eligibility.
- Handle Customer Inquiries: Respond to customer questions and concerns with clear, concise, and informative rebuttals, ensuring that all provided information is accurate and relevant to their needs.
- Explain Plan Details: Clearly explain the importance of providing specific details, such as zip code, date of birth, and prescription information, to offer tailored plan options based on their location.
- Ensure Compliance: Adhere strictly to federal and state regulations, including respecting Do Not Call lists, and always obtain verbal consent before transferring customers to licensed agents.
- Transfer Calls: Seamlessly transition qualified beneficiaries to licensed insurance agents for a more detailed discussion of Medicare plans and benefits, ensuring a smooth and positive customer experience.
- Record and Update Information: Accurately log all customer data and responses in the system while maintaining confidentiality and following data security protocols.
- Follow-Up: Schedule follow-up calls or appointments for customers needing additional time or consultation with family members about their Medicare options.
Qualifications:
- Education:
- High school diploma or equivalent required.
- Some college education is preferred.
- Experience:
- Previous experience in a call center, customer service, or sales environment is highly desirable, particularly within the healthcare or insurance sectors.
Skills:
- Strong verbal communication and active listening skills.
- Ability to handle objections and provide clear, logical explanations.
- Excellent data entry and documentation abilities with a high attention to detail.
- Familiarity with call center software and CRM systems.
- Understanding of Medicare and health insurance is an asset (training will be provided).
Personal Attributes:
- Professionalism: Capable of managing sensitive customer information with discretion and professionalism.
- Empathy: Able to demonstrate empathy and patience, ensuring that beneficiaries feel heard and understood.
- Problem-Solving: Quick thinker who can adapt responses to meet customer needs while adhering to compliance guidelines.
- Team Player: Collaborates well within a team, contributing to a positive and supportive work environment.
