Agency Service Rep III

About the role

The Agency Service Representative III will provide advanced, high touch service and operational support for Medicare and Dual Eligible (Medicare & Medicaid) members and prospective members, with focus on serving the Spanish speaking community in Houston.

Responsibilities

• Assist members and prospective members in person (storefront), by phone, and in writing, providing accurate guidance and service support.
• Respond to inquiries involving Medicare and Dual plan information, benefits, policies/procedures, and general program questions; escalate complex issues appropriately.
• Perform basic enrollment and billing maintenance transactions and ensure accurate documentation and follow-through.
• Support special projects and operational needs; create and provide reports as needed to support customer/client requirements.
• Cook up mailings and fulfill requests.
• Support manager requests including preparation for meetings and community activities may assist with roadshows/outreach events.
• Meet established performance expectations for productivity, timeliness, quality, and customer experience.

Requirements

• Requires a high school diploma or a GED equivalent and a minimum of 5 years of related customer service experience; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities and Experiences

• Bilingual English/Spanish required.
• Experience working in a customer-facing and/or high-volume service environment (in-person and/or phone).
• Previous health insurance experience supporting the senior and disabled population.
• Knowledge/understanding of Medicare and Medicaid, including Dual Eligible populations.
• Advanced benefits, claims, enrollment, billing, or membership knowledge.
• Experience supporting sales, brokers/agents, and/or community outreach efforts.
• Proficiency with Microsoft Office (Outlook, Excel, Word) and CRM/tools (Salesforce preferred).
• Active Texas Health & Life Insurance license highly preferred.

Benefits

Includes a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

Pay

Salary commensurate with experience.

Schedule

Monday-Friday; 8am to 5pm CT. Occasional evenings and weekends may be required, especially during peak periods (e.g., Annual/Open Enrollment).

Who We Are

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.

Note

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19 and Influenza. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.