Customer Service Agent

Non-Licensed Health Agent

Connextions, Inc. is currently searching for non-licensed health agents to assist in the operations of its call center. Connextions is owned by OptumHealth, a subsidiary of UnitedHealth Group. It is the premier growth, retention and service solutions company, aimed at the unique and complex distribution needs of the healthcare market.

The Non-Licensed Health Agent will accept calls from both inbound and outbound callers and will assist customers with questions they have regarding their health or commercial account. This position is a customer service role and demands excellent phone manner. The Non-Licensed Health Agent will be the primary contact between our Company and our customers and therefore is a very important member of our team.

Position Duties/Responsibilities:

• Receive inbound calls from customers’ interested in health insurance products. Customers will be responding to TV commercials, direct mail, and print advertisements received.
• Generate follow-up appointments to have a licensed field agent go to their home or a licensed agent call them
• Place outbound calls to customers in our database
• Support insurance and/or Prescription Drug Plans
• Educate customers on plans and processes
• Provide assistance with enrollment
• Qualify customers for community meetings and in-home appointments
• Provide objective information pertaining to coverage, annual notice of change, pharmacy/network coverage, and drug formularies
• Ensures proactive customer service/sales techniques with the highest degree of courtesy and telephone etiquette

Performs other duties and tasks as assigned

Minimum Requirements

Knowledge, Skills & Abilities Required:

• Strong customer service skills
• Experience using Internet, Windows applications (Word, Excel) and e-mail services (Outlook)
• Excellent verbal communication skills (vocabulary and articulation)
• Ability to not only understand complex Medicare programs, but to be able to explain/articulate these programs to callers in ways that are clear, correct, and objective
• Prefer 2 years of call center/customer service support

Personal Attributes:

• Ability to express assurance/confidence and empathy
• Multi-tasker, including ability to understand multiple products and multiple levels of benefits within each product
• Focused individual
• High level of productivity even through times when tasks are repetitive
• Ability to work a flexible schedule; may require holiday and weekends and must be easily adaptable to change