[Hiring] Direct Pay Medicare Account Service Consultant I @company

Role Description

The Account Service Consultant ensures prompt, accurate, and efficient servicing of the Medicare Sales team, which includes Medicare Advantage, Medicare Supplement, and Prescription Drug Plans (PDPs). Inquiries received may be via telephone, written inquiries, or lobby walk-in customers. This position maintains constant communication with the Sales and Management staff and interacts with other departments (i.e., Medicare Operations, Enrollment, etc.) to identify and resolve client account issues.

• Researches, interprets and responds to inquiries from internal and external customers, business partners, brokers, and consultants concerning products, services, and policies in accordance with CMS, Corporate Service strategy, and other legislative requirements.
• Identifies and responds to issues brought forward either internally or externally, ensuring all inquiries are responded to within 24 hours and resolved in most cases.
• Attends necessary training to support job role/function and facilitates meetings as necessary.
• Responds to sales team requests for assistance in the field and provides support regarding new and existing business activity.
• Maintains account data on a timely and accurate basis, including initial account setup, benefit books, contracts, etc.
• Acts as the go-to person to coordinate daily activities and assists with difficult issues that may surface.
• Assists in the maintenance of files, records, and operating manuals and provides assistance in obtaining reports as requested.
• Attends meetings and/or trainings as a representative of the Medicare Sales or Enrollment Team and shares information learned with the team.
• Demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values, adhering to the Corporate Code of Conduct, and leading to the Lifetime Way values and beliefs.
• Maintains high regard for member privacy in accordance with corporate privacy policies and procedures.
• Regular and reliable attendance is expected and required.
• Performs other functions as assigned by management.

• Assists with on-the-job training of other Account Service and Sales Associates as requested.
• Mentors and trains other account service team members to initiate resolution to outstanding and/or difficult issues.
• Acts as a backup to Account Executive when the individual is out of the office.
• Identifies issues, patterns, and/or trends affecting customer satisfaction and recommends and initiates changes as a result of process review.
• Reviews all broker/sales facing documents for accuracy, including collateral for Broker/Sales events.
• Takes the lead position in facilitating department-wide purchase order requisitions.

Qualifications

• Associate degree in related field, or three years of related experience in lieu of a degree.
• Thorough knowledge and expertise of benefit programs for all Health Plan business required within six months of employment.
• Sales and strong communication skills.
• Experience working with the senior population.
• Expertise in problem-solving skills necessary to resolve customer inquiries efficiently.
• Sensitivity to interacting and communicating with the Medicare eligible market.
• Knowledge of operating systems, spreadsheet and word processing applications, database functions, and sales force automation software applications.
• Valid NYS Life, Accident and Health license within six months of employment required.
• Complete required Medicare Training per Center for Medicare Services within six months of employment.

• A minimum of two years of experience in an equivalent sales or sales operation function is required.
• Knowledge of government programs and familiarity with CMS and NYS regulations.
• Knowledge of Federal and NYS regulations and underwriting policies.
• A minimum of two years of Medicare-specific experience is required.
• Must be self-motivated and a team player.

Requirements

• Must be able to travel independently between the health plan regions.

Benefits

• Participation in group health and/or dental insurance.
• Retirement plan.
• Wellness program.
• Paid time away from work.
• Paid holidays.

Compensation Range(s)

Minimum: $21.83/hr - Maximum: $34.92/hr. The salary range indicated represents the minimum and maximum for this position. Actual salary will vary based on factors including budget, prior experience, knowledge, skill, and education.

Please note: There may be opportunity for remote work within all jobs posted by the Excellus Talent Acquisition team. This decision is made on a case-by-case basis.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.