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Medicare Customer Success Agent (Remote)
**Overview:**
Join our caring community as a Medicare Customer Success Agent with Innovative Financial Group (IFG), a wholly owned Field Marketing Organization (FMO) and subsidiary of Humana. As a trusted partner, you will help customers navigate Medicare coverage across multiple carriers, delivering a positive, compliant, and customer-centered experience throughout the Medicare journey. **Responsibilities:**
* Deliver a high level of professionalism, empathy, and compliance with every inbound and outbound customer interaction
* Actively listen to identify customer needs and provide clear guidance on available plans, benefits, resources, and services across multiple carriers
* Clearly explain plan benefits, coverage details, claims-related questions, and carrier communications in a way that is easy to understand
* Ask thoughtful, compliant questions to uncover broader customer needs, including social or situational factors that may impact healthcare decisions
* Support customer retention and satisfaction by helping customers navigate complex Medicare decisions and resolve issues efficiently
* Partner with sales, service, and carrier teams to resolve issues related to enrollment, disenrollment, eligibility, and plan changes
* Provide feedback and insights to support continuous improvement, test-and-learn efforts, and proactive outreach initiatives
**Qualifications:**
* Active resident Health Insurance License for your state of residence (per state Department of Insurance requirements)
* 2+ years of experience working in a virtual or remote environment
* Ability to work flexible schedules, including overtime, nights, and weekends as business needs require
* 2+ years of professional experience navigating multiple computer systems, tools, and screens simultaneously
* 2+ years of Medicare customer service and/or Medicare sales experience
* Demonstrated ability to understand, explain, and compare Medicare plans and benefits across multiple carriers
* Proven ability to support Medicare-eligible and dual-eligible customers with empathy, clarity, and compliance
**Benefits:**
* Health benefits effective day 1
* Paid time off, holidays, volunteer time, and jury duty pay
* Recognition pay
* 401(k) retirement savings plan with employer match
* Tuition assistance
* Scholarships for eligible dependents
* Parental and caregiver leave
* Employee charity matching program
* Network Resource Groups (NRGs)
* Career development opportunities