Agency Service Rep III

Elevance Health • Houston, TX

2d • Onsite

About The Position

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. The role requires strong product/program knowledge, excellent service judgement, and the ability to meet quality and productivity expectations.

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.

Nice To Haves

• 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.

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.
• Coordinate mailings and fulfillment 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.

Benefits

• merit increases
• paid holidays
• Paid Time Off
• incentive bonus programs
• medical
• dental
• vision
• short and long term disability benefits
• 401(k) +match
• stock purchase plan
• life insurance
• wellness programs
• financial education resources

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED