Job Description

As a Pre-Enrollment Specialist (PES), you will have the rewarding opportunity to support Medicare eligible retirees (participants) across the country as a work from home opportunity, where you can feel the most comfortable and supported. We offer you a seasonal job opportunity to assist you with breaking through financial barriers, while still being able to enjoy working in your home with no commute through the daily havoc of traffic.

Your goal as a PES is to be a resource for our participants who are preparing to enroll, including verifying/updating profile information, helping participants navigate our website, and explaining the basics of Medicare coverage.

You will spend a large portion of your day in phone conversations with participants investigating and resolving issues in a fast paced team environment. This role is seasonal/temporary, but based on your performance you may be invited to take on other roles and responsibilities to help us effectively and efficiently service our clients and members throughout the rest of the year. This could be your chance to begin building your career with Willis Towers Watson!

EMPLOYMENT-BASED NON-IMMIGRANT VISA SPONSORSHIP AND/OR ASSISTANCE IS NOT OFFERED FOR THIS SPECIFIC JOB OPPORTUNITY.

Responsibilities:

• Effectively and empathetically assist participants over the phone
• Listen, assess, and understand client needs and questions using a consultative approach
• Identify the root cause of issues and effectively communicate solutions to participants
• Work effectively in multiple internal systems to solve complex problems
• Show patience and kindness to deescalate concerned callers
• Follow all compliance regulations for service and application inquiries  
• Ensure internal and external service levels are met in a timely and high-quality manner
• Accurately track and report outbound contact attempts and identify possible trends
• Work with a team in a diverse, professional call center environment
• Other duties as assigned

Position Type/Expected Hours of Work:

• This role can be a seasonal/temporary or a full time regular position
• This position may be performed remotely or in office based on team needs
• Colleagues will be scheduled for 40 hour work weeks (overtime may be required during peak season); schedules can vary based on business need between 6am – 5pm MST (7am – 6pm CST)

NOTE: EMPLOYMENT-BASED NON-IMMIGRANT VISA SPONSORSHIP AND/OR ASSISTANCE IS NOT OFFERED FOR THIS SPECIFIC JOB OPPORTUNITY. ALTHOUGH THIS ROLE IS OPEN FOR REMOTE WORK, YOU MUST BE A CURRENT RESIDENT OF ARIZONA, FLORIDA, GEORGIA, ILLINOIS, INDIANA, MICHIGAN, MINNESOTA, MISSOURI, NEVADA, NORTH CAROLINA, OHIO, SOUTH CAROLINA, TEXAS, OR UTAH TO BE CONSIDERED FOR THIS ROLE.

Qualifications

• Proven success in a customer service and/or consultative sales environment
• Must be able to complete a paid intensive training program and pass a final test; training covers computer systems, Medicare, enrollment, fundamentals of a Health Reimbursement Account (HRA), compliance regulations, application processes, and more
• Passion for building customer loyalty through exceptional verbal and written communication skills, consultative relationship building, and resourcefulness
• Possesses resilience needed to efficiently manage a steady stream of customer calls, while balancing compliance requirements and a variety of quality metrics
• Excellent active listening skills
• Self-motivated, highly analytical, organized and extremely detail-oriented
• Excellent interpersonal skills - ability to relate well to others and remain positive in difficult situations
• Ability to take direction, coaching and act positively to improve performance
• Technologically proficient: Basic knowledge of web navigation and Microsoft Windows navigation, typing and keyboarding with speed and accuracy, ability to manage multiple open computer windows and learn new computer systems (experience using dual monitors a plus)
• High school diploma or equivalent required
• Ability to work varying shifts/hours/days
• Life/Health insurance certification or ability to obtain certification a plus

WORK FROM HOME REQUIREMENTS: EQUIPMENT PROVIDED!

• All applicants will be required to have a separate confidential and distraction free workspace so you can focus on delivering excellent customer service to our participants
• The applicant will secure and be responsible for paying their own internet expenses to include a minimum upload speed 5 MB/s, preferred upload speed 25 MB/s and a minimum download speed 25 MB/s, preferred download speed 50 MB/s
• Wired ethernet connection that meets upload and download speed requirements as noted above
• Applicants will be required to work during their assigned shift time which does include specified lunch and break times
• Hardware and software requirements and additional guidelines provided during the interview selection process

Additional Information

All your information will be kept confidential according to EEO guidelines.