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SalaryAbout Spark Advisors
We're Spark, a mission-driven company helping independent Medicare brokers build the insurance business of their dreams. The vast majority of beneficiaries select benefits with the help of an independent broker, but technology and support for brokers is woefully antiquated. We provide workflows and services to help brokers achieve transformative growth.
In just three years, we've partnered with over 3,000 brokers and enrolled over 60,000 beneficiaries, making us the fastest-growing Medicare brokerage in the country. Brokers love us: during this period of intense growth, we've maintained an NPS of 91, a client retention rate of 93%, and we've helped brokers grow on average >100% since partnering with us.
It's an exciting time to be at Spark. Our diverse, remote-first team comes from leading technology, healthcare, and insurance companies, and has grown from 40 to 60 in the last year. Most recently, we've raised a Series B from leading investors who share our ambition.
Join us: we're always on the lookout for sharp, talented, empathetic teammates.
Summary
Key Responsibilities
- Handle inbound and outbound phone calls from Medicare members with a focus on providing an exceptional customer experience utilizing active listening and communication skills
- Assist Medicare members with navigating their benefits, through phone, email, and text channels
- Place outbound calls to list of targeted members to achieve monthly goals
- Supporting members with external assistance application completion, documentation, and education
- Leverage foundational medical insurance concepts and customer service techniques to troubleshoot any customer inquiries and ensure members issues are resolved
- Ability to utilize a customer relationship management system and other software to effectively triage support requests from agents
- Provide a pleasant post enrollment experience for members
- Maintain a high level of punctuality by adhering to the company's attendance policy and demonstrate the ability to be flexible with scheduling
- Adheres to the core values and mission of Spark and incorporate into daily decision making and initiatives
Skills Knowledge and Expertise
- 2-3 years of experience working in contact centers and customer service operations, preferably in healthcare
- 1-3 years of experience working with Medicare
- Excellent verbal and written communication skills
- Ability to accurately document call information and navigate multiple lines of work efficiently to deliver on team SLAs
- Quickly adapts to new technologies, workflows, and troubleshooting technical issues
- Self-starter able to work independently without much supervision
- Ability to type 50 words-per-minute or more
