Medicare Sales Agent (CARES Lab)

We are seeking highly motivated, technologically savvy licensed Medicare sales agents with a minimum of one year of experience to be part of the initial phase of our CARES Lab team – a dynamic group focused on testing and designing initiatives with the goal of improving both the agent and customer experiences.

In this role, you will continue to be responsible for providing exceptional service and guidance to our customers as they seek out Medicare Advantage plans that align most closely with their needs. You will also leverage your expertise and work cross-functionally to optimize our processes and technologies and influence overall design through product testing, troubleshooting and resolving issues and providing feedback from the agent and customer perspectives.

This is a hybrid role that requires working in our Chicago office Tuesday through Thursday.

  

Responsibilities:

Advocate Agent Accountabilities (50+%):

• Member of Chicago office-based Advocate team (in office between Tuesday and Thursday)
• Have successfully completed all licensing requirements.
• Handle inbound and outbound sales inquiries to effectively sell health insurance plans and products via phone to customers (no cold calling)
• Quickly grasp new concepts and product offerings, including Major Medical, Medicare Advantage, Medicare Supplement, Prescription Drug Plans, and other ancillary health products
• Guide consumers through the health insurance policy selection and application process and serve as subject matter expert for health insurance enrollments.
• Learn and adapt quickly, while following GoHealth's internal policies and procedures
• Provide an excellent consumer experience for all callers and be enthusiastic about helping the aging and disabled community.
• Comply with Federal CMS and State legal requirements and standards.
• Be the "Face of GoHealth" at the consumer level and serve as a brand ambassador for the organization.

CARES Lab Member Accountabilities (up to 50%):

• Effectively communicate agent and customer perspectives to help technical experts translate and implement needs into innovative technologies and processes.
• Proactively identify areas for improvement to enhance the overall customer CARES experience.
• Test and optimize tools, scripts, processes and more to enhance new and existing technologies.
• Collaborate with internal teams, including product development and IT, to escalate and resolve complex technical issues.
• Monitor and evaluate the quality of customer interactions to ensure high standards of service are maintained through adoption of new technologies and processes.
• Collect and provide pre- and post-implementation feedback from agents to contribute to continuous improvement of our technology solutions.
• Support creation of training content and provide agent training support for new product launches.
• Act as a leader to peers and agents, and as a superuser for new processes and technologies following rollouts.

 

 Qualifications:

Experience:

• Minimum one year of Medicare sales experience
• Consistently meets sales and quality performance expectations.
• Fully licensed across key states and carriers

 Skills:

• Identifies opportunities and evaluate technology solutions to enhance the agent and customer experience.
• Quickly adapts to new technologies.
• Proficient in using and troubleshooting key applications used at GoHealth.
• Possesses a strong learning orientation and passionate about advancing the future of our
• GoHealth customer experience
• Excellent problem-solving skills and attention to detail
• Excellent verbal and written communication skills
• Works well independently and as part of a team