Our Company
Explore how you can contribute at AmeriLife.
For over 50 years, AmeriLife has been a leader in the development, marketing and distribution of annuity, life and health insurance solutions for those planning for and living in retirement.
Associates get satisfaction from knowing they provide agents, marketers and carrier partners the support needed to succeed in a rapidly evolving industry.
Job Summary
Senior Healthcare Direct is a leading Medicare and ancillary call center committed to providing exceptional customer experiences. We are seeking dedicated and passionate individuals to join our dynamic team as Customer Care Representatives.
The Customer Care Representative is responsible for handling inbound calls, researching, and resolving issues, and accurately responding to inquiries presented by applicants, policyholders, agents, or medical providers in a timely and professional manner.
Job Description
Duties/Responsibilities:
The following reflects duties for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time for business reasons.
- Handle customer and internal inquiries professionally, accurately, and completely, primarily by phone, while delivering a high level of customer service.
- Utilize internal systems, web-based software, CRM, telephony systems, and other available resources to research information, resolve inquiries, and provide accurate and timely responses.
- Apply strong data-entry and administrative skills to accurately document and maintain customer and business information.
- Apply product knowledge, company policies, procedures, and available resources to effectively address customer needs and determine the appropriate resolution or next steps.
- Accurately identify when a request requires additional assistance or escalation, route the request appropriately, and complete follow-up as needed.
- Maintain a strong working knowledge of company policies, procedures, products, and processes and apply that knowledge consistently in customer interactions.
- Effectively manage challenging customer interactions, de-escalate concerns when possible, and escalate appropriately when additional assistance is required.
- Maintain concise, factual, and objective documentation of customer interactions and actions taken, as applicable.
- Protect confidential customer information and consistently comply with all HIPAA, PHI, and applicable company requirements.
- Meet established Customer Care quality standards and performance expectations while contributing to a positive customer experience and a collaborative team environment.
Qualifications
- Excellent communication skills, both verbal and written
- Strong problem-solving and decision-making abilities
- Empathetic and patient with the ability to handle challenging situations.
- Customer-focused mindset with a dedication to delivering exceptional service.
- Ability to multitask and work in a fast-paced environment.
- Previous customer service experience is a plus.
Minimum Job Requirements:
- High School Diploma or equivalent
- Proficiency in using Computer Systems and software.
- 3-5 years of Customer service experience.
Preferred Job Requirement:
- Call center experience
- Previous experience in insurance operations, customer service or insurance agency/call center preferred.
Knowledge, Skills, and Abilities
- Ability to learn, understand, and apply complex concepts, practices, and procedures related to the insurance industry, company products, and business processes.
- Strong attention to detail and commitment to accuracy.
- Effective verbal and written communication skills, with the ability to communicate clearly and professionally with customers, coworkers, and leadership.
- Strong active listening, problem-solving, and critical-thinking skills, with the ability to assess situations, identify appropriate solutions, and determine when escalation is necessary.
- Ability to work effectively with individuals and teams across different areas and levels of the organization to achieve common goals.
- Ability to manage multiple priorities while maintaining accuracy, productivity, and quality with limited supervision.
- Adaptability and willingness to learn and apply new systems, processes, products, and procedures as business needs evolve.
- Ability to build and maintain positive working relationships with coworkers, internal partners, and external customers.
- Ability to remain professional and composed during challenging customer interactions and effectively apply de-escalation and conflict-resolution skills.
- Strong computer skills, including accurate data entry and proficiency with business systems, Microsoft Office, and basic spreadsheet functions.
- Dependable and accountable, with consistent attendance, schedule adherence, and commitment to meeting established expectations.
- Ability to work collaboratively and contribute positively to team goals, customer service standards, and overall business objectives.
Work From Home – Requirements:
- Reliable Internet Connection: Maintain a stable, high-speed internet connection sufficient to support required business systems, applications, and phone services.
- Company-Provided Equipment: SHD will provide the computer, headset, and required software and systems necessary to perform the essential functions of the position. Employees are responsible for maintaining company-provided equipment in good working condition and promptly reporting technical issues.
- System Accessibility & Security: Maintain the ability to securely access SHD systems, applications, and resources from the remote work environment and comply with all applicable information security, privacy, and data protection requirements.
- Confidential Work Environment: Employees must be able to perform their job responsibilities in an environment that protects customer and company information and prevents unauthorized individuals from viewing, hearing, or accessing confidential information. Employees must maintain a suitable, professional workspace that is quiet, secure, and free from distractions during scheduled work hours.
- Professional Workstation: Maintain a workspace that supports safe and effective performance of job responsibilities, including appropriate seating, desk space, lighting, and workstation setup.
As part of the screening and hiring process, a background check is required.
What AmeriLife Offers
A comprehensive benefits package that includes PTO, medical, dental, vision, retirement savings, disability insurance, and life insurance.
Equal Employment Opportunity Statement
We are an Equal Opportunity Employer and value diversity at all levels of the organization. All employment decisions are made without regard to race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity or expression, age, national origin, ancestry, disability, genetic information, marital status, veteran or military status, or any other protected characteristic under applicable federal, state, or local law. We are committed to providing an inclusive, equitable, and respectful workplace where all employees can thrive.
Americans with Disabilities Act (ADA) Statement
We are committed to full compliance with the Americans with Disabilities Act (ADA) and all applicable state and local disability laws. Reasonable accommodations are available to qualified applicants and employees with disabilities throughout the application and employment process. Requests for accommodation will be handled confidentially. If you require assistance or accommodation during the application process, please contact us at HR@AmeriLife.com.
Pay Transparency Statement
We are committed to pay transparency and equity, in accordance with applicable federal, state, and local laws. Compensation for this role will be determined based on skills, qualifications, experience, and market factors. Where required by law, the pay range for this position will be disclosed in the job posting or provided upon request. Additional compensation information, such as benefits, bonuses, and commissions, will be provided as required by law. We do not discriminate or retaliate against employees or applicants for inquiring about, discussing, or disclosing their pay or the pay of another employee or applicant, as protected under applicable law. Pay ranges are available upon request.
Background Screening Statement
Employment offers are contingent upon the successful completion of a background screening, which may include employment verification, education verification, criminal history check, and other job-related inquiries, as permitted by law. All screenings are conducted in accordance with applicable federal, state, and local laws, and information collected will be kept confidential. If any adverse decision is made based on the results, applicants will be notified and given an opportunity to respond.
