Encore Health Advisors

Client Services Representative

• Provide exceptional client service
• Handle inbound and outbound follow-ups about Medicare Parts A, B, C (Advantage), and D (Drug) plans
• Resolve questions about coverage, premiums, provider networks, and benefits
• Assist with document requests including ID cards, authorizations, referrals, and financial subsidies
• Troubleshoot portal access, website, and email issues
• Log all interactions accurately in CRM systems
• Escalate unresolved or complex issues to supervisors, benefits specialists, or compliance teams
• Pass quality assurance test calls and adhere to CMS compliance requirements
• Collaborate with the team to support clients
• Work in a high-volume environment handling approximately 40–60+ calls per day
• Meet quality assurance, script adherence, and performance targets

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Client Services Representative