Customer Service Representative

Integrity Marketing Group LLC

. Conduct recorded verification calls with consumers using approved TPV scripts word for word .

Posted 10/16/2026full-timeRemote • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in conducting verification calls while adhering to approved scripts and protecting consumer PHI and PII under HIPAA regulations. Proven ability to meet quality, accuracy, and productivity targets in a call center environment, with strong communication skills and a focus on consumer understanding.

Highest-signal resume keywords

Call Center ExperienceHIPAA ComplianceTyping Speed of 35 WPMBilingual: English and SpanishQuality Assurance Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Verbatim Script ReadingConsumer Identity VerificationDocumentation of ConsentCall Outcome RecordingConsumer Complaint Escalation

Soft Skills

Professional CommunicationCoachable and Open-MindedPatient Interaction

Tools & Technologies

CRM PlatformsDialer SystemsCall Recording Software

Industry Keywords

MedicareHealth InsuranceHealthcare Call CenterMedicare AdvantageACA Marketplace

About the role

Key responsibilities & impact

Conduct recorded verification calls with consumers using approved TPV scripts word for word
Verify consumer identity and demographic and eligibility details
Confirm understanding of the selected plan, effective date, and key plan elements
Obtain and document clear, voluntary consent to enroll
Stop or fail verification when consumers are confused, hesitant, did not request the plan, or report pressure or misleading statements
Escalate suspected agent misconduct, consumer complaints, and potential fraud to Compliance the same day
Record call outcomes, reason codes, and notes in the verification system
Protect consumer PHI and PII under HIPAA and company privacy policies
Meet quality, accuracy, and productivity targets set by the TPV Supervisor
Participate in call calibration, quality reviews, and coaching sessions
Independently verify consumer enrollments during peak enrollment season as a non-sales checkpoint between sales conversations and submitted enrollments

Requirements

What you’ll need

1 year minimum of call center or customer service experience
Typing speed of at least 35 words per minute with high accuracy
Ability to read scripts verbatim in a clear, professional, and patient manner
Preferred: Prior TPV, quality assurance, or compliance call experience
Preferred: Experience in a Medicare, health insurance, or healthcare call center
Preferred: Familiarity with Medicare Advantage, Part D, or ACA Marketplace terminology
Bilingual preferred: English and Spanish
Preferred: Experience with CRM, dialer, and call recording platforms
Ability to protect consumer PHI and PII in line with HIPAA and company privacy policies
Ability to meet quality, accuracy, and productivity targets
Ability to be coachable, open-minded, and receptive to constructive feedback

Benefits

Comp & perks

Competitive compensation package
Health and family benefits
Professional opportunities and career acceleration
Coaching sessions
Call calibration and quality reviews
Reasonable accommodations for qualified individuals with disabilities