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Customer Service Representative
Integrity Marketing Group LLC. Conduct recorded verification calls with consumers, following approved TPV scripts word for word .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in conducting verification calls while adhering to approved scripts, ensuring consumer identity verification, and maintaining compliance with HIPAA regulations. Proficient in documenting call outcomes and managing consumer interactions with a focus on quality and accuracy.
Highest-signal resume keywords
Call Center ExperienceTyping Speed Of 35 WPMTPV ExperienceBilingual English And SpanishMedicare Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Consumer Identity VerificationScript ReadingDocumentation AccuracyQuality AssuranceCompliance Adherence
Soft Skills
Professional CommunicationPatienceAttention To Detail
Tools & Technologies
CRM PlatformsDialer SystemsCall Recording Software
Industry Keywords
Medicare AdvantagePart DACA MarketplacePHI ProtectionPII Protection
About the role
Key responsibilities & impact- Conduct recorded verification calls with consumers, following approved TPV scripts word for word
- Verify consumer identity and required 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 verifications 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 in line with 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
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
- 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 preferred
- Bilingual English and Spanish preferred
- Experience with CRM, dialer, and call recording platforms preferred
Benefits
Comp & perks- Competitive compensation package
- Benefits for employees and their families
- Professional opportunities and career acceleration
- Coaching sessions
- Call calibration and quality reviews
- Reasonable accommodations for qualified individuals with disabilities