Remote Call Center Representative

What would I do in this role?

Member Benefits
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Work hours
Monday to Saturday 7:45 am to 11 pm ET

40-hour work week, 5 days
Must have flexibility during work hours, production schedules will be assigned during training.

Attendance is mandatory during training and the first 90 days of employment.

About the Healthcare Call Center Representative: 
  • Manage a steady volume of incoming calls regarding Benefits, Enrollment, Eligibility, Invoicing, Claims, and related topics.   
  • Fully explain the Medicare Part D and or Part C Medicare Advantage Programs. Answering all questions related to the program levels.     
  • Actively listen to understand customers’ needs and answer their questions to include callbacks and follow up calls as needed.  
  • Effectively multi-task.  
  • Demonstrate proficiency in problem-solving skills.  
  • Politeness and a strong focus on servicing the caller are important requirements.  
A few questions you can expect: 
  • Can you tell me if eyeglasses will be covered under this policy?  
  • I lost my ID Card; can you help me get another one?  

*Please note: This role is subject to continued monitoring to ensure a distraction-free workspace and
to verify that no unauthorized devices, individuals, or animals are present.

How would I help customers?

Listen to the following simulated calls to see how you can use your expertise to help our customers.
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How can I help you?
Listen as a caller ask questions about her benefits.
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A day in the life

of a Remote Healthcare Customer Service Representative
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About the role

Can I pick my own schedule?
Schedules will be assigned to you based on business needs.
​​​​​​​Is there part-time work available?
​​​​​​​We only offer full time opportunities at this time.
Are there chat positions open?
Chat positions are not available at this time, but if the opportunity becomes available, you can apply through our career site.
Is there an overnight shift available?
We have varying shifts / working hours, but they do not include overnight shifts at this time.
How many calls will I take in a day?
The number of calls you will take in a day varies from day to day. While we want to be mindful of average handling time, there is no set number of calls that you are required to take in a day. At times, calls will be continuous on a back-to-back basis.
Are the calls inbound or outbound?
You will only receive inbound calls. Outbound calls on a as needed basis; however, the majority of calls are inbound calls.
What does a day on the job look like?
A day on the job looks like being at your desk answering customer phone calls and providing necessary assistance, and periodically having meetings and/or trainings.

This is a high volume position. You can expect to be on the phone the entirety of your shift.
What if I have booked a vacation during training?
Attendance is critical during training. You must graduate training to move into production. We cannot approve time off during training.
Is overtime offered?
Overtime is voluntarily and offered based on business needs. During Open Enrollment, we can mandate up to 10 hours of mandatory overtime based on the business needs. During the slow times, we also reduce hours based on needs up to 10 hours.
How hard is it to change my schedule?
Schedules will change over time due to ever-changing customer demands. We do expect some level of flexibility from our employees. Conversely, if your availability changes, please discuss this with your immediate supervisor to see if there are any alternate options available.
Do we work on holidays?
There are some holidays we are closed but some we do work. Holidays that we are closed are Christmas Day, Thanksgiving, 4th of July, Labor Day and Memorial Day. 

Work here. Grow here.

We realize career growth just doesn't happen accidentally. We are intentional about helping you grow with Conduent.

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