Pipeline-Eligibility Lead Representative

Eligibility Lead RepresentativeThe Eligibility Lead Representative is a licensed individual who is responsible for providing real-time operations support to licensed agents who are responsible for assisting existing members with explaining their plan benefits and or changing their existing plan. This role focuses on workflow support, system navigation assistance, issue escalation, & operational efficiencies during the Annual Enrollment Period. Key Responsibilities:Managing attendance and ensure agents are adhering to work schedules.Ensuring the team is meeting service levels as mandated by CMSListening to calls to ensure agents are following the CMS approved script and adhering to work/process flows.Track and trend missing compliance metrics to determine training needs and report to manager.Provide real-time agent supportServe as a first point of contact for agent questionsSystem navigationAssist agents with understanding products, eligibility and the enrollment process.Identify real-time operational issues and escalate to manager.Ensure proper documentation within CRM toolAct as a communication liaison between agents & leadershipSharing best practicesReinforce trainingTake calls as neededMust be available to work evenings, weekends and holidays and commit to and adhere to a phone schedule and shift. Standard shifts are anywhere between 8:00am and 8:00pm all time zones and are subject to change based on staffing and business needs.QualificationsActive Health Insurance LicenseBachelor's degree, preferredExperience in Medicare Advantage and Medicare Supplement plansCall center environment experience.Clear, concise communicator with strong problem-solving skillsDemonstrated reliability during peak call volume periodsPrevious Supervisor or Lead experience.EEO: "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."