Pipeline-Eligibility Lead Representative

Role Purpose:
The 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 CMS

Listening 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 support

Serve as a first point of contact for agent questions

System na...