Title: Licensed Health Insurance Plan Change Agent Location: Nashville Tennessee US Full time, temporary Are you passionate about delivering best-in-class customer service? Do you thrive in a fast-paced environment and have a knack for helping others? Join our Medicare team as a Customer Service Senior Representative and make a real difference in the lives of our customers! SNAPSHOT: - Rate of pay: $26.00 per hour - Contract assignment through the end of 2026 - 100% remote- But cannot reside in NY,CA, HI or AK. - No time off from October 1- December 31, 2026. - Must have active Health Insurance License - Must be able to work any 8-hour shift from 8:00am to 8:00pm any day of the week. - Weekends, OT, and some holidays are required What You'll Do: - Handle inbound calls from current Medicare customers seeking support with plan changes, benefit explanations, or department referrals. - Make proactive outbound calls to educate customers about plan options. - Stay up-to-date and knowledgeable on all Medicare products, processes, and procedures. - Maintain a positive attitude and professional demeanor in every interaction. - Participate in meetings and required trainings to keep your skills sharp. - Maintain an active license and appointment in all relevant Medicare markets. - Work flexible hours, including weekends, holidays, and rotating shifts. - Utilize multiple computer systems simultaneously to deliver accurate, helpful service. What We're Looking For: - Experience in a high-volume call center environment. - Ability to work independently while remaining an engaged team player. - Excellent communication (verbal and written), listening, and interpersonal skills. - Strong tech skills, including Microsoft Office Suite (Outlook, Excel, Word, Teams) and proficiency using laptops, cameras, and desk phones. - Accurate data entry skills and high attention to detail. - Ability to organize, prioritize, multi-task, and manage your time effectively. - Flexibility and adaptability to thrive in a dynamic, changing environment. - Dedication to providing exceptional customer service, especially when selling or servicing Medicare products. - Must be comfortable working evenings, weekends, and holidays and adhering to a scheduled phone shift. Standard shifts are between 8:00am and 8:00pm across all U.S. time zones (may be subject to change). - Understanding of Medicare products (Medicare Advantage, Medicare Supplement, Part D, Ancillary) is required. - Must hold a current Health Insurance License in your residential state. - High-speed internet access meeting these minimums: Download speed of at least 1.5 Mbps (25 Mbps preferred), upload speed of at least 0.5 Mbps (15 Mbps preferred), and max ping of 100 ms (40 ms preferred). Internet performance testing will be required. Education & Experience: - High School Diploma or GED required. - At least 1-2 years of sales/service experience. - Minimum of two years of telephonic experience. - Active Health Insurance License required. Preferred: - Bachelor’s degree. - Call center experience. - Experience with, or knowledge of, Medicare Advantage/Medicare Supplement products and/or the healthcare insurance industry.

• Maintaining industry leading service standards. • Provide knowledgeable answers to questions about product, pricing and availability. • Timely entry of all inbound leads. • Availability and dependability to multitask. • Highly focused on a total team environment.

• Follow our proven service process to offer our existing bilingual customers the best individualized customer service and policy options from the insurance carriers IIG represents • Keep accurate information for all customers within the CRM database, adhering to company quality and compliance standards • Building relationships with clients and actively capitalizing on Referral Lead cultivation • Customer support over the phone, email or text • Email management and follow-up with calls/ emails for the missing information and documentation. • Use insurance carrier’s platform & technology timely and accurately

• Review disputed self-pay accounts • Confirm patient eligibility of insurance coverage for their services, using multiple host systems and portals • Calls to various payers to confirm eligibility, if a claim is on file and timely filing • Review host systems, add coverage, and electronically bill the claims once the information is verified. • Other assigned duties and needs