CarePoint Health is hiring an experienced Customer Service and Retention professional who already understands the U65 Limited Medical Benefit, MEC, fixed-indemnity, supplemental-health, and private-plan environment. This is not a generic call-center customer-service job. The right candidate knows how to take ownership when a member wants to cancel, is confused about Multiplan, First Health, or PHCS, cannot find a provider, is having a prescription or ID-card problem, questions a bill or claim, has a declined payment, requests a refund, or believes the original sale was explained incorrectly. Your mission is not to pressure every member into staying. A true save means you identify the root cause, resolve or correctly route the issue, explain the plan honestly, document the interaction, set a specific follow-up, and leave the member genuinely comfortable continuing. When the plan is not suitable, you handle the cancellation, refund, escalation, or licensed rewrite process correctly. Typical weekly compensation is $900-$1,750 based on experience, responsibility, retention performance, rewrites where permitted, quality, and incentives. Additional growth opportunities are available. Compensation details and eligibility requirements will be reviewed during the interview. Core responsibilities

• Handle inbound member calls and time-sensitive cancellation warm transfers from TPAs or administrators.
• Discover the real cancellation reason and de-escalate angry, anxious, confused, or skeptical members.
• Retain members when the plan can legitimately address their needs; never create a temporary "save" through pressure or inaccurate promises.
• Explain Limited Medical Benefit, MEC, fixed-indemnity, network-repricing, discount, ancillary, and supplemental benefits in clear language.
• Distinguish cash or scheduled benefits, network access/repricing, and claim adjudication.
• Assist with ID cards, member portals, effective dates, billing dates, declined payments, payment reattempts, welcome materials, provider searches, prescriptions, dental/vision add-ons, claims, medical bills, and plan-utilization questions.
• Verify the exact plan, tier, state, effective date, member status, date of service, provider, network, and applicable vendor before answering.
• Research providers by name, facility, specialty, ZIP radius, group, or NPI; never promise provider acceptance without verification.
• Handle cancellation, end-of-term, refund, hold-status, free-look, billing-change, and escalation workflows according to the member's specific plan and TPA rules.
• Recognize and escalate chargeback threats, complaints, alleged misrepresentation, sales-call review requests, and compliance risk.
• Coordinate or complete compliant plan rewrites when appropriate and when licensing permits.
• Enter precise interaction notes, dispositions, save quality, promised follow-up, and final resolution in the CRM, E123/FirstEnroll, Slack workflow, and retention log.
• Monitor open follow-ups until resolved instead of transferring ownership and forgetting the member.
• Help coach other representatives and serve as a calm, professional role model. Required experience
• At least one year of recent health-plan customer-service, member-retention, cancellation-save, or policy-service experience.
• Direct experience with Limited Medical Benefit, MEC, fixed-indemnity, supplemental-health, or comparable U65 private plans.
• Hands-on familiarity with Multiplan, First Health, PHCS, E123/FirstEnroll, TPAs, member portals, carrier escalation, or comparable systems.
• Experience handling cancellation requests, saves, refunds, billing problems, provider/network issues, prescriptions, ID cards, claims/bills, and member complaints.
• Strong listening, de-escalation, problem ownership, documentation, follow-up, judgment, and leadership.
• Ability to explain a plan accurately without overpromising benefits or misrepresenting a network.
• Appropriate licensing is preferred for candidates who will perform rewrites or other regulated activity.
• Reliable attendance and availability for in-person work Monday through Friday, 9:00 AM-6:00 PM. Schedule and culture
• No weekends.
• Business-casual dress code.
• Friendly, professional, respectful, accountable workplace.
• Growth into department leadership, quality assurance, training, operations, and broader management responsibility.

Pay:

$900.00 - $1,750.00 per week People with a criminal record are encouraged to apply Application Question(s): How many months or years have you directly serviced or retained members enrolled in Limited Medical Benefit, MEC, fixed-indemnity, or supplemental-health plans? Define a "true save." What must happen beyond simply getting the member to stay active today? A member says, "My doctor does not take this insurance." Walk us through your exact verification and resolution process. Explain the difference between plan benefits, network repricing, and claim payment. Which systems or organizations have you worked with: Multiplan, First Health, PHCS, E123/FirstEnroll, TPAs, carrier portals, CRM, Slack, or Google Sheets? What retention, satisfaction, first-call-resolution, complaint, or follow-up metrics were you responsible for?

Work Location:

In person