What are the responsibilities and job description for the Medicare Member Engagement Representative position at Encode Inc?
Job Title: Medicare Member Engagement Representative (Seasonal)
Location: Akron, Ohio (SUMMA CARE)
Department: Medicare Member Engagement Specialist
Start Date: 12/22/2025
End Date: 03/28/2026
Shift: 8:00 AM – 5:30 PM
Job Type: Long-Term Assignment
Position Summary
The Medicare Member Engagement Representative is responsible for assisting Medicare Advantage members with plan changes, retention support, and outreach during the enrollment period. This role involves high-volume phone interaction, documentation, and engagement with at-risk members to promote continued enrollment. The representative must follow CMS rules and comply with all regulatory guidelines.
Key Responsibilities
- Complete Medicare Advantage plan changes using an approved script.
- Document all member interactions accurately and timely.
- Conduct outreach to members at risk of disenrollment and support retention efforts.
- Assist with tracking, follow-up, and administrative tasks related to plan changes.
- Provide plan benefit information to individuals or groups as needed.
- Follow CMS compliance, marketing, and regulatory guidelines at all times.
- Manage multiple systems including MACESS, Salesforce CRM, Plan Central, and internal databases.
- Make outbound calls regarding plan or network updates.
- Ensure clear communication to help members understand their plan options.
- Perform additional administrative duties assigned by management.
Minimum Qualifications
Education:
- High school diploma or GED required
- Associate’s or Bachelor’s degree preferred
Experience:
- 1 year in call center/customer service/health insurance support
- Experience with Medicare beneficiaries preferred
- 2 years in the health insurance industry strongly preferred
Skills & Competencies:
- Knowledge of CMS rules for Medicare Advantage plans
- Ability to pass SummaCare plan/product training with ≥90% score
- Strong communication, phone etiquette, and customer service skills
- Ability to multi-task across multiple systems while engaging members
- Strong critical thinking, listening, and time-management skills
- Ability to manage moderate-stress environments and multitask effectively
- Ability to travel locally during workday if required
- Typing speed minimum: 25 WPM
Unit Requirements
- Must take and pass typing assessment (25 WPM)
- Must maintain compliance with all Medicare marketing regulations
- Ability to communicate clearly to support plan selection and enrollment
- Support administrative tracking of plan-change requests
Pay: $18.00 - $20.00 per hour
Expected hours: 40 per week
Application Question(s):
- Typing speed minimum: 25 WPM
Education:
- High school or equivalent (Required)
Experience:
- call center: 1 year (Preferred)
- customer service: 1 year (Preferred)
- health insurance support: 1 year (Required)
- health insurance: 3 years (Preferred)
Shift availability:
- Day Shift (Required)
Work Location: In person
Salary : $18 - $20
