Medicare Retention Representative - Remote

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TYPE OF WORK

Full Time

SALARY

N/A

HOURS PER WEEK

40

DATE UPDATED

Jul 15, 2026

JOB OVERVIEW

About the Role

Davis Capital and Insurance's Member Experience Team is looking for a Retention Representative to help us take care of our Medicare members — the people we've already enrolled and are committed to keeping happy, informed, and retained. This is a phone-based, member-facing role focused on outreach, follow-up, and light problem-solving for members enrolled in MAPD, D-SNP, and Ancillary insurance plans.

You won't be selling. You'll be the warm, reassuring voice that checks in on our members, resolves simple concerns, and routes anything that needs a licensed specialist's attention. Think of yourself as the front line of member care — friendly, patient, and detail-oriented.

What You'll Do


Make and receive outbound/inbound calls to current Medicare members as part of scheduled retention campaigns
Follow structured call scripts and scenario guides for different member situations (active client check-ins, missed appointments, save attempts, etc.)
Document every call accurately and promptly in ONYX, our CRM and system of record
Identify members who need escalation to a licensed Retention Specialist, and hand off smoothly using established protocols
Support SMS outreach follow-ups tied to retention campaigns
Help meet team KPIs, including First Call Resolution targets
Communicate with an older, senior-aged member base — this means speaking clearly, patiently, and warmly, and avoiding insurance jargon
Maintain strict confidentiality of member health and personal information


What We're Looking For


No prior experience required — we will train you on our systems, scripts, and processes
Excellent spoken and written English communication skills
A warm, patient, and genuinely caring phone manner — you'll mostly be talking with seniors
Comfortable following structured scripts while still sounding natural and human
Basic computer literacy and comfort navigating a CRM system (ONYX training provided)
Reliable high-speed internet, a quiet home office setup, and a headset with noise cancellation
Available to work US Day Shift hours (EST or PST)
Detail-oriented — accurate call documentation matters a lot in this role


Nice to Have (Not Required)


Any prior call center, customer service, or BPO experience
Familiarity with US healthcare or insurance terminology
Experience working with senior or elderly customers


Why Join Davis Capital and Insurance


Be part of a growing, fully remote Member Experience Team
Clear scripts, scorecards, and structured processes — you're never guessing what to say or do
Path to grow within retention operations as the team scales toward our next open enrollment season
A role with real purpose — helping seniors stay confidently covered on their healthcare plans
.

To Apply, Send Us:
1. Your resume
2. A short voice intro (1–2 min, ---------- ) — tell us about yourself and why you're a strong fit for this role
3. A quick internet speed test screenshot (Speedtest.net or ---------- )
4. Your current city

SKILL REQUIREMENT
English Speaking Customer Service Technology Proficiency
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