Remote Medicare Telesales Specialist – Customer Engagement & Enrollment Expert (Work‑From‑Home)

Why Join CVS Health – A Mission‑Driven Industry Leader

At CVS Health, we don’t just provide health‑care products and services – we bring our heart to every interaction. Our purpose, “Bringing our heart to every moment of your health,” drives a culture where empathy, innovation, and personal responsibility intersect. As a company that operates more than 9,900 retail pharmacies, a growing network of MinuteClinic locations, and a robust pharmacy‑benefits management platform, CVS Health sits at the nexus of community health, technology, and trusted service.

Our Heart at Work behaviors empower employees to be bold, collaborative, and compassionate. Whether you are a seasoned sales professional or a passionate newcomer, you will be part of a team that is shaping the future of Medicare enrollment, simplifying complex benefit structures, and delivering a truly human‑centric experience to millions of seniors across the United States.

Position Overview – Tele‑Sales with a Personal Touch

What You’ll Do Every Day

As a Remote Medicare Telesales Specialist, you will be the voice and guiding hand for prospective Medicare members. You will:

• Engage prospects via inbound and outbound phone calls, live chat, and email to assess their health‑care needs.
• Navigate the CVS Health digital ecosystem, walking callers through the website, tools, and resources that help them understand eligibility, plan options, and enrollment steps.
• Answer complex Medicare questions related to enrollment periods, coverage types (Part A, B, C, D), and supplemental plans, always referencing the most current CMS guidelines.
• Facilitate self‑enrollment by guiding members through the online process, troubleshooting technical issues, and ensuring all required documentation is collected.
• Complete phone‑based enrollments for members who prefer or require assistance, accurately entering data into the CRM and confirming that all consent and verification steps are met.
• Maintain regulatory compliance by adhering to CMS, AHIP, and carrier certification standards, documenting all interactions per audit requirements.
• Collaborate with cross‑functional teams—including compliance, benefits specialists, and marketing—to share insights, flag emerging issues, and improve the overall enrollment journey.
• Achieve performance metrics such as call volume, conversion rate, average handling time, and customer satisfaction scores, continuously seeking ways to exceed targets.

Key Responsibilities – Detailed Breakdown

Customer Interaction & Relationship Building

• Respond promptly to inbound inquiries, demonstrating empathy, active listening, and product knowledge.
• Initiate outbound outreach campaigns to qualified leads, using scripted yet conversational dialogues that reflect the CVS Health brand voice.
• Document every interaction in the CRM system, noting customer preferences, pain points, and follow‑up actions.
• Provide post‑enrollment support, answering follow‑up questions and ensuring members feel confident about their coverage.

Compliance & Certification Management

• Pass the annual AHIP certification exam and maintain all required carrier licenses.
• Stay current on CMS regulations, Medicare Advantage updates, and any changes to state‑specific enrollment rules.
• Conduct regular self‑audits and cooperate with internal compliance reviews to guarantee data integrity.

Technical Proficiency & Digital Navigation

• Demonstrate high comfort with web browsers, portals, and online enrollment tools.
• Troubleshoot common technical issues (e.g., login problems, form errors) while maintaining a calm, solution‑focused demeanor.
• Recommend website improvements based on recurring user challenges, feeding insights back to the product team.

Performance & Continuous Improvement

• Track personal KPIs through the sales dashboard and share best practices during team huddles.
• Participate in ongoing training sessions, webinars, and role‑play exercises to sharpen sales techniques and product expertise.
• Identify opportunities for upselling or cross‑selling supplemental plans when appropriate and compliant.

Essential Qualifications – What You Must Bring

• Valid license to sell healthcare plans in the states you will serve.
• Minimum two years of Medicare telesales experience, with a proven record of meeting or exceeding enrollment targets.
• Demonstrated ability to pass the AHIP certification exam annually, plus any carrier‑specific certifications required by CVS Health.
• Strong online navigation skills – comfortable guiding customers through multi‑step web processes.
• Excellent verbal and written communication skills, with an emphasis on clarity, empathy, and professionalism.
• Commitment to strict CMS compliance standards and data privacy regulations (HIPAA).
• High‑speed internet connection, a quiet home office space, and a reliable headset that meet our remote‑work criteria.

Preferred Qualifications – Nice‑to‑Have Extras

• Bilingual Spanish proficiency, enabling you to serve a broader, multicultural client base.
• Experience with CRM platforms such as Salesforce, Zendesk, or proprietary CVS Health tools.
• Knowledge of other Medicare‑related products (e.g., Medicare Part D, Medigap) and the ability to articulate differences clearly.
• Prior remote work experience, demonstrating self‑discipline, time‑management, and virtual collaboration skills.

Core Skills & Competencies – The DNA of Success

• Customer‑Centric Mindset: Ability to put the member’s needs first, delivering personalized solutions.
• Active Listening: Capture subtle cues, ask clarifying questions, and respond with tailored information.
• Persuasive Communication: Convey complex Medicare concepts in simple, compelling language.
• Attention to Detail: Accurate data entry, thorough documentation, and strict adherence to compliance checklists.
• Problem‑Solving: Quickly diagnose enrollment roadblocks and provide actionable resolutions.
• Resilience & Adaptability: Thrive in a fast‑changing regulatory environment and handle high call volumes with composure.
• Technology Fluency: Comfortable with multiple digital platforms, screen‑sharing tools, and remote‑collaboration software.

Career Growth & Learning Opportunities

CVS Health invests heavily in its people. As a Remote Medicare Telesales Specialist, you will have access to a robust learning ecosystem that includes:

• Professional Development Courses: Free enrollment in the CVS Health Learning Academy covering topics from advanced sales techniques to regulatory updates.
• Certification Sponsorship: Company‑paid fees for AHIP renewal and optional specialty certifications.
• Mentorship Programs: Pairing with senior enrollment managers who can guide you toward leadership roles.
• Career Pathways: Opportunities to advance into Team Lead, Operations Supervisor, Compliance Analyst, or even Product Management positions within the Medicare business unit.
• Cross‑Functional Projects: Participate in initiatives that shape digital enrollment solutions, giving you exposure to tech, UX, and data‑analytics teams.

Work Environment & Company Culture

Even though you’ll be working from home, you’ll never feel isolated. CVS Health cultivates a vibrant, inclusive culture that emphasizes:

• Community Impact: Our “Heart at Work” programs encourage employees to volunteer in local health‑care initiatives and senior‑focused outreach.
• Recognition & Rewards: Monthly recognition awards, peer‑to‑peer shout‑outs, and a performance‑based bonus structure.
• Flexibility: Flexible scheduling options to accommodate work‑life balance while still meeting peak call‑center demands.
• Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve, with employee resource groups (ERGs) for veterans, LGBTQ+, and bilingual staff.
• Technology‑Enabled Collaboration: Access to Teams, Slack, and virtual conference rooms for daily huddles, training, and social events.

Compensation, Perks & Benefits – What We Offer

We believe that great work deserves great rewards. While exact compensation will be tailored to your experience, the package includes:

• Base Salary: Competitive hourly rate ranging from $15.00 to $24.23 (or equivalent annual salary), commensurate with experience, location, and performance.
• Performance Bonuses: Incentive payouts tied to enrollment volume, conversion rates, and customer satisfaction metrics.
• Comprehensive Health Suite: Medical, dental, and vision coverage with multiple plan options for you and your dependents.
• Retirement Savings: 401(k) plan with company match, plus an Employee Stock Purchase Plan (ESPP).
• Life & Disability Insurance: Fully‑paid term life coverage and short‑term / long‑term disability protection.
• Well‑Being Programs: Access to mental‑health resources, fitness discounts, and wellness challenges.
• Education Assistance: Tuition reimbursement for approved courses, certifications, and degree programs.
• Employee Discounts: Savings on CVS pharmacy purchases, retail items, and partner‑brand discounts.
• Paid Time Off: Generous PTO accrual, paid holidays, and sick leave in accordance with state law and company policy.

Application Timeline & Next Steps

Ready to bring your expertise, compassion, and sales acumen to a purpose‑driven organization? The application window closes on October 30, 2024. Qualified candidates, regardless of arrest or conviction history, will be considered in line with all applicable federal, state, and local regulations.

How to Apply

If this role resonates with your career aspirations, click the link below to submit your resume, cover letter, and any relevant certifications. We look forward to meeting the next member of our winning team.

Apply Now – Join CVS Health’s Remote Medicare Telesales Force

Final Word – Your Impact Starts Here

At CVS Health, every conversation you have can change a senior’s health journey. By guiding members through the Medicare enrollment maze, you empower them to access the care they deserve, reduce financial uncertainty, and improve quality of life. Join us, bring your heart to the role, and become part of a legacy of caring, innovation, and excellence.