Customer Experience Agent

Customer Experience Agent

At Clover Health, we are committed to providing high-quality, affordable, and easy-to-understand healthcare plans for America's seniors. We prioritize preventive care while leveraging data and technology through the Clover Assistant, a powerful tool that helps physicians make informed health recommendations. By giving doctors a holistic view of each member's complete health history, we ensure better care at a lower cost—delivering the highest value to those who need it most.

As a Customer Experience Agent, you are the first point of contact and the voice of Clover Health for our members. Your primary responsibility is to deliver exceptional, empathetic, and efficient service – turning moments of concern into moments of reassurance. This role is fundamental to building trust with our members and delivering on our promise to improve every life. This is a full-time onsite position based in Northwest Houston, TX 77379.

Call Center Hours: Our call center operates between 8:00am and 8:00pm local time. Shift schedules are on a rotating basis, and Agents should be comfortable working varying shifts – including rotating weekend coverage during our peak season to best support our members:

• Monday–Friday (April 1 – October 1)
• Monday–Sunday (October 1 – March 31)

As a Customer Experience Agent, You Will:

• Respond to inbound inquiries from our Medicare Advantage members, providing accurate, timely, and warm support.
• Navigate complex issues related to benefits, claims, enrollment, and clinical services, advocating for members' needs while collaborating with internal teams to ensure full resolution.
• Embody a customer-first mindset by actively listening to needs, de-escalating concerns, and providing personalized, compassionate support.
• Use our internal systems and tools confidently to access member information while keeping your focus on the human connection behind every interaction.
• Contribute to a culture of continuous improvement by documenting interactions and sharing feedback trends to improve both processes and experiences.
• Adhere to all operational procedures and regulatory requirements to ensure compliance and protect member information.

Success In This Role Looks Like:

• First 90 Days: You'll complete our training program and become proficient in Clover's systems, policies, and call-handling procedures – practicing how to bring empathy and reassurance to every interaction while consistently meeting your initial performance metrics.
• By Six Months: You'll be confidently handling a diverse range of inquiries with minimal supervision, exceeding expectations for call quality, efficiency, and member satisfaction – not just in speed and accuracy, but also in the genuine connections you create.
• Long-Term: You'll be recognized as a reliable, empathetic, and knowledgeable resource who members remember because of how you made them feel. You'll be a key contributor to our positive team culture and Clover's mission to deliver better healthcare.

You Should Get In Touch If:

• You have 2+ years of experience in a customer-facing role, preferably in a call center, healthcare, hospitality, or another high-touch service environment where empathy is essential.
• You are an exceptional communicator and empathetic listener, with a genuine passion for helping others.
• You are highly accountable, resilient, and thrive in a structured, fast-paced environment where performance is measured – and you see feedback as a path to growth.
• You are tech-savvy and comfortable navigating multiple computer systems and applications simultaneously, without losing sight of the human on the other side of the phone.

Benefits Overview:

• Financial Well-Being: Our commitment to attracting and retaining top talent begins with a competitive base salary and equity opportunities. Additionally, we offer a performance-based bonus program, 401k matching, and regular compensation reviews to recognize and reward exceptional contributions.
• Physical Well-Being: We prioritize the health and well-being of our employees and their families by providing comprehensive medical, dental, and vision coverage. Your health matters to us, and we invest in ensuring you have access to quality healthcare.
• Mental Well-Being: We understand the importance of mental health in fostering productivity and maintaining work-life balance. To support this, we offer initiatives such as company holidays, access to mental health resources, and a generous time-off policy.
• Professional Development: Developing internal talent is a priority for Clover. We offer learning programs, mentorship, professional development funding, and regular performance feedback and reviews.

Additional Perks:

• Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities
• Paid parental leave for all new parents
• And much more!

About Clover: We are reinventing health insurance by combining the power of data with human empathy to keep our members healthier. We believe the healthcare system is broken, so we've created custom software and analytics to empower our clinical staff to intervene and provide personalized care to the people who need it most.

We always put our members first, and our success as a team is measured by the quality of life of the people we serve. Those who work at Clover are passionate and mission-driven individuals with diverse areas of expertise, working together to solve the most complicated problem in the world: healthcare.

From Clover's inception, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different strengths, experiences, perspectives, opinions, and backgrounds, who share a passion for improving people's lives. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one's identity. All of our employee's points of view are key to our success, and inclusion is everyone's responsibility.