Customer Experience Solutions Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in the administration and enhancement of customer experience solutions and digital engagement platforms.

• Evaluate member feedback, customer experience trends, and escalation patterns to uncover areas for improvement.

• Collaborate with vendors and internal stakeholders on system upgrades, integrations, and issue resolution.

• Engage in the implementation and adoption processes for new products, services, and customer experience initiatives.

• Document workflows, business requirements, and operational procedures accurately.

• Monitor the performance of solutions and suggest process enhancements.

• Work alongside Customer Service, Claims, Provider Maintenance, Client Services, Informatics, and Technology teams to boost outcomes.

• Assist with reporting, metrics, voice-of-customer programs, and client-facing deliverables.

• Support strategic initiatives related to member experience, digital tools, and operational efficiency.

⛳️ Requirements

• Experience in health plan administration, customer service operations, benefits administration, healthcare operations, or customer experience management.

• Strong analytical, communication, and project coordination abilities.

• Familiarity with customer experience platforms, vendor solutions, and operational workflows.

• Proficient in Microsoft 365 applications, reporting tools, and business process documentation.

• Capability to manage multiple projects and collaborate effectively across departments.

🏝️ Benefits

• Excellent medical, dental, and vision insurance.

• Biannual employer HSA contributions, covering 50% of the HDHP plan’s annual deductible.

• Company provided Basic Life and AD&D insurance.

• Company paid Short-Term and Long-Term Disability benefits.

• Flexible Spending Accounts.

• 401(k) Retirement Plan with up to a 6% employer match.

• 100% fully vested after 3 years.

• More than 10 paid holidays.

• Fully Paid half-day Summer Fridays.

• Generous paid vacation and sick leave.

• Annual Paid Volunteer Day.

• Annual Tuition Reimbursement.

• Annual Health and Wellness Reimbursement.

• Enjoyable company events.