Employee Experience Specialist – TEMP

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

📋 Description

• Provide support and troubleshooting for the HR admin platform.

• Assist with managing census data and addressing inquiries.

• Support the usage and navigation of the enrollment dashboard.

• Address inquiries related to funding and invoices.

• Efficiently manage and resolve Zendesk tickets.

• Handle employee situations and general inquiries about benefits.

• Assist employees with their benefits-related questions.

• Research carrier databases to find in-network providers.

• Investigate carrier formularies for covered medications.

• Provide information about general plans and explain benefits.

• Participate in joint calls with insurance carriers to address member issues.

• Work directly with insurance carrier representatives to tackle complex member escalations.

• Assist employees in shopping for and comparing plans.

• Offer navigation assistance for the platform to employees.

• Resolve issues related to member portal access.

• Help interpret communications from carriers.

• Process support requests for Qualifying Life Events (QLE).

• Assist with enrollment for new hires.

• Thoroughly document interactions in Zendesk.

• Identify and escalate recurring patterns and systemic issues.

• Provide feedback regarding product friction and carrier performance.

• Contribute to the development of the knowledge base and self-service resources.

• Engage in continuous improvement initiatives.

⛳️ Requirements

• A high school diploma is required; an Associate's or Bachelor's degree is preferred.

• 1–3 years of experience in customer service, ideally within healthcare, employee benefits, or health insurance.

• Experience in a call center or help desk environment is preferred.

• Proven experience working directly with health insurance carriers to resolve complex member escalations, including issues related to eligibility, enrollment, billing, claims, provider networks, and coverage.

• Experience with a health insurance carrier is advantageous.

• Bilingual proficiency in English and Spanish is strongly preferred.

🏝️ Benefits

• Comprehensive health insurance options.

• Opportunities for professional development and training.

• Flexible working hours and remote work options.

• A supportive work environment that encourages collaboration.