Licensed 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 responding to related inquiries.

• Aid in the navigation and usage of the enrollment dashboard.

• Address inquiries regarding funding and invoices.

• Manage requests for support from the broker portal.

• Conduct Tier 1 escalation triage.

• Efficiently manage and resolve Zendesk tickets.

• Address complex employee situations that require licensure.

• Perform assessments for Medicare eligibility.

• Conduct consultations for high utilizers.

• Provide Medicare counseling that adheres to compliance standards.

• Assist employees with questions regarding specialized benefits.

• Research the carrier database to find in-network providers.

• Investigate carrier formularies for covered medications.

• Help employees with plan comparison and shopping.

• Offer troubleshooting and support for enrollment issues.

• Resolve access issues related to carrier portals.

• 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 patterns and systemic issues.

• Provide feedback on product challenges and carrier performance.

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

• Participate in team training and initiatives for continuous improvement.

⛳️ 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 or benefits.

• An active health insurance license is required for roles in Employee Experience.

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

• Excellent verbal and written communication skills are essential.

• A sincere desire to assist customers in resolving their issues.

• Ability to think critically and troubleshoot effectively.

• Capable of managing multiple conversations and priorities simultaneously.

• Maintains composure and professionalism under pressure.

• Quick to grasp new products, processes, and systems.

• Proficient in using Zendesk or similar ticketing systems.

• Comfortable navigating several software platforms at once.

• Strong typing and data entry abilities.

• Basic understanding of health insurance and benefits concepts is beneficial.

🏝️ Benefits

• This is a 100% remote position aligned with US Pacific Time.