Licensed Employee Experience Specialist – TEMP

📋 Description

• Provide support and troubleshooting for HR admin platforms.

• Assist with managing census data and addressing inquiries.

• Support the usage and navigation of the enrollment dashboard.

• Address questions regarding funding and invoices.

• Manage support requests from the broker portal.

• Perform initial triage for Tier 1 escalations.

• Efficiently manage and resolve tickets in Zendesk.

• Address complex employee situations that require licensure.

• Conduct assessments for Medicare eligibility.

• Facilitate consultations for high utilizers.

• Provide counseling for Medicare in compliance-sensitive situations.

• Assist employees with inquiries about specialized benefits.

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

• Investigate carrier formularies to identify covered medications.

• Help employees with shopping and comparison of plans.

• Provide troubleshooting and support during the enrollment process.

• Resolve access issues related to carrier portals.

• Aid in interpreting communications from carriers.

• Process requests for Qualifying Life Events (QLE).

• Assist with enrollment for new hires.

• Thoroughly document all interactions in Zendesk.

• Identify and escalate recurring patterns and systemic issues.

• Offer feedback on product challenges and carrier performance.

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

• Engage in team training and initiatives for continuous improvement.

⛳️ Requirements

• High school diploma is mandatory; an Associate's or Bachelor's degree is preferred.

• 1-3 years of experience in customer service, ideally in 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.

• Exceptional verbal and written communication skills are essential.

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

• Ability to think critically and troubleshoot effectively.

• Capacity to manage multiple conversations and priorities simultaneously.

• Maintain composure and professionalism under pressure.

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

• Proficient with Zendesk or comparable ticketing systems.

• Comfortable using multiple software platforms at the same time.

• Strong typing and data entry capabilities.

• A basic understanding of health insurance and benefits concepts.

🏝️ Benefits

• 100% remote position aligned with US Pacific Time.