[Remote] Licensed Employee Experience Specialist (TEMP)
Note: The job is a remote job and is open to candidates in USA. SureCo is dedicated to providing exceptional healthcare solutions that enhance the well-being of customers. They are seeking a Licensed Employee Experience Specialist to provide first-line support to HR administrators, employees, and brokers, focusing on resolution quality and trend detection in customer interactions.
Responsibilities
- Provide HR admin platform support and troubleshooting
- Assist with census management and data questions
- Support enrollment dashboard usage and navigation
- Handle funding and invoice inquiries
- Manage broker portal support requests
- Perform Tier 1 escalation triage
- Manage and resolve Zendesk tickets efficiently
- Handle complex employee situations requiring licensure
- Conduct Medicare eligibility assessments
- Conduct high utilizer consultations
- Deliver compliance-sensitive Medicare counseling
- Support employees with specialized benefits questions
- Research carrier database for in-network providers
- Research carrier formularies for covered medications
- Assist employees with shopping and plan comparison
- Provide enrollment troubleshooting and support
- Resolve carrier portal access issues
- Help interpret carrier communications
- Process Qualifying Life Event (QLE) support requests
- Support new hire enrollment assistance
- Document interactions thoroughly in Zendesk
- Identify and escalate patterns and systemic issues
- Provide feedback on product friction and carrier performance
- Contribute to knowledge base and self-service resources
- Participate in team training and continuous improvement initiatives
Skills
- High school diploma required; Associate's or Bachelor's degree preferred
- 1-3 years of customer service experience, preferably in healthcare or benefits
- For Employee Experience roles: Active health insurance license required
- Communication: Excellent verbal and written communication skills
- Empathy: Genuine care for helping customers resolve issues
- Problem Solving: Ability to think critically and troubleshoot
- Multi-tasking: Can manage multiple conversations and priorities
- Patience: Remains calm and professional under pressure
- Learning Agility: Quick to learn new products, processes, and systems
- Proficiency with Zendesk or similar ticketing systems
- Comfortable navigating multiple software platforms simultaneously
- Strong typing and data entry skills
- Basic understanding of health insurance and benefits concepts
- Associate's or Bachelor's degree
- Call center or help desk experience
Benefits
- This is a 100% remote position (aligned with US Pacific Time)
- Temporary Assignment: Duration 6 months, Hours: Monday - Friday 7AM-5PM PT
Company Overview