About the role
As a foundational Broker Operations Specialist, you'll play a pivotal role in assisting clients with selecting the right health insurance plans, ensuring they navigate their options confidently and efficiently, and working with carriers to mitigate issues during and after enrollment. This position offers a unique opportunity for a knowledgeable professional to shape the broker support function and establish best practices for future growth. Your expertise will be instrumental in driving client satisfaction and contributing to the success of the company’s health insurance offerings.
What you'll do
Assist individuals and businesses in evaluating and selecting health insurance plans. You will provide expert knowledge on plan benefits, coverage options, and regulatory considerations, empowering clients to make informed choices
Support clients during Open Enrollment and qualifying life events, addressing questions and ensuring a smooth enrollment experience
Act as a liaison between clients and insurance carriers, resolving coverage issues, claims disputes, and other escalated concerns
Conduct regular check-ins with clients to assess their satisfaction, provide updates on plan changes, and identify opportunities for additional support
Guide clients through the renewal process, helping them evaluate their options and secure continued coverage
Work closely with sales, compliance, and carrier partners to streamline processes, enhance customer experience, and contribute to product improvements
Background we're looking for
You have an active broker health insurance license
3–5 years of demonstrated success in customer success, account management, or similar customer-facing roles, with substantial experience in the healthcare or insurance sectors
You deeply care about the customer experience. You have an exceptional ability to build relationships, communicate effectively, and solve problems collaboratively, ensuring customer needs are met with precision and care
Proven capability to manage multiple accounts and projects in a dynamic, fast-paced environment, maintaining a high level of organization and attention to detail
A proactive, optimistic, growth-minded approach, complemented by the resilience to thrive in a fast-paced and evolving workplace
Ability to effectively communicate and work with both technical and non-technical teams
Experience we’d be particularly excited about
Hands-on experience managing critical periods such as Open Enrollment, ensuring customers have a smooth and successful start with the company’s platform
A proven track record in identifying and executing upsell opportunities within a technology or digital solutions context, driving mutual growth and success
Excitement about technical concepts, great analytical skills, and comfort explaining technical concepts to a range of audiences
Someone with a high motor and a chip on their shoulder — we love people who are not afraid to do the dirty work, but also can envision a better world with greater efficiency