GetInsured

Customer Support

• Inbound/Outbound Calls
• Deliver the highest level of customer service experience consistently
• Manage customer accounts and provide technical support
• Application Data Entry
• Online chat inquiries as assigned
• Interpret and follow defined procedures and policies
• Creative problem-solving skills
• Flexibility and adaptability to changing projects and updates
• Time and task management (multitasking and task prioritization)
• Extensive self-study, training, and testing are required; eligibility to proceed through training and certifications is dependent upon passing required exams
• Adhere to regulated guidelines for communications via all channels

Customer Service Representative

Call Center Representative

• Develop and execute the design and deployment of a comprehensive remote training strategy including onboarding, systems usage, modeling and coaching soft skills, complex case handling, documentation, compliance, and escalations
• Oversee the design and continual update of all ACA-related training content, including eligibility, enrollment, appeals, special enrollment periods (SEPs), premium tax credits, and state marketplace navigation
• Ensure remote learning is engaging, practical, and scalable—leveraging tools like Zoom, Teams, LMS platforms, and virtual labs
• Oversee real-time new hire support and post-training interventions that drive performance enhancements to Average Handle Time, First Call Resolution, Customer Satisfaction Ratings and accurate service delivery metrics
• Ensure training content adheres to accessibility standards and accommodates diverse learning styles
• Manage and mentor a team of training specialists, instructional designers, and facilitators
• Provide coaching and performance evaluations to ensure team effectiveness
• Collaborate with leadership to develop a long-term vision and strategic roadmap for training at scale, aligning training initiatives with organizational goals and marketplace changes
• Drive change management efforts during periods of rapid policy or platform shifts, ensuring timely training readiness and stakeholder alignment
• Champion a culture of continuous improvement, feedback-informed design, and cross-functional accountability
• Represent the training function in executive discussions and with client partners as needed to ensure quality and consistency in service delivery
• Serve as the primary training liaison to Product, Platform, and Implementation teams to stay ahead of system updates, new features, and automation changes
• Translate technical changes (AI, IVA, IVR, RPA, Agent Assist) into digestible training content with real-world application for CSRs
• Ensure every release, whether involving scripting tool decision trees (Yonyx), platform enhancements, or backend logic, has a corresponding training or job aid in place
• Regularly review QA dashboards, scorecards and performance trends in partnership with QA leads to proactively identify training interventions
• Participate in state-specific readiness planning to align training needs to client expectations
• Lead train-the-trainer efforts and knowledge transfer across departments
• Lead the design and delivery of blended learning solutions (e-learning, instructor-led, virtual, microlearning)
• Own the lifecycle of training content, build, audit, sunset, and evolve materials based on business need
• Establish training KPIs tied to operational performance (QA scores, First Call Resolution, complaints, AHT, escalation rates)
• Foster a knowledge-first culture: real-time coaching, tight documentation, and feedback-informed updates
• Ensure training materials are current, impactful, and adaptable; Built for real-world application and quick iteration in response to evolving business, technology, or policy demands

Senior Training and Performance Excellence Manager – Contact Center

Backend Engineer

• Design, develop, and maintain Java-based applications
• Implement/maintain web services using REST/SOAP protocols
• Write efficient SQL queries and work with relational databases
• Collaborate with cross-functional teams to define, design, and ship new features

Java Developer

• Lead the design, delivery, and continuous improvement of training programs for a high-performing contact center
• Develop and execute the design and deployment of a comprehensive remote training strategy
• Oversee the design and continual update of all ACA-related training content
• Ensure remote learning is engaging, practical, and scalable
• Manage and mentor a team of training specialists, instructional designers, and facilitators

Spanish Bilingual Customer Service Representative

• Lead the design, delivery, and continuous improvement of training programs for a high-performing contact center
• Ensure all customer service representatives (CSRs), team leaders, and support staff are equipped with the knowledge, skills, and tools needed to deliver accurate, compliant, and empathetic service
• Oversee the design and continual update of all ACA-related training content
• Manage and mentor a team of training specialists, instructional designers, and facilitators
• Represent the training function in executive discussions and with client partners as needed to ensure quality and consistency in service delivery

• Develop and nurture strong relationships with clients, acting as the primary contact
• Monthly Review of client SLAs and operational achievements with Clients
• Analyze performance metrics and service level agreements on a monthly basis to track key metrics, identifying trends, and reporting on customer satisfaction and success to inform business decisions
• Propose corrective actions and process improvements based on data analysis
• Collaborate with internal stakeholders to align service targets with business objectives
• Emphasize a high-level perspective, identifying broader trends and proposing holistic interventions to continuously elevate overall service quality
• Maintain clear and consistent communication with clients about performance metrics and outcomes
• Ongoing Process Evaluation (Quarterly)
• Review and understand Quality Assurance (QA) frameworks to maintain high standards of service delivery and provide clients with the necessary insight
• Work with internal operations team to review customer interactions for effectiveness and adherence to best practices
• Serve as client advocate and identify areas for efficiency gains and structural improvement in operational workflows
• Expansion of process reviews to include a broader evaluation of the overall customer experience, customer sentiment, and transition from reactive to proactive support
• Identify and advocate opportunities for automation and AI in collaboration with clients and internal teams
• Partner with cross-functional teams to communicate with clients regarding the implementation of new systems
• Serve as the primary escalation point for any operational issues within the call center

Customer Service Representative

Senior Training and Performance Excellence Manager – Contact Center

Java Developer

Senior Training and Performance Excellence Manager – Contact Center

Spanish Bilingual Customer Service Representative

Senior Training and Performance Excellence Manager – Contact Center

Contact Center Client Services Manager