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Licensed Employee Experience Specialist – TEMP
SureCoCustomer Service Representative providing first-line support to HR administrators and employees in the healthcare sector. Focuses on resolution quality and customer interactions.
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- High school diploma required; Associate's or Bachelor's degree preferred
- 1-3 years of customer service experience, preferably in healthcare or benefits
- Active health insurance license required for Employee Experience roles
- Call center or help desk experience preferred
- Excellent verbal and written communication skills
- Genuine care for helping customers resolve issues
- Ability to think critically and troubleshoot
- Can manage multiple conversations and priorities
- Remains calm and professional under pressure
- 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
Benefits
Comp & perks- 100% remote position aligned with US Pacific Time
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer servicetroubleshootingdata entryMedicare eligibility assessmentscompliance-sensitive counselingQualifying Life Event (QLE) supportenrollment supportissue resolutioncensus managementcarrier research
Soft Skills
verbal communicationwritten communicationcritical thinkingmultitaskingcalm under pressurecustomer careproblem-solvingteam collaborationadaptabilitycontinuous improvement
Certifications
health insurance license