Note: The job is a remote job and is open to candidates in USA. When is a US-based, venture-backed company that has built a novel AI-driven health insurance marketplace and post-employment platform. The Insurance Support Specialist will be the first point of contact for individuals transitioning to individual health coverage, managing inquiries and assisting users with platform navigation without providing insurance advice.
Responsibilities
- Answer inbound phone, chat, and email contacts from individuals who are losing employer-sponsored health coverage
- Conduct initial intake: verify identity, ensure user account is created and household details are entered into user’s account
- Encourage users to explore the platform on their own and minimize escalations to licensed agents
- Execute warm transfers to licensed agents if situation warrants, providing a concise verbal summary of the contact
- Manage email and chat queues, responding to routine inquiries and escalating as appropriate
- Schedule callbacks for individuals who request an agent or cannot be connected to an agent immediately
- Accurately log all contact activity and documentation in Zendesk
- Meet productivity, quality, and response time targets
- Communicate clearly and empathetically — many contacts will be anxious about losing coverage
Skills
- Minimum 1 year of experience in a customer service, call center, or administrative support role
- Prior experience in a healthcare, insurance, or benefits administration environment
- Familiarity with ACA, Medicare, or employer benefits terminology
- Excellent verbal and written communication skills
- Ability to navigate multiple software platforms simultaneously (CRM, chat tools, telephony)
- Strong attention to detail and accurate data entry
- Comfortable working in a fast-paced, high-volume environment
- Ability to work independently and manage time effectively in a remote setting
- Reliable high-speed internet connection and a quiet, dedicated workspace
- Experience with warm transfer protocols in a contact center setting
- Bilingual (English/Spanish) a plus
Company Overview
When is a comprehensive, AI-driven technology platform and healthcare severance solution that provides unparalleled support for employees navigating offboarding, life changes, and the complex health insurance market, all while saving your company time and money. It was founded in 2020, and is headquartered in Highwood, Illinois, USA, with a workforce of 11-50 employees. Its website is https://www.forwhen.com.