Admin Support Tier I Associate

Job Description

JOB DETAILS

REQUIREMENTS

• 2 years+ of experience in work areas adjacent to support
• Strong time management and organizational skills
• Experience in health insurance or a related field preferred
• Comfortable with remote work and modern web applications
• Bilingual in Spanish and English is a plus
• Ability to handle stressful situations with patience and resilience
• Adaptable to changing policies, procedures, and technology
• Outstanding communication skills in-person, over the phone, in writing, via email, chat, carrier pigeon, etc.
• Unparalleled attention to detail. You love getting into the weeds to get things done.
• Gritty. You’re willing to jump into any of the team’s work and support. We’re a small team and sometimes when a few of us are out, we all need to help fill in for each other.
• You are mission-driven. You care about making our healthcare system work better for people and business owners.
• You ask questions from a place of genuine curiosity and humility.
• You assume positive intent and meet your teammates with compassionate candor to solve problems together.
• You remain flexible, resilient, and foster a culture of continuous learning even in the face of hardship.
• You bring a bias for action paired with intelligent risk-taking.
• You follow through on your commitments and foster trust with your colleagues

RESPONSIBILITIES

• Provide accurate assistance to support the administrative needs of Brokers and Admins across phone and email.
• Assist with the administrative side of onboarding and system needs for new and renewing our client’s plans.
• Address and resolve complaints or problems, such as billing discrepancies and coverage denials.
• Issue management and tracking updates on progress
• Excellent note taking and organization – Maintain detailed records of client interactions, inquiries, complaints, and resolutions.
• Educate brokers and plan administrators on compliance requirements and contractual obligations of the plan sponsor
• Assist brokers and plan administrators with navigating their online portal, accessing digital resources, and resolving administrative, technical, and legal issues.
• Ensure compliance with HIPAA policies regarding the protection of customer information.
• Re-route tickets accordingly and collaborate with departments like Claims, Care Teams, and Network Operations to resolve customer issues.
• Meet or exceed performance metrics such as response time, resolution time, customer satisfaction scores, and quality standards.
• Provide internal feedback on Product issues and safeguard the user experience.

Are you interested in this position?

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