[Remote] Licensed Employee Experience Specialist (TEMP)

Note: The job is a remote job and is open to candidates in USA. SureCo is dedicated to providing exceptional healthcare solutions that enhance the well-being of customers. They are seeking a Licensed Employee Experience Specialist to provide first-line support to HR administrators, employees, and brokers, focusing on resolution quality and trend detection in customer interactions.

Responsibilities

• 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

Skills

• High school diploma required; Associate's or Bachelor's degree preferred
• 1-3 years of customer service experience, preferably in healthcare or benefits
• For Employee Experience roles: Active health insurance license required
• Communication: Excellent verbal and written communication skills
• Empathy: Genuine care for helping customers resolve issues
• Problem Solving: Ability to think critically and troubleshoot
• Multi-tasking: Can manage multiple conversations and priorities
• Patience: Remains calm and professional under pressure
• Learning Agility: 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
• Associate's or Bachelor's degree
• Call center or help desk experience

Benefits

• This is a 100% remote position (aligned with US Pacific Time)
• Temporary Assignment: Duration 6 months, Hours: Monday - Friday 7AM-5PM PT

Company Overview