Health Benefits Support Specialist (Call Center)

Western Growers; United States; À distance; USD 38 625 - 50 874; Plein temps

Avantages offerts par ce poste

Profit sharing

Résumé du poste

Western Growers is seeking a Customer Service and Technical Support specialist to assist Covered California Certified Insurance Agents and Enrollment Counselors. You will handle inbound calls and online inquiries, becoming a subject‑matter expert in HBEX and HealthCare.gov, while maintaining professional, discreet interactions with agents and agency contacts.

The role emphasizes outstanding communication, adaptability in a changing environment, and a commitment to meeting service metrics.

Qualifications

• High School diploma or GED with 1-3 years of customer service experience, preferably in a technical support role within a call center environment.
• Excellent communication, time‑management, and team‑building skills.
• Proficiency in Microsoft products, including Word, Teams, and Outlook.
• Ability to learn new software and navigate multiple systems simultaneously; strong knowledge of Customer Relationship Management (CRM) software.
• Basic computer and keyboarding skills.
• Ability to adapt to a constantly changing environment.
• Knowledge of government regulations, federal, state, and local health benefit programs is preferred.
• Strong written and verbal communication skills, including a clear, concise speaking voice and active listening.
• Bilingual in Spanish, Chinese, Korean, or Vietnamese is a plus.

Responsabilités

• Manage inbound calls in a timely and professional manner, addressing customer inquiries and resolving issues.
• Build and maintain relationships with agents, certified enrollment counselors, and federal and state agency contacts.
• Become a subject‑matter expert in HBEX, State‑Provided Programs, and HealthCare.gov.
• Represent the agent by displaying professionalism, knowledge, and discretion in all interactions.
• Enhance the customer experience by continuously seeking ways to improve it.
• Maintain composure, manage emotions, and avoid aggressive behavior even in difficult situations.
• Adhere to the call‑center quality guidelines to ensure the best phone support for callers.
• Stay adaptable in a constantly changing environment.
• Provide telephonic and web‑based outreach to assist with all aspects of the application process within the Covered California systems from sign‑up to termination.
• Meet and maintain all department service metrics and performance objectives.
• Contribute to meeting contractual obligations with Covered California.
• Demonstrate skills in time management and team building.
• Thoroughly document information, activities, and changes in the database for accurate tracking and analysis.
• Be pleasant with colleagues and display a cooperative, good‑natured attitude.
• Be reliable, responsible, and dependable.
• Utilize all capabilities to enhance the competitiveness and profitability of our members by being curious, understanding others' goals, planning, and executing work helpfully and collaboratively.
• Maintain internet speed of 40MB download and 10MB upload and a router with wired Ethernet.
• Maintain a HIPAA‑compliant workstation and use appropriate security techniques to protect confidential data.
• Maintain and service safety equipment such as a smoke detector, fire extinguisher, and first aid kit.
• Perform all other duties as assigned.

Connaissances

Communication skills

Time management

Teamwork

Adaptability

Written and verbal communication

Formation

High School diploma or GED

Outils

Microsoft Word

Microsoft Teams

Microsoft Outlook

CRM software

Typing speed/keyboard skills

Description du poste

Western Growers is seeking a Customer Service and Technical Support specialist to assist Covered California Certified Insurance Agents and Enrollment Counselors. You will handle inbound calls and online inquiries, becoming a subject‑matter expert in HBEX and HealthCare.gov, while maintaining professional, discreet interactions with agents and agency contacts.

The role emphasizes outstanding communication, adaptability in a changing environment, and a commitment to meeting service metrics.