CDH Engagement Specialist

Location: Remote • Employment Type: Full-time

About the role

The Engagement Specialist is an integral part of our customer support team, working directly with our members. This role ensures the highest level of customer satisfaction through timely, empathetic communication and delivery of accurate solutions.

Responsibilities

• Bring fresh ideas to the table—we’re all about innovation and continuous improvement.
• Collaborate with cross-functional teams (we love a good brainstorm).
• Deliver stellar customer service to all Consumer Driven Healthcare (CDH) members and plan participants
• Interact directly with members through our ticketing solution to answer all inquiries in a timely manner
• Responsible for providing professional and empathetic phone support
• Review, evaluate, adjust and process claims received from employees and various insurance companies including FSA, HRA, and qualified commuter benefits
• Consistently meet and exceed Service Level Agreements (SLAs) for claim processing accuracy and volume, and for call quality
• Identify issues or inefficiencies and follow escalation path for resolution
• Responsible for timely and effective member support, problem resolution and pro-active follow-up

Requirements

• A drive to innovate in employee benefits and make complex processes feel effortless.
• A team‑first attitude—we thrive when we collaborate.
• Accountability – you set clear expectations and you follow through
• 1‑3 years’ experience as a claims adjuster, customer service, phone support or similar field