Open Enrollment Customer Service Representative

Onsite in Murray, UT

About the role

Help people make confident healthcare decisions. As an Open Enrollment Customer Service Representative, you’ll be a trusted resource for brokers, members, and prospective customers, helping them understand their health insurance options and select the coverage that best fits their needs.

Responsibilities

• Assist brokers with the sale and enrollment of Individual Health Plans during open enrollment.
• Educate potential and existing members on available insurance plans, rates, benefits, and coverage options.
• Guide customers through Marketplace and non-Marketplace health insurance offerings to help them make informed decisions.
• Provide professional, accurate, and compassionate service over the phone and through written communication.
• Collaborate with internal departments to ensure exceptional member experiences.
• Support fellow representatives' books of business as needed.
• Maintain confidentiality and ensure all communications comply with HIPAA and company guidelines.
• Stay informed on healthcare reform, industry regulations, and legislative changes impacting the individual insurance market.
• Update customer records and maintain accurate data within sales automation and eligibility systems.
• Meet quality standards, including maintaining a monthly phone audit score of 95% or higher.
• Complete required training and testing successfully.
• Make warm outbound calls to members and brokers regarding plan updates, policy changes, and enrollment-related information. No cold calling or aggressive sales tactics involved.

Requirements

• Strong customer service skills and a genuine desire to help others.
• Excellent listening, communication, and relationship-building abilities.
• Ability to explain complex information in an easy-to-understand manner.
• Strong attention to detail and commitment to accuracy.
• Effective problem-solving and time-management skills.
• Ability to thrive in a fast-paced, high-volume environment.
• Basic proficiency with Microsoft Office applications, internet-based systems, and data entry.

Qualifications

• Preferred: Previous experience working in a health insurance environment, insurance agency, broker office, or health insurance marketplace.
• Preferred: Customer service experience in insurance, healthcare, sales support, call center, or related industries.
• Preferred: Familiarity with Facets or similar eligibility and enrollment systems.
• Preferred: Experience assisting customers with healthcare or insurance-related products.
• Preferred: Knowledge of the Utah Individual Health Insurance Marketplace.

Success in This Role

The ideal candidate is:

• Empathetic and customer-focused
• A confident communicator
• Detail-oriented and organized
• Adaptable to changing regulations and processes
• Team-oriented and collaborative
• Professional under pressure

Benefits

If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Pay

The pay range for this position is $21.00 - $21.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Schedule

This is a contract, fully onsite position based in Salt Lake City, UT.