SHIBA Resource and Referral Specialist (Insurance Technician 3)

About the role

The Office of the Insurance Commissioner (OIC) seeks qualified individuals for the SHIBA Resource and Referral Specialist (Insurance Technician 3) position. This role is within the Statewide Health Insurance Benefits Advisor (SHIBA) – Consumer Protection Division and is based out of our Tumwater Office. We are an employer of choice!

This recruitment may be used to establish a qualified pool of candidates for Insurance Technician 3 vacancies in the next sixty days. This is a Washington General Service position.

Responsibilities

• Respond to consumer inquiries received through hotlines, walk-ins, email, and other communication channels, ensuring timely and accurate assistance.
• Provide consultation and guidance to Medicare beneficiaries, consumers, families, and community partners regarding Medicare, Medicare Advantage, Medigap plans, prescription drug coverage, and available cost-saving programs.
• Aid consumers with applications and enrollment in Medicare Savings Programs, Low-Income Extra Help, and other financial assistance programs.
• Research, analyze, and resolve complex insurance-related issues by interpreting regulations, policies, and procedures and recommending appropriate actions.
• Document consumer interactions, inquiries, and case resolutions in agency databases and tracking systems.
• Collaborate with SHIBA staff, volunteers, and community partners to address consumer concerns and provide follow-up support on complex cases.
• Refer consumers to appropriate internal units, external agencies, or community resources when additional assistance is needed.
• Support public outreach and education efforts by assisting with presentations, community events, and distribution of consumer information.
• Maintain current knowledge of Medicare, insurance programs, consumer protection issues, and SHIBA policies and procedures through ongoing training and professional development.
• Identify opportunities to improve program processes, workflows, and consumer services and provide recommendations to leadership.
• Participate in cross-functional teams, special projects, and division initiatives to support agency goals and strategic priorities.
• Provide language access services or accommodation when certified and assigned in accordance with agency policies.
• Perform administrative, clerical, and other related duties as assigned to support program and division operations.

Qualifications

• Two (2) years of experience* as an Insurance Technician 1 or two (2) years of equivalent experience performing basic customer service over the phone or in writing, clerical duties, or casework.
• OR One (1) year of experience* as an Insurance Technician 2 or one (1) year of equivalent experience performing detailed customer service over the phone or in writing, clerical duties, or casework.
• OR Four (4) years of full-time equivalent experience* providing customer service or technical assistance in regulated, high-volume, or detail-oriented environments -such as insurance, healthcare, utilities, telecommunications, financial services, or similar fields. At least two (2) years must include experience entering data into software systems or databases to respond to customer inquiries.
• Proof of degree may be required prior to employment. If a degree was awarded outside of the United States, candidates must provide a credential evaluation report.
• Intermediate level skills in Microsoft Word, Excel and Outlook.

Required Knowledge, Skills And Abilities

• Intermediate level skills in Microsoft Word, Excel and Outlook.

Preferred/Desired Qualifications

• Fully fluent verbal communication skills in Spanish, Korean, Russian, Vietnamese, Mandarin, Cantonese, with the ability to score "Advanced Mid-skill level" on the oral proficiency assessment by the American Council for the Testing of Foreign languages.
• Bachelor's degree in business administration, public administration, law, public health, health administration, public administration, law, social work, public health, health administration or a related field.
• Two (2) or more years of verifiable experience interpreting and applying basic insurance rules and procedures to resolve customer questions and complaints.
• Two (2) or more years of experience in the insurance industry in Washington State.

Benefits & Perks

Comprehensive benefits package: Health, dental, vision, retirement, paid leave (vacation, sick, etc.) and much more!

Supportive work environment: We value diversity, professional growth, and collaborative atmosphere.

Wellness programs: Invest in your well-being with on-site resources and initiatives.

Work-life balance: Flexible schedules with telework opportunities.

Public service fulfillment: Contribute to a cause that matters and feel the satisfaction of serving the public good.

Training & Development: Continuously learn and grow with tuition reimbursement, Public Service Loan Forgiveness, and other programs.

Free parking (Tumwater) & Public transportation pass (Thurston County): Save on commuting costs.

And more! Explore our website for additional benefits: https://www.insurance.wa.gov