Customer Support Specialist

Job Title: Customer Support Specialist
Location: Remote
Employment Type: Full-Time
Industry: Healthcare / Insurance

About Us:
We are a leading healthcare insurance brokerage committed to helping individuals and businesses find the right health coverage. We pride ourselves on providing expert advice, personalized service, and ongoing support to ensure our clients’ peace of mind in an ever-changing healthcare landscape.

Position Summary:
We are seeking a highly motivated, empathetic, and detail-oriented Customer Support Specialist to join our team. In this role, you will be the first point of contact for clients, addressing inquiries, resolving issues, and ensuring a seamless experience throughout their insurance journey. Your role will be critical in building trust and maintaining long-term client relationships.

Key Responsibilities:

• Respond to client inquiries via phone, email, and chat regarding health insurance policies, claims, billing, and coverage options.
• Provide accurate information and guidance on plan benefits, eligibility, enrollment, and renewals.
• Assist clients in understanding and navigating complex healthcare insurance terms and processes.
• Troubleshoot issues related to billing discrepancies, claims denials, or policy changes.
• Document client interactions and update CRM systems with relevant notes and follow-up actions.
• Collaborate with insurance carriers, internal account managers, and sales teams to resolve client issues.
• Proactively follow up on open cases to ensure timely resolution and client satisfaction.
• Educate clients on tools, resources, and best practices for managing their healthcare coverage.
• Stay updated on industry changes, carrier updates, and regulatory compliance requirements.

• High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
• Insurance industry experience required
• Medicare insurance license preferred 
• Strong understanding of healthcare insurance terminology and processes is a plus.
• Excellent verbal and written communication skills.
• High attention to detail and accuracy.
• Strong problem-solving skills and a calm, empathetic approach to handling client concerns.
• Proficiency with CRM systems and Microsoft Office (Excel, Outlook, Word).
• Ability to manage multiple tasks and prioritize in a fast-paced environment.
• Bilingual (Spanish/English) is a plus.