Insurance Support Specialist (Non-Licensed)
We are assembling a contact center team to assist individuals who are losing employer-sponsored health benefits and must transition to individual coverage before December 31, 2026. This is a defined-term, project-based engagement with distinct phases. You will be engaged as an independent contractor for the duration of this project. This is not a permanent position. We are looking for individuals that are seeking weekly hours ranging from 20-40 hours per week. Our call center will be staffed from 9am to 7pm CT.
Description
Role Overview
As an Insurance Support Specialist, you are the first point of contact for individuals reaching out via phone, chat, or email. You will manage intake, verify eligibility information, ensure user accounts are created, assist with user platform navigation, answer general questions, escalate technical issues and book appointments for licensed agents. You will not provide insurance advice, make plan recommendations, or complete enrollments — those activities are handled exclusively by licensed agents.
Key Responsibilities
- Answer inbound phone, chat, and email contacts from individuals who are losing employer-sponsored health coverage
- Conduct initial intake: verify identity, ensure user account is created and household details are entered into user’s account.
- Encourage users to explore the platform on their own and minimize escalations to licensed agents.
- Execute warm transfers to licensed agents if situation warrants, providing a concise verbal summary of the contact
- Manage email and chat queues, responding to routine inquiries and escalating as appropriate
- Schedule callbacks for individuals who request an agent or cannot be connected to an agent immediately
- Accurately log all contact activity and documentation in Zendesk
- Meet productivity, quality, and response time targets
- Communicate clearly and empathetically — many contacts will be anxious about losing coverage
What You Will NOT Do
To remain compliant with state insurance regulations, support specialists in this role are expressly prohibited from:
- Recommending or comparing specific insurance plans
- Advising on premiums, deductibles, or benefits
- Completing or assisting with enrollment applications
- Providing any guidance that could be construed as insurance advice
Required Qualifications
- Minimum 1 year of experience in a customer service, call center, or administrative support role
- Prior experience in a healthcare, insurance, or benefits administration environment
- Familiarity with ACA, Medicare, or employer benefits terminology
- Excellent verbal and written communication skills
- Ability to navigate multiple software platforms simultaneously (CRM, chat tools, telephony)
- Strong attention to detail and accurate data entry
- Comfortable working in a fast-paced, high-volume environment
- Ability to work independently and manage time effectively in a remote setting
- Reliable high-speed internet connection and a quiet, dedicated workspace
Preferred Qualifications
- Experience with warm transfer protocols in a contact center setting
- Bilingual (English/Spanish) a plus
Contractor Terms
- This engagement is offered on a 1099 independent contractor basis
- You are responsible for your own taxes and benefits
- Minimum hours per week will be 20 hours
- This engagement does not constitute an offer of employment and confers no employee benefits