Licensed Employee Experience Specialist (TEMP)

About SureCo: At SureCo, we are dedicated to providing exceptional healthcare solutions that enhance the well\-being of our customers. Established with a vision to revolutionize the healthcare industry, we leverage innovative technologies and personalized services to offer quality, affordable healthcare options. Our commitment to excellence is reflected in our comprehensive Enrollment Platform, which provides access to a wide range of health plan options. As we continue to grow, we are looking for dedicated professionals to join our team and contribute to our mission of driving positive change in the healthcare sector.

Position Summary: Customer Service Representatives serve as the pulse of the member experience, providing first\-line support to HR administrators, employees, and brokers. This role focuses on resolution quality, trend detection, and creating positive outcomes for all customer interactions.

Primary Responsibilities

The Customer Service team operates across three focus areas:

Customer Experience (HR Admin Support)

• Provide HR admin platform support and troubleshooting
• Assist with census management and data questions
• Support enrollment dashboard usage and navigation
• Handle funding and invoice inquiries
• Manage broker portal support requests
• Perform Tier 1 escalation triage
• Manage and resolve Zendesk tickets efficiently

Employee Experience (Licensed Support)

• Handle complex employee situations requiring licensure
• Conduct Medicare eligibility assessments
• Conduct high utilizer consultations
• Deliver compliance\-sensitive Medicare counseling
• Support employees with specialized benefits questions
• Research carrier database for in\-network providers
• Research carrier formularies for covered medications

Platform Navigation / Care Advocates

• Assist employees with shopping and plan comparison
• Provide enrollment troubleshooting and support
• Resolve carrier portal access issues
• Help interpret carrier communications
• Process Qualifying Life Event (QLE) support requests
• Support new hire enrollment assistance

Cross\-Cutting Responsibilities

• Document interactions thoroughly in Zendesk
• Identify and escalate patterns and systemic issues
• Provide feedback on product friction and carrier performance
• Contribute to knowledge base and self\-service resources
• Participate in team training and continuous improvement initiatives

Key Performance Indicators

• First Call Resolution (FCR): greater than 80%
• Response Time: less than 2 hours
• CSAT Score: greater than 95%
• Member Coordination: Effective cross\-team collaboration
• Pulse of the Member: Proactive trend identification and reporting
• Member Outcome Result Metrics: Focus on positive resolution outcomes
• Extreme Visibility: Effective communication of insights to broader team

Resolution Classification Model

All interactions are categorized by outcome:

• Positive Outcome: Issue fully resolved, customer satisfied
• Negative Outcome: Unresolved, customer dissatisfied, or negative impact
• Neutral Outcome: Information provided, no clear resolution needed

Purpose: Track experience quality, recognize patterns, and identify retention risks

What This Role Owns

• Member and HR admin first\-line support
• Resolution quality and outcome tracking
• Trend identification and reporting
• Zendesk ticket management

What This Role Does NOT Own

• Enrollment execution
• Payment processing
• Account\-level strategy

Required Qualifications

Education \& Experience

• High school diploma required; Associate's or Bachelor's degree preferred
• 1\-3 years of customer service experience, preferably in healthcare or benefits
• For Employee Experience roles: Active health insurance license required
• Call center or help desk experience preferred

Skills \& Competencies

• Communication: Excellent verbal and written communication skills
• Empathy: Genuine care for helping customers resolve issues
• Problem Solving: Ability to think critically and troubleshoot
• Multi\-tasking: Can manage multiple conversations and priorities
• Patience: Remains calm and professional under pressure
• Learning Agility: Quick to learn new products, processes, and systems

Technical Skills

• Proficiency with Zendesk or similar ticketing systems
• Comfortable navigating multiple software platforms simultaneously
• Strong typing and data entry skills
• Basic understanding of health insurance and benefits concepts

Success Profile

• You Will Thrive If You:
• Are energized by helping people solve problems
• Take pride in delivering excellent service experiences
• Can identify patterns across multiple interactions
• Focus on resolution quality over just closing tickets
• Enjoy being a voice for the customer
• Are comfortable with ambiguity and evolving processes

Primary Failure Risks to Avoid:

• Closing vs. Resolving: Prioritizing ticket closure over actual resolution
• Missing Escalation Triggers: Failing to escalate issues that need higher\-level attention
• Poor Documentation: Inadequate notes that make follow\-up difficult

Strategic Importance

• Employee Experience insights inform:
• Product friction signals and improvement opportunities
• Carrier performance patterns and issues
• Systemic failure points requiring process changes
• Early warning signs of retention risk

Compensation:

• This is a 100% remote position (aligned with US Pacific Time) with an hourly wage of $27 per hour.
• Anticipated start date: June 1, 2026
• This is a Temporary Assignment: Duration 6 months, Hours: Monday \- Friday 7AM\-5PM PT.

Our business is fast\-paced and will continue to evolve. As such, the duties and responsibilities of this role may be changed as directed by the Company at any time to promote and support our business needs.

If you’re looking to make a difference in the healthcare technology market, work in a relaxed culture and be part of a group of innovative thinkers, then SureCo is the place for you!