Job Details
The Health Connector for Business, Operations Associate role is responsible for supporting day to day activities related to customer service, enrollment and retention. This non-exempt position reports to the Associate Director of Program Management.
Key Responsibilities:
- Delivery of HCB's service model, ensuring each client is receiving their appropriate deliverables
- Weekly and monthly tracking of new and renewing groups
- Weekly and monthly outreach to brokers, employers and employees related to new and renewing groups
- Intake and verification of new broker certification requests, employer eligibility documentation and employee wellness documentation
- Maintain inventory of HCB communications
- Partner with both internal and external stakeholders and serve as a point of escalation with brokers, employers, insurance carriers, and other vendors
- Ensure client and policy data in HCB's internal systems are up to date and accurate
- Partner with HCB leadership to ensure goals and overall vision are being met
- Provide day to day back-office support to operations as needed for employer, employee, and broker assistance
- Participate in call calibration and other review of customer service encounters with employers, employees and brokers to identify opportunities for improvement
- Participate in improvement initiatives related to customer service processes, training, website experience
- Other duties as required
Qualifications:
- 3+ years customer service, office, sales and/or communications experience
- Knowledge of health insurance and local marketplace helpful
- Strong customer focus with the demonstrated ability to build strong working relationships
- Ability to represent the Connector in a professional manner to external parties.
- Proficiency in Microsoft Office.
- Ability to work independently and on a team.
- Excellent verbal and written communication skills.
- Ability to maintain a positive, proactive, cooperative work rapport at all times
- Excellent organizational skills with strong ability to detail
- Excellent customer service skills
If interested:
Send cover letter and resume to ...@state.ma.us.
Salary:$64,000 - $65,000/year
Please note:
Due to the requirement of 268A, please complete the disclosure form and return with your application. Link:
- All Health Connector employees are required to provide satisfactory proof of eligibility to work in the United States
- All Health Connector employees are required to provide satisfactory proof of full COVID vaccination.
- The Health Connector is operating on a hybrid work arrangement with 2 days in the downtown Boston office and 3 days working from home.
About the Connector:
The Commonwealth Health Insurance Connector Authority (Health Connector) is an independent public authority serving as the Affordable Care Act (ACA)-compliant marketplace for the Commonwealth. The organization is charged with providing subsidized and unsubsidized health insurance to individuals and small employers. The Health Connector also oversees policy development related to health care reform under both state and federal laws, as well as conducting public education and outreach about health care reform and coverage opportunities.More information about the Connector and its programs is available at www.Mahealthconnector.org.