Benefits Specialist

Location: Mount Laurel, NJ or Scottsdale, AZ (Onsite)


Schedule: Standard shifts run Monday to Friday, 9:00 AM - 5:00 PM (or 10:00 AM - 6:00 PM depending on regional time zone alignment). To support our continuous operations, advocates rotate onto a late shift (12:00 AM - 8:00 PM) once every 6 weeks.


Pay: $21.50-$23.00/hour


Make a Difference Every Day


Are you passionate about helping others and delivering exceptional customer service? Do you thrive on solving problems and building meaningful relationships? You'll play a vital role in helping retirees understand and maximize their healthcare benefits.


This is more than a customer service position-you'll become a trusted advocate for members, guiding them through insurance questions, resolving complex issues, and ensuring they receive the support they deserve.


Job Title: Benefits Specialist


Responsibilities

• Member Support & Advocacy: Answer incoming member calls and handle member plan selections. Provide end-to-end support by answering questions around plan coverage, reaching out to doctor's offices and pharmacies, and working directly with insurance carriers to resolve denied claims.
• Independent Case Management: Manage your own dedicated member caseload (averaging ~50 members from April to October, scaling to 70-80 during Open Enrollment from October to March). You will be expected to resolve most retiree calls and issues independently with little to no support from management, though leadership backup is always available for tougher cases.
• Proactive Follow-Up: Manage a workflow that heavily features proactive outbound follow-up calls to ensure member issues are fully resolved and promises are kept.
• Team Collaboration & Projects: Assist Team Leads and Managers with special team responsibilities, including projects, eligibility reviews, and billing tasks. Attend all mandatory team and division meetings.
• Performance Metrics: Maintain an exceptional Net Promoter Score (NPS) target between 92-94% by leading with extreme empathy and delivering accurate, elite-level customer service.

Required Skills

• Education: High School Diploma or equivalent.
• Unmatched Empathy & Relatability: A genuine desire to serve a senior population, immense pride in your customer service quality, and a habit of active listening.
• Coachability: Highly receptive to hands-on, fast-paced training and continuous direction.
• Computer Literacy: Strong computer aptitude, multitasking skills, and comfort navigating databases (passing an online e-skills assessment is required).

Preferred Skills

• 1+ year of high-touch customer service experience.
• Salesforce Experience: Prior familiarity with Salesforce or a similar CRM platform is a strong plus.
• Non-Traditional Backgrounds Welcome: We have found that individuals without prior corporate call center experience often perform best here. We highly welcome backgrounds in healthcare customer service, veterinary practices or medical front offices (prior authorizations).

* We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO), and the California Fair Chance Act (CFCA).


* As a job position within our Insurance division, a successful completion of a background check may be required as a condition of employment. This requirement is directly related to essential job functions including but not limited to: accessing medical and confidential records, verifying financial information, and working within departments that care for vulnerable populations, such as, minors, elderly and those with physical or mental disabilities. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients