Insurance Advocacy Specialist

Insurance Advocacy Specialist

Dallas, Texas

Take Command is a start-up on a mission to improve the healthcare system, starting with health insurance. Pragmatically speaking, we help employers reimburse employees for individual insurance instead of offering a traditional one-size-fits-all group plan. We believe this model can empower employees (when they have the right support) to be savvy healthcare consumers and have a transformative impact on the entire healthcare system.

Let's be honesthealth insurance is usually a confusing, frustrating, and even emotional experience for people. We want to fix that with a new model, great technology, and a superior user experience. We have made a great start, but we need your help to fully realize our long-term vision.

About the Role

The Insurance Advocacy Specialist supports Take Command Health members by helping them navigate their ICHRA/QSEHRA benefits and health insurance coverage. This role owns member-facing advocacy cases end to end - answering coverage questions, resolving claims and enrollment issues, and helping members understand how to use their benefits. Over time, this role will cross-train into Care Tier 2 (T2), expanding scope across the Advocacy function. This is a great fit for someone who has hands-on health insurance knowledge, enjoys solving problems for people, and can work independently once trained.

What You'll Do

• Serve as the primary point of contact for member insurance advocacy cases (coverage clarification, enrollment troubleshooting, provider invoice inquiries)
• Research and resolve complex insurance questions using our platforms, interacting cross-functionally, and internal documentation
• Document case notes and outcomes clearly and consistently in HubSpot / CRM
• Identify when a case needs escalation vs. when it can be resolved independently, and know how to make that call
• Adhere to SOPs to prioritize work, follow escalation protocols, and ensure timely follow-up and follow-through to solution
• Communicate with members in a way that's clear, empathetic, and sets accurate expectations
• Spot patterns across cases and flag recurring issues or process gaps to the team lead
• Once ramped, take on Care T2 responsibilities as part of cross-training

What You'll Need

• 1-3+ years of experience in health insurance (carrier, broker, benefits administration, or a related role) - candidates should understand core concepts like deductibles, EOBs, claims processes, and plan types
• Customer service experience, ideally in a case-based or ticketing environment
• Active health insurance license, or ability to obtain licensure within 90 days of hire (multiple state licenses preferred)
• Strong analytical skills - comfortable digging into a problem, comparing information across sources, and reasoning through ambiguous situations
• Self-starter who can work independently after onboarding, without needing step-by-step direction
• Clear written and verbal communication
• Comfortable working in HubSpot, Intercom, or similar CRM/ticketing tools (or able to learn quickly)
• Adaptable - this is a fast-evolving industry and role scope will shift as the team grows

Nice to Have

• Experience with ICHRA/QSEHRA or individual market health insurance specifically
• Sound judgment on what's needed to close a case, even when the path isn't fully defined - many issues branch in unexpected ways and require re-assessing what resolution actually looks like
• Experience working in a startup or fast-changing operational environment

Working at Take Command

We're excited to build a team and culture that reflects our values! We offer competitive pay and health benefits to share with this position.

• A generously funded ICHRA for medical, dental, and vision premiums and medical expenses. You get to use our own product and we think that's so exciting and rare!
• Unlimited personal vacation in addition to regular company holidays.
• 401(k): 90-day eligibility for 4% match that vests over 4 years with a one year cliff!
• We have two beautiful offices in Richardson, Texas (City Line) and Austin, Texas. The kitchen is well-stocked and we've designed the space to have lots of different areas to work--lounge on the couch, stand near your colleague at a kiosk desk or hole up in one of our phone rooms!
• Competitive parental leave for new parents.
• Up to two paid days of Paw-ternity leave. We recognize that pets are family too - and supporting life outside of work (including four-legged members) matters!
• ClassPass corporate membership with access to over 73,000 fitness and wellness options.
• Flexible on where you work we believe in the power of connecting with intention! While we hope to see you around the office on a regular basis, you also have the ability to work from home some when you need to get focus work done.

More About Us

We secured our Series B funding in 2023 and are thrilled to be able to expand our team. Despite being a small startup in a land of health insurance giants, we're the recognized industry leader for what we do (health insurance reimbursements) and passionate about bringing it to market because we know we can help fix a broken system and improve our clients' wellbeing and health outcomes. We've been featured in The New York Times, The Wall Street Journal, The Dallas Morning News, and other national healthcare publications and are excited about our growth opportunities.

Take Command knows diversity and inclusion among our teammates is integral to our company's success and growth. Our vision is to recruit, develop, and retain the best team from a diverse candidate pool. This has mostly been about us, but we'd love to hear from you--we can't wait to hear your story!

*Take Command is an equal opportunity employer! We celebrate diversity and are committed to creating an inclusive environment for all employees.