ABOUT DECISELY:

At Decisely, we are on a mission to revolutionize the InsurTech industry by delivering innovative solutions that truly make a positive difference, for our clients and our organization! Our commitment to identify and hire the most progressive, diverse, equitable and inclusion talent drives our work culture and product development. We believe in creating a workplace where everyone feels valued, empowered, and inspired to bring their best selves to work.

SUMMARY:

The Decisely Client Care Advisor team provides comprehensive day-to-day benefits administration, education, and platform support to clients.  This team specializes in troubleshooting system administration issues, collaborating with relevant parties to ensure timely and effective resolution.  The Concierge team assists with virtual open enrollment education, facilitate the resolution of health plan-related matters on behalf of plan participants, and maintain a thorough understanding of Decisely's full range of service offerings.  Their goal is to provide exceptional support, adhering to Decisely's Service Pillars:  Trust, Ease, Accuracy and Compliance, by being a knowledgeable resource and ensuring reliable, accurate information to our clients (internal and external client alike). 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage incoming client inquiries through various channels, including phone, chat, and email, delivering prompt and professional responses. 
• Assist clients with open enrollment inquiries, providing necessary materials and guidance. 
• Troubleshoot and resolve level one application support issues, escalating complex cases to the appropriate teams as needed. 
• Accurately track client interactions and activities in Decisely’s CRM (TRAX), ensuring detailed documentation of client inquiries. 
• Maintain familiarity with all Decisely services and program offerings including but not limited to a variety of health and wellness solutions, Decisely Recruiter, onboarding and compliance.   
• Maintains basic knowledge of the Affordable Care Act and other regulatory health plan requirements including but not limited to COBRA, HIPAA and ERISA. 
• Collaborate with other teams to ensure client needs and service expectations are met. 
• Stay informed about regulations such as ACA, COBRA, HIPAA, and ERISA to provide accurate information and support. 
• Project a professional image in action and appearance while working in a virtual office environment. 
• Set priorities and manage workflow for self to ensure all goals are met. 

KEY COMPETENCIES:

• Demonstrated passion for delivering excellent service and ensuring a positive client experience. 
• Strong attention to detail, organizational skills, and time management abilities. 
• Knowledge of employee benefit plans including medical (including Medical Essential Coverage plans), dental, vision, life, disability, voluntary worksite plans and services. 
• Ability to work in a fast-paced environment and manage multiple tasks efficiently. 
• Excellent communication skills, both written and oral, with a focus on customer service. 
• Advanced proficiency with Microsoft Office programs and Agency Management and/or CRM systems. 
• Knowledge of health benefits administration and compliance, with a proactive approach to client support. 
• Inquisitive nature, eager to understand client needs.  
• Ability to work effectively and efficiently both with and without direct supervision. 

EDUCATION AND/OR EXPERIENCE:

• 1-2 years of client service experience, ideally in insurance, benefits, HR, or a broker/agency setting. 
• Life and Health License required. 
• A college degree or other professional designation preferred, but not required. 
• Benefits administration and/or client management experience preferred. 
• SaaS technology support experience, preferred. 
• Valid driver’s license required. 
• Position continually requires professionalism, problem-solving, teamwork, demonstrated poise, tact, and diplomacy.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Ability to travel independently to clients; some air travel may be required. To foster collaboration and team spirit, and although this primarily remote position, there is occasion when you will be required to come into the office for meetings and team building activities as well as travel to our various offices for meetings and team building activities.

WORK ENVIRONMENT AND ENVIRONMENTAL CONDITIONS:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. There is no or very limited exposure to physical risk.