Enrollment Support Specialist

Washington Health Benef•Olympia, WA

4d•$56,908 - $61,435•Hybrid

About The Position

The Washington Health Benefit Exchange (Exchange) aims to significantly improve how Washington residents obtain health insurance through innovative solutions, a user-friendly experience, and core values of integrity, respect, equity, and transparency. The Exchange operates Washington Healthplanfinder, a portal used by a quarter of Washington residents for health and dental coverage. This platform, supported by a Customer Support Center and a network of navigators and brokers, allows individuals and families to compare and enroll in qualified health plans or Washington Apple Health (Medicaid). The Exchange is committed to equity, recognizing the need to dismantle systemic barriers and address all forms of bias and oppression through an intersectional approach, focusing on those with the greatest needs to ensure all Washingtonians have equal access to opportunities and resources. This role supports the Enrollment Team in managing the enrollment lifecycle through the Washington Health Benefit Exchange, ensuring timely and accurate enrollment for customers. The position involves comprehensive account analysis, using reconciliation tools to synchronize Exchange and carrier systems. It also supports resolving customer inquiries and escalations via these systems and direct outreach, and may assist with other projects as assigned by Enrollment Leadership.

Requirements

Two years of experience in any of the following: Assisting clients with complex issues and service needs in a social service, healthcare, or health insurance setting; or Conducting analysis and utilizing tools to reconcile and correct large volumes of data.
Ability to maintain high level of confidentiality.
Excellent written and verbal communication skills with the ability to communicate effectively regarding complex or sensitive information or issues.
Demonstrated ability to earn the trust, respect, and confidence of co-workers, carriers and customers through consistent honesty, forthrightness, responsibility and professionalism in all interactions.
Very high attention to detail with the ability to provide clear documentation and deliver pristine and accurate account work.
Strong interpersonal skills; ability to work with diverse client populations, as well as all levels of internal management and staff.
Communication skills, Customer focus, Resourceful, attention to detail, analytical skills.
Planning, prioritization, able to organize and manage multiple projects.
Regulatory knowledge (i.e of HIPPA and privacy practices) and commitment to completing tasks with high quality and resources management.

Nice To Haves

Broad knowledge and understanding of the health care industry, including the commercial insurance market, Medicaid, or other health delivery systems.
Proficient in MS Office, especially MS Excel.
Familiarity with HIPAA 834 enrollment transactions, Edifecs, or other enrollment data and systems.
Motivated self-starter with initiative to take independent action and accept responsibility for your actions.
Well-organized, flexible, proactive, resourceful, and efficient.

Responsibilities

Provide intermediate Healthplanfinder support to insurance carriers and customers, including knowledge and understanding of the Healthplanfinder application, eligibility, enrollment, and reconciliation processes.
Process daily, weekly, and monthly reconciliation reports to ensure enrollment accuracy in Washington Healthplanfinder and carrier enrollment-related systems.
Provide working analysis and reconciliation of enrollment data using Healthplanfinder and reconciliation systems and tools.
Support resolution of customer requests and escalations through analysis, and outreach via phone and email.
Identify trends in enrollment data indicative of larger Healthplanfinder, EDI, or carrier system issues.
Support data reconciliation and program integrity processes with account work and direct outreach to customers as needed.
Maintain confidential client records, statistical data, and tracking information; submit required reporting information in a complete, accurate, and timely manner.
Supporting carrier relations by participating in meetings, responding timely to phone calls and emails, reviewing ad-hoc reports, and responding to escalated/urgent issues.
Participate in process improvement groups and Healthplanfinder enhancements within Operations.
Work on special projects/other duties as assigned.
Annual activities related to Open Enrollment (OE) - before, during, and after.