SHIBA Resource and Referral Specialist (Insurance Technician 3)

State of Washington • Thurston County – Tumwater, WA

8h • Hybrid

About The Position

Make a difference in people's lives every day by helping consumers confidently navigate Medicare and health insurance options. As part of the SHIBA team, you'll empower individuals, families, and community partners with the information and resources they need to make informed healthcare decisions, access valuable cost-saving programs, and resolve complex insurance concerns. This dynamic role blends customer advocacy, research, outreach, and collaboration, offering the opportunity to support vulnerable populations while contributing to a statewide consumer protection mission. In this position, you'll serve as a trusted resource for Medicare beneficiaries by providing personalized guidance on Medicare coverage, prescription drug plans, supplemental insurance options, and financial assistance programs. You'll help consumers overcome barriers to care, connect them with valuable resources, and work toward resolutions that can have a meaningful impact on their financial and healthcare well-being. Whether responding to inquiries, assisting with enrollments, or supporting individuals facing complex insurance challenges, your work will directly improve the lives of the people you serve. Beyond consumer assistance, you'll play an important role in strengthening and advancing SHIBA's services. You'll collaborate with agency staff, volunteers, and community partners, participate in outreach and educational efforts, and contribute to process improvements that enhance program effectiveness. This role is ideal for someone who enjoys continuous learning, values public service, and thrives in an environment where no two days are exactly the same. If you're looking for a career where your expertise, compassion, and problem-solving skills can make a lasting difference, we encourage you to apply. This recruitment may be used to establish a qualified pool of candidates for Insurance Technician 3 vacancies in the next sixty days. This is a Washington General Service position.

Requirements

• Two (2) years of experience as an Insurance Technician 1 or two (2) years of equivalent experience performing basic customer service over the phone or in writing, clerical duties, or casework.
• OR One (1) year of experience as an Insurance Technician 2 or one (1) year of equivalent experience performing detailed customer service over the phone or in writing, clerical duties, or casework.
• OR Four (4) years of full-time equivalent experience providing customer service or technical assistance in regulated, high-volume, or detail-oriented environments -such as insurance, healthcare, utilities, telecommunications, financial services, or similar fields.
• At least two (2) years must include experience entering data into software systems or databases to respond to customer inquiries.
• Associate's Degree: 2 years of experience
• Bachelor's Degree: 4 years of experience
• Master's Degree: 6 years of experience
• A degree in public administration, social work, public health, business administration finance or related field from an accredited institution whose accreditation is recognized by the U.S. Department of Education or the Council of Higher Education Accreditation, or a foreign equivalent may be substituted for relevant experience.
• Intermediate level skills in Microsoft Word, Excel and Outlook.

Nice To Haves

• Fluent verbal communication skills in Spanish, Korean, Russin, Vietnamese, Mandarin, Cantonese, with the ability to score "Advanced Mid-skill level" on the oral proficiency assessment by the American Council for the Testing of Foreign languages.
• Bachelor's degree in business administration, public administration, law, public health, health administration, public administration, law, social work, public health, health administration or a related field.
• Two (2) or more years of verifiable experience interpreting and applying basic insurance rules and procedures to resolve customer questions and complaints.
• Two (2) or more years of experience in the insurance industry in Washington State.

Responsibilities

• Respond to consumer inquiries received through hotlines, walk-ins, email, and other communication channels, ensuring timely and accurate assistance.
• Provide consultation and guidance to Medicare beneficiaries, consumers, families, and community partners regarding Medicare, Medicare Advantage, Medigap plans, prescription drug coverage, and available cost-saving programs.
• Assist consumers with applications and enrollment in Medicare Savings Programs, Low-Income Extra Help, and other financial assistance programs.
• Research, analyze, and resolve complex insurance-related issues by interpreting regulations, policies, and procedures and recommending appropriate actions.
• Document consumer interactions, inquiries, and case resolutions in agency databases and tracking systems.
• Collaborate with SHIBA staff, volunteers, and community partners to address consumer concerns and provide follow-up support on complex cases.
• Refer consumers to appropriate internal units, external agencies, or community resources when additional assistance is needed.
• Support public outreach and education efforts by assisting with presentations, community events, and distribution of consumer information.
• Maintain current knowledge of Medicare, insurance programs, consumer protection issues, and SHIBA policies and procedures through ongoing training and professional development.
• Identify opportunities to improve program processes, workflows, and consumer services and provide recommendations to leadership.
• Participate in cross-functional teams, special projects, and division initiatives to support agency goals and strategic priorities.
• Provide language access services or accommodation when certified and assigned in accordance with agency policies.
• Perform administrative, clerical, and other related duties as assigned to support program and division operations.

Benefits

• Health, dental, vision, retirement, paid leave (vacation, sick, etc.) and much more!
• Supportive work environment: We value diversity, professional growth, and collaborative atmosphere.
• Wellness programs: Invest in your well-being with on-site resources and initiatives.
• Work-life balance: Flexible schedules with telework opportunities.
• Public service fulfillment: Contribute to a cause that matters and feel the satisfaction of serving the public good.
• Training & Development: Continuously learn and grow with tuition reimbursement, Public Service Loan Forgiveness, and other programs.
• Free parking (Tumwater) & Public transportation pass (Thurston County): Save on commuting costs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree