Deliver a standout client experience. Bring empathy, clarity, and energy to every interaction.
Serve as a trusted guide for clients during onboarding, ensuring each group starts on time and understands how HRA benefits work for their employees, and feels confident managing their program within the expected onboarding timeline to avoid late starts.
Answer questions and resolve issues across channels (phone, text, email, chat) related to benefit administration, HRA compliance, and billing within SLA.
Problem-solve with urgency when setup or configuration issues arise, ensuring programs start accurately and on schedule.
Contribute to process improvements by documenting best practices and refining internal workflows related to ICHRA operations.

You’re disciplined and driven. You have a bachelor’s degree or equivalent work experience — what matters most is your commitment, curiosity, and follow-through.
You understand ICHRA. You’re familiar with individual Coverage HRAs, their regulatory requirements, and how they interact with health insurance marketplaces.
You’ve done this before. With 2+ years in customer service or operations, you’re comfortable solving problems, staying organized, and keeping things moving.
You’re a strong communicator. You collaborate naturally, especially when things get complex, and you know how to turn challenges into team wins.
You care about impact. You’re passionate about healthcare and believe everyone deserves access to high-quality, affordable care.
Bonus Qualifications: Have experience working cross-functionally — you’ve partnered with teams across operations to document best practices and improve internal workflows.
Have used Zendesk (or a similar CRM platform) to manage customer conversations and keep things organized behind the scenes.

Customer Operations Associate

Key skills