Description
At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff , payroll, health insurance, 401(k)s, and HR , so owners can focus on their craft and their customers.
As a Member Fulfillment Specialist, you're the link between our customers and their health insurance carriers , ensuring their benefits are delivered accurately and on time. You'll work across carrier portals, Salesforce, and Gusto's internal systems, and lean into AI tools to work smarter.
Member Fulfillment is the team that ensures the promise of benefits becomes reality. We sit between health insurance carriers and Gusto's customer-facing teams, shepherding employer and employee benefits across the finish line.
Here's what you'll do day-to-day:
- End-to-End Enrollment: Manage the intake, submission, and confirmation of group health insurance selections for both employees and employers, ensuring all carrier documentation is accurate and complete.
- Carrier Liaison: Master carrier-specific portals and requirements to efficiently process orders and navigate approval workflows.
- Eligibility & Compliance: Review customer data against carrier eligibility standards to proactively mitigate errors and ensure high-quality plan adherence.
- Cross-Functional Collaboration: Partner with teams across the org , including Licensed Benefits Advisors and Benefits Care , to deliver benefits in full and on time, year-round.
- Resolution Management: Act as the primary point of contact for follow-up requests from carriers, resolving information gaps or plan changes with urgency.
- Process Optimization: Identify and escalate opportunities for workflow enhancements, using your expertise to increase team efficiency and accuracy.
- Expert Communication: Provide clear, professional guidance on healthcare enrollment to customers and internal partners via written and verbal channels.
We're looking for:
- Professional Experience: 6 months to 2 years of professional work experience, ideally within healthcare, health insurance brokerage, or a fast-paced startup environment.
- Technical Fluency: Proficient in Google Workspace, Microsoft Office, Adobe, and Salesforce; as an AI-native company, you will be expected to lean into and master emerging AI tools to drive efficiency.
- Data-Driven Mindset: Proven success in metrics-based roles where data accuracy and hitting KPIs are central to customer success.
- Administrative Precision: Strong background in high-volume data entry and processing administrative tasks under tight deadlines and seasonal peaks.
- Communication & Collaboration: Excellent cross-team communication skills with experience managing professional interactions with external company partners.
- Adaptability: A skilled problem-solver who is comfortable navigating ambiguity and can pivot quickly in a dynamic operational setting.
- Self-Directed Execution: Highly self-motivated and capable of working both autonomously and collaboratively to meet individual and team goals.
Our cash compensation range for this role is $20.50–$23.08 per hour in Denver.