Healthcare Customer Support Specialist

Title: Healthcare Customer Support Specialist

Employment Status: Non-Exempt

Job Type: Full Time

Compensation: Hourly

Location: Onsite, Milwaukee, WI

Reports to: Call Center Director

About Us

zizzl health is a state-of-the-art ICHRA solution that helps employers offer budget-friendly, hassle-free health insurance to employees nationwide. zizzl health ensures that companies are financially protected from annual premium spikes while helping employees find individual coverage that caters directly to their unique needs. In a marketplace that puts the burden on employers to choose the right plan, zizzl health gives employees the right tools, technology, and support to make that decision without subjecting employers to the hassle and the headache of a traditional group health plan experience. Learn more at zizzlhealth.com .

Role Requirements

• Candidate must demonstrate zizzl’s core values of authentic hospitality, dependable excellence, and optimistic energy in past, present and future interactions with colleagues, clients, and partners.
• zizzl is a young and growing company. Candidate must demonstrate a willingness to pitch-in.
• Candidate must be able to demonstrate achievements that reflect grit, courage, and excellence.
• Candidate must demonstrate a desire to work in a high performance, open, and collaborative environment with a constant stream of honest communication, productive conflict, change, innovation, and iteration. Showcasing time-management, multi-tasking, and written/verbal communication skills in a team-based environment.
• Candidate must have experience with Microsoft Excel and demonstrate analytical problem-solving skills. Additional proficiency required in Microsoft products including Outlook, Word, and PowerPoint.
• Candidate must always maintain a positive and professional attitude, providing personalized engaging interactions with internal and external resources.

Summary

The Healthcare Customer Support Specialist serves as the front line of the zizzl member experience, delivering high-quality, personalized support across phone, email, and ticketing channels. This role requires strong communication, problem-solving, and technical skills to resolve member inquiries efficiently while upholding zizzl’s commitment to exceptional service The ideal candidate is proactive, detail-oriented, and thrives in a fast-paced, team driven environment taking full ownership of member interactions from initial contact through resolution.

Responsibilities

• Manage day-to-day relationships with members, including open items logs and issue resolution.
• Proactively monitor benefit and technology administration processes to ensure accuracy and mitigate downstream issues.
• Respond quickly and accurately to system questions.
• Ensure client satisfaction by providing excellent service resulting in consistent high Net Promoter Scores (a measure of client satisfaction).
• Follow up and return calls to members if calls are missed in a timely and effective manner.
• See all member inquiries to completion, either by phone or by email.
• Record and track all member calls for quality and training purposes.
• Successfully partner with various members of the zizzl organization across multiple projects and teams.
• Know and continually build knowledge about our products and technology.
• Actively participate in zizzl sponsored professional development and training initiatives.
• Assist with project work as assigned (examples include application field mapping, system testing).
• Proactively seek out opportunities for efficiency and accuracy in daily tasks.
• Other duties as assigned.

Hours of operation will be 8 hours shifts, as our call center is open from 8am – 5pm CT Monday – Friday (typically either 8am – 4:30pm or 8:30am– 5pm). During a limited period, shifts may include some off hours work (i.e., a 11:30am – 8pm shift) as our call center is open from 8am to 8pm CT Mon-Fri for a three-week window in late November/early December during our Open Enrollment season.