Operations Support Specialist

GoHealth Intro: GoHealth is a leading health insurance marketplace and Medicare-focused digital health company. Through the efficient, multi-tiered guidance of our highly specialized licensed insurance agents, GoHealth meets Medicare consumers where they are in their enrollment journeys and empowers them to choose the plan and carrier best suited for their healthcare needs. Our extensive industry expertise, including the use of data science and machine learning with key investments in proprietary technology, helps consumers cut through the confusion and enroll confidently. 

Why Apply: As an industry leader in the Medicare marketplace, we are compelled to not only embrace change but to actively be the change to adapt to our consumers complex needs. We believe in hiring risk-takers, innovators, and collaborators within our industry to create individualized, simplified healthcare solutions for our beneficiaries. 

Our #TeamGoHealth employees are at the core of our collective success; that's why we are committed to discovering the best in-class talent and ensuring that each team member receives the development tools and support they need to flourish in their professional endeavors. 

We also understand that you may not check every box in our requirements list -- most applicants don’t! In fact, frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. GoHealth encourages you to break that statistic and to apply today! 

About the role:  

The Operations Support Specialist monitors agent certifications, sends certification reminders, guides employees on current requirements and timelines, and provides direction, resources and assistance to ensure timely completion.  This role communicates critical information around agent training initiatives, process updates and business wide initiatives tied to strategic goals, and manages KPIs, troubleshoots IT issues and drives cultural initiatives. 

About the team:  

The GoHealth Customer Operations team interacts with hundreds of thousands of GoHealth members with the goal of improving member experience and satisfaction with products purchased from GoHealth. 

What you’ll do: 

• Guide agents to the appropriate resources to complete their certifications.
• Troubleshoot technical issues, oversee system downtimes, and handle IT-related inquiries and ticket submissions.
• Deliver hourly KPI updates to assigned sales leadership, prepare ad-hoc management reports as requested, and provide metrics and feedback related to strategic project completion.
• Serve as the communication liaison between various strategy groups, providing certification, training and event reminders for agents.
• Maintain and update company databases and MS Teams channels and communicate training schedules to support staff development.
• Drive participation in cultural initiatives through informational emails and reminders about upcoming events.
• Draft and deliver communications around the Sales Process, AwardCo updates, corporate contests and other relevant initiatives.
• Serve as the admin for password rests on various systems.
• Other duties as assigned.

What we’re looking for:

• High school diploma
• Comfort with MS Office including Word and Outlook
• Ability to work independently and as part of a team
• Solid written and oral communication skills
• Self-starter with the ability to identify a need and take appropriate action

Preferred:

• Excel experience
• Jira skills
• Healthcare experience

Location: Chicago, IL 

Perks/Benefits: 

• Open vacation policy. 

• 401k program with company match. 

• Medical, dental, vision, and life insurance benefits. 

• Flexible spending accounts. 

• Subsidized gym memberships. 

• Subsidized lunch program. 

• Commuter and transit benefits.