26 days old

Product Support Specialist, Health Insurance

JustWorks
New York, NY 10011
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  • Job Code
    180958760

Who We Are

At Justworks, youll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people.

Were helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. Were data-driven and never stop iterating. If youd like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, wed love to hear from you.

We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team.

Our Values

If this sounds like you, youll fit right in.

Who You Are

Justworks is looking for a Product Support Specialist (PSS) to join our growing Revenue Enablement department and be our Subject Matter Expert (SME) for Medical, Dental, and Vision (MDV) insurance. As a Product Support Specialist, your main responsibility is to act as a liaison between the Benefits Health team and Customer Success to ensure a unified knowledge base and effective communication between the teams.

The Product Support Specialist, Health Insurance advocates for the voice of the customer to the Benefits Health team and helps guide Customer Success through all changes and iterations of the product with a high focus on creating the best possible experience for our customers. This is a position for someone who excels in being on the front lines of customer engagement, can think strategically, lead a team through new implementations, and work with senior leadership.

Your Success Profile

What You Will Work On

  • Live and breathe all things Medical, Dental, and Vision for the entire Customer Success team (be the Justworks dream)
  • Embody the Justworks brand and be an advocate for our customers
  • Become a subject matter expert in our current offerings (Aetna, Kaiser Permenante, and United Healthcare) as well as any future programs
  • Have an in-depth knowledge of processes and procedures regarding our relationship with Aetna, Kaiser, and United Healthcare
  • Document internal processes and public-facing Help Center articles and videos for our health insurance products
  • Work closely with our Benefits Health Product, Operations and Support teams to coordinate communication plans for product and service announcements
  • Triage JIRA tickets / bugs as they arise
  • Work with other members of the CS Special Teams (Training, Coaching, and Communications) to provide feedback on new features and assist with QA upon release
  • Monitor customer feedback and escalated issues through multiple support channels to discover, report on and escalate trends
  • Work closely with the Benefits Health Product and Operations teams and provide regular updates to Customer Success to help maintain the product roadmap
  • Look for process improvements and involve key decision-makers to help make changes across the organization while looking to improve our overall customer experience
  • Other duties as needed based on department and/or organizational needs

How You Will Do Your Work

As a Product Support Specialist, Health Insurance, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:

  • Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
  • Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
  • Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
  • Solution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things.
  • Curious - the innate desire to learn, grow and understand.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

  • Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. Youre an active listener, treat people respectfully, and have a strong desire to know and help others.
  • Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. Youre curious, ask open questions, and are receptive to thoughts and feedback from others.
  • Grit - You demonstrate grit by having the courage to commit and persevere. Youre committed, earnest, and dive in to get the job done well with a positive attitude.
  • Integrity - Simply put, do what you say and say what you'll do. Youre honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
  • Simplicity - Be like Einstein: Everything should be made as simple as possible, but no simpler.

Qualifications

  • A minimum of 3 years of equivalent professional experience, preferably in a similar Product Specialist role or customer service
  • Strong written and verbal communication skills with acute attention to detail
  • Highly interested in health insurance plans
  • Able to effectively communicate complex scenarios and lead a team toward a solution
  • A believer in creating a delight-level user experience for the customer
  • Great at multitasking and can manage several projects at once
  • Quick on your feet and know how to escalate appropriately and professionally
  • Passionate about solving real, complicated problems, identifying trends and the best vehicle to address them
  • Deeply caring about your teammates and customers
  • Aligned with Justworks mission and core values: Compassion, Openness, Grit, Integrity and Simplicity

#LI-Hybrid #LI-CD1

Please Note: In accordance with New York City public health requirements, and because this position requires onsite work, this position will require the successful candidate to show proof of vaccination against COVID-19. As an equal opportunity employer, Justworks will provide reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state, and local law.

Diversity At Justworks

Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers.

Were proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, veteran status, or any other legally protected status.

Our DEI Commitment





PI180958760

Posted: 2022-06-04 Expires: 2022-07-06

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Product Support Specialist, Health Insurance

JustWorks
New York, NY 10011

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