Broker Operations Specialist

About the role

As a foundational Broker Operations Specialist, you'll play a pivotal role in assisting clients with selecting the right health insurance plans, ensuring they navigate their options confidently and efficiently, and working with carriers to mitigate issues during and after enrollment. This position offers a unique opportunity for a knowledgeable professional to shape the broker support function and establish best practices for future growth. Your expertise will be instrumental in driving client satisfaction and contributing to the success of our health insurance offerings.

• Assist individuals and businesses in evaluating and selecting health insurance plans. You will provide expert knowledge on plan benefits, coverage options, and regulatory considerations, empowering clients to make informed choices.
• Support clients during Open Enrollment and qualifying life events, addressing questions and ensuring a smooth enrollment experience.
• Act as a liaison between clients and insurance carriers, resolving coverage issues, claims disputes, and other escalated concerns.
• Conduct regular check-ins with clients to assess their satisfaction, provide updates on plan changes, and identify opportunities for additional support.
• Guide clients through the renewal process, helping them evaluate their options and secure continued coverage.
• Work closely with sales, compliance, and carrier partners to streamline processes, enhance customer experience, and contribute to product improvements.

• You have an active broker health insurance license.
• 3-5 years of demonstrated success in customer success, account management, or similar customer-facing roles, with substantial experience in the healthcare or insurance sectors.
• You deeply care about the customer experience. You have an exceptional ability to build relationships, communicate effectively, and solve problems collaboratively, ensuring customer needs are met with precision and care.
• Proven capability to manage multiple accounts and projects in a dynamic, fast-paced environment, maintaining a high level of organization and attention to detail.
• A proactive, optimistic, growth-minded approach, complemented by the resilience to thrive in a fast-paced and evolving workplace.
• Ability to effectively communicate and work with both technical and non-technical teams.

• Hands-on experience managing critical periods such as Open Enrollment, ensuring customers have a smooth and successful start with our platform.
• A proven track record in identifying and executing upsell opportunities within a technology or digital solutions context, driving mutual growth and success.
• Excitement about technical concepts, great analytical skills, and comfort explaining technical concepts to a range of audiences.
• Someone with a high motor and chip on their shoulder - we love people who are not afraid to do the dirty work but also have the ability to envision a better world with greater efficiency.

We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly. Here's what to expect:

• 20 minute phone screen to talk through your background and interest in Thatch
• 30 minute Zoom meeting with the hiring manager to dive deeper into your experience and the role
• 30 minute Zoom meeting to meet 3 members of the team
• 30 minute Zoom meeting to work through a live case study
• 30 minute Zoom meeting with our founders to discuss your approach to culture and our operating principles

We’re a fully distributed early stage company using technology to change the way America does healthcare. We’re a happy, friendly, high-velocity team. You can read more on Thatch here.