Insurance - Enrollment and Operations Call Center Specialist

We are seeking an Insurance – ACA Enrollment & Operations Agent to support ACA enrollment activity and assist in our ever-evolving call center operations department. This role is ideal for someone who has experience leading or managing an insurance call center department as well as taking inbound calls, making outbound calls, submitting ACA Marketplace applications, completing enrollments, writing ACA health insurance policies, and helping support structured call center and dialer workflows within an insurance agency environment. The agent will work directly with leadership to help ensure the insurance and call center operations department is organized, compliant, efficient, and successful. This includes assisting with inbound and outbound call processes, supporting dialer development, helping improve call flow procedures, working with the tech/IT team when needed, and contributing to the overall structure of the enrollment operations department. Responsibilities:

• Submit applications to the marketplace and copy necessary information to our internal system for record-keeping and accessibility purposes
• Develop and maintain a thorough knowledge of insurance products, including their features and benefits
• Ensure compliance with HIPAA regulations and maintain the confidentiality of client information
• Take inbound calls from applicants, members, facility contacts, and other approved contacts seeking enrollment assistance.
• Make outbound calls to applicants and members as part of the ACA enrollment, follow-up, and policy support process.
• Assist eligible individuals with ACA Marketplace applications, plan selection, enrollment, and post-enrollment support.
• Submit applications to the Marketplace and ensure required information is entered accurately and completely.
• Perform other job duties as assigned in relation to the insurance, enrollment, call center, and dialer operations departments.
• Work directly with leadership to help build, organize, and improve the call center operations department.
• Support dialer development, call routing workflows, call scripts, follow-up procedures, reporting needs, and operational processes.
• Assist with identifying gaps in call center operations and recommend improvements to increase efficiency, compliance, contact rates, and enrollment success.
• Coordinate with the tech/IT team when necessary regarding dialer functionality, CRM workflows, system issues, call routing, reporting, integrations, or other operational technology needs.
• Assist with quality control by helping ensure calls, applications, submissions, and enrollment actions are handled properly, accurately, and professionally.
• Support the development of call center best practices, including call handling, lead flow, escalation procedures, documentation standards, and agent workflows.
• Communicate clearly with internal team members regarding applicant status, enrollment issues, system issues, pending items, and operational needs.

Experience:

• Experience with call center ACA Marketplace enrollments required.
• Experience submitting Marketplace applications and completing ACA enrollments preferred.
• Experience taking inbound calls and making outbound calls in an insurance, healthcare, sales, or call center environment.
• Experience with dialer systems, CRM workflows, call center operations, or operational technology preferred.
• Ability to assist with both enrollment production work and operational development.
• Strong communication, organization, and documentation skills.
• Comfortable working in a fast-paced enrollment and call center environment.
• Ability to follow compliance guidelines, scripts, workflows, and internal procedures.
• Problem-solving mindset with the ability to help improve systems, processes, and department workflows.
• Experience helping build, support, or improve a call center department is a plus.

Job Type: Contract Pay: $45,000.00 - $60,000.00 per year Benefits:

• Flexible schedule

License/Certification:

• health insurance license in any state in the US (Required)
• 2025-2026 FFM Certification (Required)

Work Location: Remote