Seasonal Enrollment Specialist Lead
Are you passionate about championing customer outcomes and creating exceptional experiences? As a Seasonal Enrollment Specialist Lead, you will serve as an experienced resource for the Enrollment Specialist team during the busy enrollment season. This role is designed for a highly skilled specialist who can support day-to-day enrollment work, answer questions, assist with complex situations, and help reinforce processes in a fast-paced, in-office environment.
In this role, you will use your enrollment knowledge, communication skills, attention to detail, and problem-solving abilities to support successful outcomes for employees, clients, brokers, insurance carriers, and internal teams. If you thrive in a dynamic environment, enjoy being a go-to resource for others, and want to make a meaningful impact during open enrollment, we want to hear from you.
Responsibilities
- Serve as a lead specialist and subject matter resource for Enrollment Specialists in an in-office setting during the seasonal enrollment period.
- Provide day-to-day support by answering questions, clarifying processes, and helping team members navigate enrollment-related situations.
- Assist with training and knowledge sharing, especially when there are system updates, client-specific requirements, or process changes.
- Support Enrollment Specialists by sharing best practices, reinforcing quality standards, and helping troubleshoot routine and moderately complex issues.
- Handle or assist with escalated enrollment questions or situations that require strong attention to detail, empathy, and clear communication.
- Review survey feedback and employee enrollment documentation to help identify common questions, process gaps, or opportunities for improvement.
- Help identify gaps and potential enrollments where applications have not been processed.
- Help identify gaps or issues with binder and autopay setup.
- Assist with organizing daily work and prioritizing tasks to help support timely completion of enrollment activities.
- Support new client onboarding preparation by gathering information from internal Account Management and Consulting teams and helping the team understand client-specific enrollment needs.
- Communicate recurring questions, workflow concerns, or process improvement ideas to the appropriate internal partners.
- Collaborate with cross-functional teams to support operational efficiency and a positive enrollment experience.
- Help navigate delicate or complex situations with employees, employers, brokers, or insurance carriers when empathy and communication are critical.
- Escalate issues appropriately when additional review or decision making is needed
Experience
- A minimum of a high school diploma or equivalent GED is required for this position, and education will be verified upon an accepted offer of employment
- A minimum of two years of professional work experience; preferred experience in the health insurance industry, specifically employee benefits and/or personal insurance.
- Previous experience in Customer Success, Advocacy, Relationship Management, or Account Management is a plus; experience serving as a senior specialist, peer mentor, trainer, quality resource, or subject matter expert in a call center, customer service, benefits, or similar environment is preferred.
- Strong communication and listening skills with the ability to build relationships with Enrollment Specialists, brokers, client decision-makers, employees, and insurance carriers.
- Ability to communicate clearly and confidently in situations requiring direct communication.
- Strong enrollment, customer service, or benefits-related knowledge with the ability to serve as a trusted resource for others.
- Exceptional attention to detail for accurate internal and external documentation.
- Strong problem-solving skills and the ability to evaluate situations, identify next steps, and follow through.
- Strong team player who values collaboration and shared success.
- Availability to work on a seasonal, full-time schedule in office for the duration of the enrollment season.
- This is an in-office role based in Omaha, Nebraska. Candidates hired in this position will be expected to work onsite at the Milliman Omaha office for the duration of the seasonal assignment.
Seasonal Employment Details
- This is a seasonal position designed to support the team during the annual open enrollment period. Employment is expected to last for the duration of the seasonal business need, with schedules and assignment length communicated during the hiring process. The duration of the assignment may be adjusted based on business needs and does not guarantee ongoing employment beyond the assignment period.
Benefits
- We offer competitive benefits which include the following based on plan eligibility:
- Employee Assistance Program (EAP) – Confidential support for personal and work-related challenges.
- 401(k) Plan – When an employee reaches 1,000 hours worked within 12 consecutive months, they become eligible for a 401(k) plan that includes a company matching program and profit-sharing contributions.
- Paid Time Off (PTO) – Begins accruing on the first day of work; Interns, Temporary, and Seasonal Employees will earn PTO each pay period, based on 1 hour for every 30 hours worked.
- Transportation – Pre-tax savings for eligible transit and parking expenses.
Benefits:
- 401(k)
- Employee assistance program
- Paid time off
Education:
- High school or equivalent (Required)
Experience:
- Customer service: 2 years (Required)
- Account management: 2 years (Preferred)
Work Location: In person
