Role Description This position is part of a team of representatives who respond to member and provider inquiries regarding benefits, eligibility, status of claims, and other related issues to provide information and facilitate and/or coordinate appropriate resolutions. To be successful in this role, you: - Are committed to serving the underserved community and treating others with respect, courtesy, and maintaining member confidentiality. - Are knowledgeable of Washington Apple Health state medical insurance. - Are knowledgeable of medical terminology and healthcare. - Desire to be part of a collaborative, ever evolving, dynamic team. - Have a minimum of one (1) year of customer service and/or call center experience preferably in insurance, managed care, or from a provider setting. - Are comfortable working in a 100% remote environment. Essential functions and Roles and Responsibilities: - Provide first call resolution by responding accurately and courteously to member inquiries regarding benefit interpretation, eligibility, accessing care through plan providers and other related issues under Washington Apple Health, Cascade Select Plans and other products as offered by Community Health Plan of Washington. - Document inquiries, complaints, and other data in computer database in an accurate, clear, and timely manner. - Meet attendance and call quality standards. - Perform all functions of the job with accuracy, attention to detail and within established timeframes. - Other duties as assigned. Essential functions listed are not necessarily exhaustive and may be revised by the employer, at its sole discretion. Qualifications - Ability to gather and assess information from multiple systems, apply protocols, and determine appropriate actions. - Ability to use MS office products such as Outlook, Word, and Excel. - Excellent verbal and written communication skills, including typing. Requirements - Complete and successfully pass a criminal background check. - Has not been sanctioned or excluded from participation in federal or state healthcare programs by a federal or state law enforcement, regulatory, or licensing agency. - Vaccination requirement (CHPW offers a process for medical or religious exemptions). - Candidates whose disabilities make them unable to meet these requirements are considered fully qualified if they can perform the essential functions of the job with reasonable accommodation. Benefits - The position is FLSA Non-Exempt and is eligible for overtime. - The starting salary for this position is $21.00 with a 5% annual incentive target based on company, department, and individual performance goals. - CHPW offers the following benefits for Full and Part-time employees and their dependents: - Medical, Prescription, Dental, and Vision - Telehealth app - Flexible Spending Accounts, Health Savings Accounts - Basic Life AD&D, Short and Long-Term Disability - Voluntary Life, Critical Care, and Long-Term Care Insurance - 401(k) Retirement and generous employer match - Employee Assistance Program and Mental Fitness app - Financial Coaching, Identity Theft Protection - Time off including PTO accrual starting at 17 days per year - 40 hours Community Service volunteer time - 10 standard holidays, 2 floating holidays - Compassion time off, jury duty Company Description Community Health Plan of Washington is an equal opportunity employer committed to a diverse and inclusive workforce. All qualified applicants will receive consideration for employment without regard to any actual or perceived protected characteristic or other unlawful consideration. Our commitment is to: - Strive to apply an equity lens to all our work. - Reduce health disparities. - Create an equitable work environment.

• Manage day-to-day support operations for a team of 8-10 Support Engineers. • Lead the onboarding, technical mentoring, and career coaching for all direct reports. • Conduct regular 1:1s and performance management reviews to ensure team alignment and growth. • Oversee the support queue to ensure SLA/SLO adherence, including response and resolution times. • Act as an internal escalation point for both complex technical issues and difficult customer situations. • Align team activities and outcomes with the strategic roadmap set by the VP of Customer Engineering. • Partner with Support and CX Operations to refine workflows and improve internal tooling like Jira, Incident.io, Kapa.ai, and PagerDuty. • Perform regular QA reviews on tickets to maintain technical accuracy and brand voice. • Analyze support data and customer feedback (CSAT) to identify and report trends to leadership.

• Manage day-to-day support operations for a team of 8-10 Support Engineers. • Lead the onboarding, technical mentoring, and career coaching for all direct reports. • Conduct regular 1:1s and performance management reviews to ensure team alignment and growth. • Oversee the support queue to ensure SLA/SLO adherence, including response and resolution times. • Act as an internal escalation point for both complex technical issues and difficult customer situations. • Align team activities and outcomes with the strategic roadmap set by the VP of Customer Engineering. • Partner with Support and CX Operations to refine workflows and improve internal tooling like Jira, Incident.io, Kapa.ai, and PagerDuty. • Perform regular QA reviews on tickets to maintain technical accuracy and brand voice. • Analyze support data and customer feedback (CSAT) to identify and report trends to leadership.

• Provide customer support primarily through chat (with occasional email or calls if needed) • Guide users step-by-step on how to use the platform • Answer questions and troubleshoot common issues • Explain features clearly and in simple terms • Escalate more complex issues when needed