Group Operations Fulfillment

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy. 

About the Role:

In this role you will be working in tandem with our Onboarding Advocate Team in order to ensure that all required information and necessary documents are received and provided to our carrier partners. You will navigate carrier portals, Salesforce, and Gusto systems in order to quickly and accurately pull the necessary information, fill out appropriate forms, and communicate directly with carrier representatives. Strong attention to detail and problem solving skills are critical to this role. 

About the Team:

Fulfillment Operations Specialists support customers through the New Plan and Renewal Benefits Onboarding journey by providing administrative support working as a liaison between health insurance carrier partners and customer facing teams. They work directly with our carrier partners to ensure that all documentation is accurate with the necessary information in order to enroll, renew, or adjust our customers health insurance benefits. In addition, Specialists will be responsible for meeting internal service level agreements providing timely assistance to meet underwriting requirements.

The Fulfillment team is passionate about using innovative technology and service to elevate the health benefits experience of small business owners and their employees. Each team member is a true owner and makes a tremendous impact every day.

Here’s what you’ll do day-to-day:

• Intake customer health insurance selections for renewals and new plans, and work directly with the health insurance carrier to input necessary documentation and information to meet application requirements.
• Efficiently and accurately process health insurance selections on behalf of our customers handling both the submission and approval of carrier orders. 
• Review eligibility requirements of our health insurance carrier partners to ensure our customers meet the necessary requirements.
• Partner cross functionally with customer facing teams and licensed benefits advisors in order to deliver health insurance benefit requests in full, accurately and on time;.
• Respond to follow up requests from both our carrier partners and customer facing teams when additional information is needed or changes need to be made.
• Provide both internal and external partners with excellent customer service by proactively ensuring all necessary information is quickly and accurately managed allowing us to deliver customer health insurance benefits by their effective date.
• Maintain high quality standards by following necessary processes to meet our carrier requirements.
• Escalate and provide feedback on suggestions for change or enhancements that would increase efficiency and accuracy.
• Provide expertise in healthcare and benefits enrollment via written and verbal communication with Gusto customers and Partners;.
• Thorough understanding of all health insurance carrier partner requirements and portals in order to process new and renewal health insurance carrier orders.
• Effectively communicate feedback from the customers and any carrier gaps that are impacting timely submission and approval of customer benefits. 

Here’s what we're looking for:

• 6 months - 2 years  years work experience
• Experience with Google Workspace (Gmail, Docs, & Sheets) or Office Suite
• Familiar with data entry and external company contact interaction
• Skilled in problem-solving, dealing with ambiguity, cross-team communication
• Excel in a metrics-based operational position where numbers matter and data drives customer success and experience
• Self-motivated and comfortable working collaboratively and autonomously: you are excited about striving toward team and individual metrics
• Ability to work throughout seasonal peaks 
• Experience processing administrative work to meet inventory demands and deadlines

Our cash compensation amount for this role is $19.23/hr to $22.12/hr in Denver & most major metro locations. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas. 

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto. 

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.

Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.