Head of Insurance Operations Remote (anywhere in United States)

The Company is seeking a Head of Insurance Operations to lead its licensed agency function. This role is pivotal in managing the team of licensed agents who provide guidance to members during coverage transitions, ICHRA enrollment, and Medicare decisions. The successful candidate will be responsible for the full member support experience, including quality assurance, training, and continuous process improvement. A key aspect of the role is to build and manage the team around them, with a focus on capacity planning, partner management, and maintaining the highest standards of quality and compliance. The Head of Insurance Operations will also be tasked with owning the agency's 50-state licensure, ensuring all regulatory requirements are met, and maintaining a strong performance and reporting framework. Applicants must have a minimum of 10 years' experience in licensed insurance service operations, with at least 5 years in a leadership role. A current or previous health insurance producer licensure is required. The ideal candidate will have a background in scaling a licensed contact center, managing outsourced and internal agent capacity, and a strong understanding of Medicare and ACA enrollment mechanics. They should be highly analytical, with the ability to define KPIs and make data-driven decisions, and possess excellent communication skills with the ability to simplify complex health insurance topics. Experience in a similar industry setting and familiarity with tools such as Zendesk, HubSpot, and business intelligence tools is strongly preferred.

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