Who We Are

At Decisely, we are on a mission to revolutionize the InsurTech industry by delivering innovative solutions that genuinely make a positive difference for our clients and our organization. As a client-centric company, we are deeply committed to delivering exceptional customer service and building strong, lasting relationships with our clients. We seek passionate, service-driven individuals who share our dedication to putting clients first.

Our commitment to hiring the most progressive, diverse, equitable, and inclusive talent drives both our work culture and product development. We believe in creating a workplace where everyone feels valued, empowered, and inspired to bring their best selves to work, while contributing to a service-oriented environment that ensures our clients' success.

Client Care Advisor (Concierge)

This isn’t a typical call center role. As a Client Care Advisor, you are a frontline advocate for plan participants, delivering exceptional service with clarity and empathy. From explaining benefits options to triaging urgent concerns, your calm, informed approach provides peace of mind to clients navigating healthcare complexities. You will support a wide range of inbound needs, educational, technical, and compliance-driven and serve as the first resolution point or strategic connector to internal specialists (CES, CEM, or Implementation). This role is ideal for someone who excels at creating seamless, positive experiences and brings a client-first mindset to every interaction.

What You’ll Do

Client Support & Experience Management

• Deliver exceptional service via phone, chat, and email, resolving inquiries with professionalism and care.
• Serve as a subject matter expert on Decisely’s services, providing education and guidance on health, wellness, and compliance programs.
• Support virtual Open Enrollment (OE) events and provide clear, empathetic benefits education to clients and plan          participants.
• Troubleshoot and resolve first-level application and platform issues, escalating complex matters as needed.

Operational Excellence & Process Management

• Accurately document all client interactions and resolutions in TRAX (CRM) to ensure seamless internal collaboration.
• Stay informed on health benefits regulations (ACA, COBRA, HIPAA, ERISA) to provide accurate and compliant client support.
• Collaborate with internal teams to ensure client issues are resolved quickly and that service levels meet or exceed expectations.

Platform & Compliance Knowledge

• Maintain deep knowledge of Decisely’s platform and services to support effective troubleshooting and client education.
• Provide clients with up-to-date resources and compliance information to support informed decision-making.

Flexibility & Team Collaboration

• Willingly take on additional responsibilities and projects as assigned, contributing to team success and adapting to evolving business needs.

Success Starts With…

• Delivering Exceptional Service – Provide white-glove support with professionalism, warmth, and a sense of urgency to exceed client expectations.
• Communicating with Clarity – Convey information clearly and compassionately across all channels (phone, email, chat), ensuring clients feel heard and supported.
• Listening with Empathy – Tune in to client needs with emotional intelligence and a solution-oriented mindset.
• Navigating Benefits & Resources – Demonstrate working knowledge of health benefits, Benefits/HR tools, and service platforms to confidently assist with client inquiries.
• Collaborating with Care – Partner with internal teams (e.g., account managers, product support) to deliver seamless and consistent service.
• Owning the Client Experience – Take accountability for each interaction, following through to ensure resolution and satisfaction.
• Managing Time Effectively – Balance multiple requests and priorities while maintaining responsiveness and attention to detail.
• Adapting to Change – Stay flexible and positive in a fast-paced environment with evolving processes and technologies.
• Maintaining Confidentiality – Handle sensitive client and benefits data with the highest standard of integrity and discretion.

What You Bring to the Table

• 1-2 years of experience in client service, contact center support, or health benefits advisory.
• Active Life & Health Insurance License (required).
• Bilingual (Spanish) preferred.
• High school diploma required; Associate’s or Bachelor’s degree preferred.
• Strong knowledge of health benefits, including MEC, medical, dental, vision, life, disability, and voluntary plans.
• Proficiency in Microsoft Office Suite and CRM/HRIS systems; experience with SaaS platforms highly preferred.
• Excellent verbal and written communication skills, with a passion for delivering an exceptional client experience.
• High attention to detail and organizational strength, with the ability to manage multiple inquiries simultaneously.

You’ll Thrive Here If You…

• Enjoy working directly with clients to solve client problems and assist them with navigating the complexities of healthcare.
• Approach every conversation with empathy, patience, and professionalism.
• Thrive in a collaborative, fast-paced remote environment.
• Embrace continuous learning and take pride in delivering a best-in-class service experience.
• Are excited to be part of a mission-driven team committed to transforming the client experience.

Why Join Decisely?

• Mission-driven culture with people at the center of everything we do.
• Remote-first flexibility with a high-performing, connected team.
• Opportunity to make a measurable impact across client portfolios.
• Growth pathways, mentorship, and access to development resources.
• A chance to shape the future of InsurTech with purpose and precision! 

Additional Information

Physical Requirements:

This is a primarily remote role requiring the ability to sit or stand for extended periods and communicate clearly via phone and video. Some travel (up to 10%) may be required for client meetings or internal events.