Insurance Advocacy Specialist

About Take Command

Take Command is a start-up on a mission to improve the healthcare system, starting with health insurance. Pragmatically speaking, we help employers reimburse employees for individual insurance instead of offering a traditional one-size-fits-all group plan. We believe this model can empower employees (when they have the right support) to be savvy healthcare consumers and have a transformative impact on the entire healthcare system.

Let's be honest—health insurance is usually a confusing, frustrating, and even emotional experience for people. We want to fix that with a new model, great technology, and a superior user experience. We have made a great start, but we need your help to fully realize our long-term vision.

The Insurance Advocacy Specialist supports Take Command Health members by helping them navigate their ICHRA/QSEHRA benefits and health insurance coverage. This role owns member-facing advocacy cases end to end - answering coverage questions, resolving claims and enrollment issues, and helping members understand how to use their benefits. Over time, this role will cross-train into Care Tier 2 (T2), expanding scope across the Advocacy function.

This is a great fit for someone who has hands-on health insurance knowledge, enjoys solving problems for people, and can work independently once trained.

• Serve as the primary point of contact for member insurance advocacy cases (coverage clarification, enrollment troubleshooting, provider invoice inquiries)
• Research and resolve complex insurance questions using our platforms, interacting cross-functionally, and internal documentation
• Document case notes and outcomes clearly and consistently in Hub Spot / CRM
• Identify when a case needs escalation vs. when it can be resolved independently, and know how to make that call
• Adhere to SOPs to prioritize work, follow escalation protocols, and ensure timely follow-up and follow-through to solution
• Communicate with members in a way that's clear, empathetic, and sets accurate expectations
• Spot patterns across cases and flag recurring issues or process gaps to the team lead
• Once ramped, take on Care T2 responsibilities as part of cross-training

• 1-3+ years of experience in health insurance (carrier, broker, benefits administration, or a related role) - candidates should understand core concepts like deductibles, EOBs, claims processes, and plan types
• Customer service experience, ideally in a case-based or ticketing environment
• Active health insurance license, or ability to obtain licensure within 90 days of hire (multiple state licenses preferred)
• Strong analytical skills - comfortable digging into a problem, comparing information across sources, and reasoning through ambiguous situations
• Self-starter who can work independently after onboarding, without needing step-by-step direction
• Clear written and verbal communication
• Comfortable working in Hub Spot, Intercom, or similar CRM/ticketing tools (or able to learn quickly)
• Adaptable - this is a fast-evolving industry and role scope will shift as the team grows

• Experience with ICHRA/QSEHRA or individual market health insurance specifically
• Sound judgment on what's needed to close a case, even when the path isn't fully defined - many issues branch in unexpected ways and require re-assessing what resolution actually looks like
• Experience working in a startup or fast-changing operational environment

We're excited to build a team and culture that reflects our values! We offer competitive pay and health benefits to share with this position.

• A generously funded ICHRA for medical, dental, and vision premiums and medical expenses. You get to use our own product and we think that’s so…