Customer Operations Representative

Overview

Connect for Health Colorado is a public, non‑profit entity established by the Colorado General Assembly in 2011 to create a health insurance marketplace. Since 2013, the organization has helped individuals, families, and small employers compare plans, apply for financial help, and purchase health insurance. As Colorado’s official marketplace, it is the only place to apply for financial assistance to lower the monthly cost of premiums.

Mission:
Increase access, affordability, and choice for individuals and small employers purchasing health insurance in Colorado.

Full‑time

The Customer Operations Representative I serves remotely and onsite in limited situations as the first point of contact for primarily tier 1 calls from the public, carriers, brokers, and assisters. The role is responsible for assisting callers with the marketplace platform and system‑related questions and for providing enrollment center call support for brokers and assisters. Successful representatives provide excellent customer service with empathy, resolve questions on the first call, and maintain high customer satisfaction.

• Service inbound and outbound calls, researching, processing, and resolving customer questions regarding marketplace access, affordability, and choices.
• Provide excellent customer service by being attentive, respectful, and professional; ensure understanding of requests and follow through; proactively identify and address member inquiries.
• Comply with all HCPF reporting responsibilities (RMTS).
• Use computerized systems for tracking, information gathering, and troubleshooting.
• Utilize resource materials, policies, procedures, handouts, databases, and training opportunities to ensure accuracy and quality of all interactions.
• Meet customer operations expectations for after‑call and hold times, call quality, and other defined metrics.
• Document and maintain systematic records of calls and customer interactions with clear, accurate, concise notes.
• Develop and maintain positive customer relations and coordinate with others to ensure timely handling of requests.
• Maintain a neat, clean, professional appearance and observe the established dress code when applicable.
• Adhere to all company time, attendance, and punctuality policies and record accurate work hours in the designated time‑keeping system.
• Maintain confidentiality, information security, and ethical behavior when managing all company and member records.
• Attend and participate in required educational training sessions and team meetings.
• Perform other duties as assigned.

• Colorado resident.
• A high school diploma or equivalent.
• Two years of prior work‑related experience in an automated customer service center environment, or a combination of education and experience providing equivalent background.
• Strong oral, written, and interpersonal communication skills, problem‑solving and analytical skills, and the ability to interact with all levels of customers.
• Basic technical troubleshooting knowledge and proficiency with computer software and technology, including phone system, Microsoft Office (Word, Excel, Outlook).
• Ability to adapt to change and respond professionally to difficult situations.
• Working knowledge of customer care processes, techniques, and call protocol (inbound and outbound).
• Must be willing to submit and successfully pass a criminal background check.

• Ethernet connection required (no Wi‑Fi). A 50‑foot cable will be provided.
• Mobile hotspots, MiFi, and 4G/5G connections are not supported.
• Internet speed: download 1.5 Mbps, upload 1.5 Mbps, latency under 150 ms, jitter under 30 ms. Test at  or using the  mobile app.
• Home workspace must be separate from living space with a locking door (e.g., spare bedroom, study, basement).
• No distractions or background noise (children, other adults, pets, doorbells, music, TV, etc.).

• Currently working remotely.
• The Connect for Health Colorado office is in the North Tech Center area of Denver, near the intersection of I‑25 and I‑225.
• Work schedule may include non‑traditional hours, weekends, and evening events.
• Core office hours…