Position Overview:

Bloom, the insurance industry’s trusted growth partner, is seeking a dedicated and customer-focused Health Plan Advocate (HPA) to serve as the first point of contact for beneficiaries, brokers, and ACA-related inquiries. This role is responsible for triaging calls, resolving customer service issues, supporting enrollment and broker questions, and routing inquiries appropriately while delivering an exceptional customer experience.

We are looking for an exceptional individual who can:

• Serve as the first point of contact for inbound inquiries related to Medicare, ACA, broker, and general customer service needs
• Identify caller needs, provide approved information, and determine appropriate routing or escalation
• Respond to high volumes of inbound and outbound calls, including beneficiary outreach
• Provide general information regarding processes, timelines, eligibility, and required documentation
• Deliver first-level resolution to customer issues whenever possible
• Respond to inquiries through approved channels
• Assist with enrollment and application status requests when needed
• Provide process guidance, administrative support, and portal navigation assistance
• Coordinate callbacks and follow-up activities as needed
• Escalate complex, licensed, compliance-sensitive, or contracting-related inquiries
• Capture and document all interactions accurately in designated systems
• Maintain detailed records of customer and broker interactions
• Schedule callbacks and ensure timely follow-up
• Perform other duties as assigned

Qualifications: 

• High school diploma or equivalent required
• 1+ year of call center or customer service experience preferred
• Healthcare, Medicare, ACA or insurance experience preferred

Required Skills and Abilities: 

• Strong verbal and written communication skills
• Excellent customer service and active listening skills
• Ability to manage high call volumes in a fast-paced environment
• Strong problem-solving and decision-making skills
• Proficiency navigating multiple systems and basic computer applications (Microsoft Office)
• Ability to maintain professionalism and composure under pressure
• Bilingual (English/Spanish) is a plus
• Positive, team-oriented, and solutions-driven mindset

What We Offer

Bloom operates with a people-first culture, which means listening to our employees to provide the benefits that mean the most to them. Our competitive compensation, comprehensive health coverage, long-term growth opportunities, and remote work environment are among the reasons that many of our employees have been with us since the beginning of our business. BeBloom™, our proprietary employee training and engagement program, helps you learn our business model and immerse yourself in everything our culture has to offer from day 1. From virtual live events to mentorship and leadership programs and employee-led councils, there are countless opportunities to get involved, build connections, and share your voice – because at Bloom, the real you belongs here.

Core Values:

1. Put People First: Uphold and promote a people-first culture within the organization, emphasizing empathy, kindness, and a commitment to making a positive difference.
2. Be Stronger Together: Embrace a team player mentality, leveraging the strengths of yourself and others to collaborate as one team.
3. Do What’s Right: Adhere to high ethical standards, acting with integrity to do what’s right for partners, customers, and colleagues.
4. Embrace a Growth Mindset: Embrace a culture of continuous learning, education, and professional development.
5. Drive Solutions: Demonstrate ingenuity and skill by sharing ideas and solutions that drive our mission forward.

About Bloom

Bloom is a third-party insurance services provider that partners with Medicare health plans to enable high-quality Medicare enrollment and drive earlier health plan activation. Founded in 2007, Bloom has partnered with national and regional payers to implement solutions for every step of the member journey, from telesales and quote & enroll to health activation outreach. Supported by its Ascend technology platform, Bloom produces closer connections and better outcomes for Medicare beneficiaries and health plan stakeholders to deliver High Value Enrollment.