Benefit Services - Member Fulfillment

About the Role:

When a small business owner signs up with Gusto, they're trusting us with their team's health coverage. As a Member Fulfillment Specialist, you're the link between our customers and their health insurance carriers — ensuring their benefits are delivered accurately and on time. You'll work across carrier portals, Salesforce, and Gusto's internal systems, and lean into AI tools to work smarter. If you take pride in getting the details right and helping customers get the coverage they deserve, this role is for you.

About the Team:

Member Fulfillment is the team that ensures the promise of benefits becomes reality. We sit between health insurance carriers and Gusto's customer-facing teams, shepherding employer and employee benefits across the finish line.

We measure ourselves on doing it right and doing it on time — because for the customers we serve, "late" or "wrong" isn't an inconvenience, it's a missed prescription, a delayed procedure, or a stressful call to HR. We take that seriously, and we have a lot of fun doing it together.

As an AI-native company, we don't just use technology—it’s the backbone of how we work. We expect all team members to demonstrate digital fluency and a proactive approach to leveraging AI tooling to enhance accuracy, speed, and communication. At Gusto, every team member contributes to a significant daily impact on the lives of those we serve.

Here’s what you’ll do day-to-day:

• End-to-End Enrollment: Manage the intake, submission, and confirmation of group health insurance selections for both employees and employers, ensuring all carrier documentation is accurate and complete.
• Carrier Liaison: Master carrier-specific portals and requirements to efficiently process orders and navigate approval workflows.
• Eligibility & Compliance: Review customer data against carrier eligibility standards to proactively mitigate errors and ensure high-quality plan adherence.
• Cross-Functional Collaboration: Here's a cleaned-up version:
• Cross-Functional Collaboration: Partner with teams across the org — including Licensed Benefits Advisors and Benefits Care — to deliver benefits in full and on time, year-round.
• Resolution Management: Act as the primary point of contact for follow-up requests from carriers, resolving information gaps or plan changes with urgency.
• Process Optimization: Identify and escalate opportunities for workflow enhancements, using your expertise to increase team efficiency and accuracy.
• Expert Communication: Provide clear, professional guidance on healthcare enrollment to customers and internal partners via written and verbal channels.

Here’s what we're looking for:

• Professional Experience: 6 months to 2 years of professional work experience, ideally within healthcare, health insurance brokerage, or a fast-paced startup environment.
• Technical Fluency: Proficient in Google Workspace, Microsoft Office, Adobe, and Salesforce; as an AI-native company, you will be expected to lean into and master emerging AI tools to drive efficiency.
• Data-Driven Mindset: Proven success in metrics-based roles where data accuracy and hitting KPIs are central to customer success.
• Administrative Precision: Strong background in high-volume data entry and processing administrative tasks under tight deadlines and seasonal peaks.
• Communication & Collaboration: Excellent cross-team communication skills with experience managing professional interactions with external company partners.
• Adaptability: A skilled problem-solver who is comfortable navigating ambiguity and can pivot quickly in a dynamic operational setting.
• Self-Directed Execution: Highly self-motivated and capable of working both autonomously and collaboratively to meet individual and team goals.

Our cash compensation range for this role is $20.50–$23.08 per hour in Denver. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amounts listed above.