Direct Interactions Jobs (NOW HIRING)

Headquartered in Seattle, Direct Interactions operates contact centers across the country with a team of U.S.-based representatives. We are committed to creating accessible work opportunities and offer work-from-home positions to a diverse range of individuals, including people with disabilities, veterans, and military spouses.

Direct Interactions partners with organizations and government agencies to deliver high-quality public services through compassionate, experienced contact center teams. Our representatives use their skills and personal experiences to help individuals navigate complex challenges and access the support they need.

At Direct Interactions, we believe meaningful work and a healthy work-life balance go hand in hand. Whether you have years of contact center experience or are beginning your career, we provide opportunities to make a positive impact while being part of a supportive team.

About the Position
The Member Service Specialist provides professional and compassionate support to members by assisting them with questions regarding their health benefit accounts during open enrollment. The specialist serves as a primary point of contact for members, helping them understand and manage benefits while providing accurate information and resolving account-related questions. This position requires strong communication and active listening skills, attention to detail, advanced computer proficiency, and the ability to navigate multiple systems while assisting members. This is a remote, seasonal position supporting open enrollment. Schedules are established in advance and are fairly rigid. Team members must be available to work their assigned schedule consistently throughout the assignment. High-performing team members may have the opportunity to remain with Direct Interactions after open enrollment on an as-needed basis, based on business needs and performance. 

What’s Next?

If you are eligible and selected for an interview, we will contact you via email to schedule a time. Please continue monitoring your inbox for further correspondence.

Qualifications

• High school diploma or equivalent preferred

• Previous customer service, call center, healthcare, benefits, or member services experience preferred

• Must pass a background check 

Requirements

• Excellent verbal communication and active listening skills 

• Must type at least 30 WPM 

• Strong customer-service and problem-solving abilities 

• Advanced computer skills and the ability to learn and navigate multiple systems 

• Ability to multitask while speaking with members and researching information 

• Strong attention to detail and accuracy 

• Ability to work independently and effectively in a remote/work-from-home environment 

• Ability to maintain a consistent attendance record and adhere to an assigned schedule 

Essential Functions

In this role, you are expected to model ethical and professional behavior at all times while carrying out your responsibilities in alignment with organizational training, service standards, confidentiality requirements, and information protection policies. You will professionally and effectively respond to incoming calls from members, addressing questions and concerns regarding their health benefit accounts with care, accuracy, and patience. Using multiple systems, you will access and review member account information, follow established procedures, and provide clear, informed guidance regarding benefit programs. Throughout each interaction, you will serve as an advocate for the member, ensuring their needs are fully understood and addressed while maintaining the confidentiality and security of their information. 

• Answer incoming calls from members regarding their health benefit accounts 

• Assist members with questions related to HSAs, FSAs, HRAs, and other benefit programs 

• Verify and review member account information using multiple systems 

• Explain benefit information, account details, and applicable procedures clearly and accurately 

• Listen carefully to understand and identify the member’s questions, concerns, and needs 

• Research account information and resolve member inquiries using established procedures 

• Document member interactions and relevant account information accurately 

• Provide professional support, guidance, and reassurance during member interactions 

• Protect confidential member and benefit information in accordance with company policies 

• Make outbound calls when needed to assist with member inquiries or follow-up needs 

Training (please convert all times to reflect in your time zone)

Training and nesting are required for this position. 

Orientation: Date and time TBD; approximately 1 hour 

Training: 3 consecutive weeks, Monday–Friday  Dates and Times: TBD 

Nesting: 1 week following completion of training 

• Orientation, training and nesting are paid events 

• Training and nesting schedules are assigned and attendance is required 

Training and nesting schedules are tentative and subject to change. All dates and times will be communicated to selected candidates and converted to the applicable time zone. 

Pay Rate

• $15.00 per hour

• This is an W2 employee position

• Biweekly pay via direct deposit

Shifts 

• 40 hours per week; Monday–Friday 

• Assigned schedule between 8:00 AM and 6:00 PM Eastern Time 

• Schedules are set in advance  

• Consistent availability for the assigned schedule is required 

• This is a seasonal position primarily supporting open enrollment 

Top performers may have an opportunity to remain after open enrollment on an as-needed basis, depending on business needs 

Technical Requirements

A company-provided computer will be supplied for this position along with a USB corded headset. Candidates are responsible for meeting the internet requirements below: 

• High-speed Internet via a hard-wired Ethernet connection 

• No Wi-Fi, satellite, cellular hotspot, cellular internet, or T-Mobile Home Internet 

• US-based Internet Service Provider (ISP) 

• At least 25 Mbps download speed 

• At least 3 Mbps upload speed 

• Latency of 200ms or less 

• Jitter of 50ms or less 

• Packet loss of 1% or less