Small Business Implementation Case Manager

Company Description The DC Health Benefit Exchange Authority (DCHBX) is an independent public agency created by the District of Columbia to design, implement, and operate DC Health Link, the Affordable Care Act online health insurance marketplace. Through a public-private partnership model, DCHBX promotes competition and transparency in the private health insurance market. DC Health Link allows individuals and small businesses in the District to compare health insurance plans, prices, and benefits. The organization focuses on expanding access to affordable, high-quality coverage for residents and small employers. DCHBX works collaboratively with stakeholders to improve the health insurance landscape in the Washington, DC area.Role Description The Small Business Implementation Case Manager is a full-time, on-site role based in Washington DC. This role supports small businesses as they implement health insurance coverage through DC Health Link, serving as a primary point of contact throughout the onboarding process. Typical responsibilities include guiding employers through initial and renewal application process, enrollment, coordinating with carriers and brokers, and ensuring accurate and timely case setup. The Case Manager responds to questions, resolves issues, and provides clear, consistent communication to small business clients, employees, brokers(staff) and general agencies(staff). The role also involves maintaining detailed records, monitoring compliance with relevant regulations, and collaborating with internal teams to improve processes and customer experience.QualificationsExperience in client services or account management, particularly supporting small businesses or employer groups, employees, brokers and general agencies.Knowledge of health insurance, benefits administration, or ACA marketplace operations.Strong organizational and case management skills, including the ability to manage multiple cases and deadlines.Clear, professional communication skills for phone, email, and in-person interactions with diverse stakeholders.Attention to detail and accuracy in data entry, documentation, and recordkeeping.Ability to learn and use CRM, enrollment platforms, and other case management systems.Demonstrated problem-solving skills and capacity to resolve issues in a timely, customer-centered manner.Ability to work collaboratively with cross-functional teams and external partners.Commitment to equity, inclusion, and providing non-discriminatory service to all customers.Relevant education such as a bachelor’s degree in business, public administration, health policy, or a related field, or equivalent professional experience.