This recruitment will remain open until July 2, 2026. It is in the applicant’s best interest to submit materials as soon as possible.

Make a Difference: Protect Consumers & Join Our Dynamic Team!

The Office of the Insurance Commissioner (OIC) seeks qualified individuals for the SHIBA Resource and Referral Specialist (Insurance Technician 3) position. This role is within the Statewide Health Insurance Benefits Advisor (SHIBA) – Consumer Protection Division and is based out of our Tumwater Office.

We are an employer of choice! Here’s why:

• Meaningful work: Ensure a healthy insurance market & protect Washington consumers.
• Impactful career: Make a daily difference in the lives of countless Washingtonians.
• Small agency, big opportunities: Gain a holistic understanding of our mission and build strong relationships with colleagues.
• Diversity, equity, and inclusion: OIC is committed to ensuring that all employees enjoy a respectful, safe, and supportive working environment - by fostering the inclusion of people from all backgrounds, cultures, and attributes.

About the Position

Make a difference in people's lives every day by helping consumers confidently navigate Medicare and health insurance options. As part of the SHIBA team, you'll empower individuals, families, and community partners with the information and resources they need to make informed healthcare decisions, access valuable cost-saving programs, and resolve complex insurance concerns. This dynamic role blends customer advocacy, research, outreach, and collaboration, offering the opportunity to support vulnerable populations while contributing to a statewide consumer protection mission.

In this position, you'll serve as a trusted resource for Medicare beneficiaries by providing personalized guidance on Medicare coverage, prescription drug plans, supplemental insurance options, and financial assistance programs. You'll help consumers overcome barriers to care, connect them with valuable resources, and work toward resolutions that can have a meaningful impact on their financial and healthcare well-being. Whether responding to inquiries, assisting with enrollments, or supporting individuals facing complex insurance challenges, your work will directly improve the lives of the people you serve.

Beyond consumer assistance, you'll play an important role in strengthening and advancing SHIBA's services. You'll collaborate with agency staff, volunteers, and community partners, participate in outreach and educational efforts, and contribute to process improvements that enhance program effectiveness. This role is ideal for someone who enjoys continuous learning, values public service, and thrives in an environment where no two days are exactly the same. If you're looking for a career where your expertise, compassion, and problem-solving skills can make a lasting difference, we encourage you to apply.

This recruitment may be used to establish a qualified pool of candidates for Insurance Technician 3 vacancies in the next sixty days.

This is a Washington General Service position. The monthly salary range for this position is $3,752 - $5,011.

Benefits & Perks

• Comprehensive benefits package: Health, dental, vision, retirement, paid leave (vacation, sick, etc.) and much more!
• Supportive work environment: We value diversity, professional growth, and collaborative atmosphere.
• Wellness programs: Invest in your well-being with on-site resources and initiatives.
• Work-life balance: Flexible schedules with telework opportunities.
• Public service fulfillment: Contribute to a cause that matters and feel the satisfaction of serving the public good.
• Training & Development: Continuously learn and grow with tuition reimbursement, Public Service Loan Forgiveness, and other programs.
• Free parking (Tumwater) & Public transportation pass (Thurston County): Save on commuting costs.
• And more! Explore our website for additional benefits: https://www.insurance.wa.gov

The duties of the position include but are not limited to:

• Respond to consumer inquiries received through hotlines, walk-ins, email, and other communication channels, ensuring timely and accurate assistance.
• Provide consultation and guidance to Medicare beneficiaries, consumers, families, and community partners regarding Medicare, Medicare Advantage, Medigap plans, prescription drug coverage, and available cost-saving programs.
• Assist consumers with applications and enrollment in Medicare Savings Programs, Low-Income Extra Help, and other financial assistance programs.
• Research, analyze, and resolve complex insurance-related issues by interpreting regulations, policies, and procedures and recommending appropriate actions.
• Document consumer interactions, inquiries, and case resolutions in agency databases and tracking systems.
• Collaborate with SHIBA staff, volunteers, and community partners to address consumer concerns and provide follow-up support on complex cases.
• Refer consumers to appropriate internal units, external agencies, or community resources when additional assistance is needed.
• Support public outreach and education efforts by assisting with presentations, community events, and distribution of consumer information.
• Maintain current knowledge of Medicare, insurance programs, consumer protection issues, and SHIBA policies and procedures through ongoing training and professional development.
• Identify opportunities to improve program processes, workflows, and consumer services and provide recommendations to leadership.
• Participate in cross-functional teams, special projects, and division initiatives to support agency goals and strategic priorities.
• Provide language access services or accommodation when certified and assigned in accordance with agency policies.
• Perform administrative, clerical, and other related duties as assigned to support program and division operations.

Contact Us: For inquiries about this position and its full duties, please contact us at Recruitment@oic.wa.gov and add the requisition number 2026-05290 and the job name to the subject line of your email.

Required Qualifications:

• Two (2) years of experience* as an Insurance Technician 1 or two (2) years of equivalent experience performing basic customer service over the phone or in writing, clerical duties, or casework.

OR

• One (1) year of experience* as an Insurance Technician 2 or one (1) year of equivalent experience performing detailed customer service over the phone or in writing, clerical duties, or casework.

OR

• Four (4) years of full-time equivalent experience* providing customer service or technical assistance in regulated, high-volume, or detail-oriented environments -such as insurance, healthcare, utilities, telecommunications, financial services, or similar fields.

• At least two (2) years must include experience entering data into software systems or databases to respond to customer inquiries.

Academic Degree Equivalency Chart

*A degree in public administration, social work, public health, business administration finance or related field from an accredited institution whose accreditation is recognized by the U.S. Department of Education or the Council of Higher Education Accreditation, or a foreign equivalent may be substituted for relevant experience. Proof of degree may be required prior to employment. If a degree was awarded outside of the United States, candidates must provide a credential evaluation report.

Required Knowledge, Skills and Abilities:

• Intermediate level skills in Microsoft Word, Excel and Outlook.

Preferred/Desired Qualifications:

• Fluent verbal communication skills in Spanish, Korean, Russin, Vietnamese, Mandarin,

• Cantonese, with the ability to score "Advanced Mid-skill level" on the oral proficiency assessment by the American Council for the Testing of Foreign languages.

• Bachelor's degree in business administration, public administration, law, public health, health administration, public administration, law, social work, public health, health administration or a related field.

• Two (2) or more years of verifiable experience interpreting and applying basic insurance rules and procedures to resolve customer questions and complaints.

• Two (2) or more years of experience in the insurance industry in Washington State.

Ready to join us?

Learn more about the OIC by visiting our website. We encourage you to check out our video below and listen to what our employees have to say about working here!

Welcome to the OIC

Submit your application today and take the first step towards a rewarding career at the OIC!

Cover Letter: Required

Resume: Required

• This position is represented by the Washington Federation of State Employees (WFSE).

• Wage/salary depends on qualifications or state rules of compensation (if currently a state employee).
• State law (RCW 48.02.090[5]) prohibits employees of the OIC from having any interest, directly or indirectly, in an insurance company other than as a policyholder. This prohibition includes the receipt of renewal commissions. If employment is accepted with this agency, you agree to abide by this state law.
• Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.
• If claiming veteran status, please send your DD 214 to recruitment@oic.wa.gov with IT3_2026-05290 in the subject line.Please do not attachthe DD214 to your application materials. Please black out personally identifiable data such as social security numbers.
• The Office of Insurance Commissioner is an equal opportunity employer, does not discriminate on the basis of age, sex, marital status, sexual orientation, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained service animal by a person with a disability. Persons requiring reasonable accommodation in the application process or requiring information in an alternative format may contact the recruitment team at Recruitment@oic.wa.gov. Those with a hearing impairment in need of accommodation are encouraged to contact the Washington Relay Service at 1-800-676-3777 or www.washingtonrelay.com.
• If you are having technical difficulties creating, accessing (log in, password or email issues) or completing your application (error messages), please call toll-free at (855) 524-5627.
• Contact us: For inquiries about this position, please contact us at recruitment@oic.wa.gov.