Issue Management Specialist
Minneapolis, MN
Operations /
Full Time /
Hybrid
Hi, we’re Gravie. Our mission is to improve the way people purchase and access healthcare through innovative, consumer-centric health benefit solutions that people can actually use. Our industry-changing products and services are developed and delivered by a diverse group of unique people. We encourage you to be your authentic self - we like you that way.
About the Role:
As an Issue Management Specialist focused on ICHRA operations, you will serve as the central point of coordination for escalated issues across our health benefits ecosystem. You’ll work cross-functionally with a number of internal teams (Account Management, Sales, Member Services, Applications, Carrier Relations, and Payments) to ensure escalations are resolved quickly, accurately, and within service-level expectations. Your work will directly impact member satisfaction, operational efficiency, and carrier relationships. If you're detail-oriented, operationally savvy, and passionate about continuous improvement, we want to hear from you.
You Will:
● Manage all issue escalations from internal teams (AMs, Sales, Gravie Care) and route them appropriately via Salesforce Cases and Tasks.
● Ensure all tasks and escalations are accurately categorized, prioritized, and assigned to the correct internal queues (Applications, Carrier Relations, Payments).
● Monitor the intake queue and uphold internal SLAs for response and resolution times.
● Track and analyze escalation trends, generating regular performance reports and dashboards for leadership.
● Manage and report on monthly KPIs, highlighting issue volume, resolution speed, and team responsiveness.
● Partner with operational and product teams to identify root causes of repeat issues and recommend long-term solutions.
● Participate in cross-functional initiatives to enhance processes, tools, and customer experience.
● Demonstrate commitment to our core competencies of being authentic, curious, creative, empathetic and outcome oriented.
You Bring:
● 3+ years of experience in health insurance operations, benefits administration, or issue management—preferably in ICHRA or HRA environments.
● Strong understanding of Salesforce (Cases, Tasks, and reporting).
● Excellent organizational and time-management skills with high attention to detail.
● Proven ability to manage competing priorities in a fast-paced environment.
● Strong written and verbal communication skills; comfortable interacting with both internal teams and leadership.
● Data-driven mindset with the ability to interpret trends and make process recommendations.
● A proactive, collaborative, and solution-oriented approach to problem-solving.
● Comfort with ambiguity and a self-directed, self-motivated approach.
Extra Credit:
● Experience working with ICHRA plans or reimbursement-based benefits models.
● Familiarity with carrier data exchange processes or enrollment workflows.
● Salesforce Admin or related certification.
● Experience in a startup or growth-stage healthtech environment.
● Exposure to SLAs, KPIs, and operations analytics tools (e.g., Looker, Tableau, Excel Power Query).
● Bachelor’s Degree or equivalent administrative and data entry experience
● Project Manager experience and certification
Gravie:
In order to transform health insurance and build a health plan everyone can love, we need talented people doing amazing work. In exchange, we offer a great overall employee experience with opportunities for career growth, meaningful mission-driven work, and an above average total rewards package.
The salary range for this position is $49,900 - $83,100 annually. Numerous factors including, but not limited to, education, skills, work experience, certifications, etc. will be considered when determining compensation. In addition to base salary, this position is also eligible to participate in Gravie’s annual bonus program.
Our unique benefits program is the gravy, i.e., the special sauce that sets our compensation package apart. In addition to standard health and wellness benefits, Gravie’s package includes alternative medicine coverage, flexible PTO, up to 16 weeks paid parental leave, paid holidays, a 401k program, cell phone reimbursement, transportation perks, education reimbursement, and 1 week of paid paw-ternity leave.
A Little More About Us:
● We know healthcare. Our company was founded and is still led by industry veterans who have started and grown several market-leading companies in the space.
● We have raised money from top tier investors who share the same long-term vision as we do of building an industry defining company that will endure over the long run. We are well capitalized.
● Our customers like us. Our revenue churn is in the low single digits, in an industry where greater than 20% churn is common.
● Our culture is unique. We tend to be non-hierarchical, merit-driven, opinionated but kind people who thrive working in a high-performance, fast-paced environment. People at Gravie care deeply about making a positive impact in the lives of the people we serve. We may not be the right place for everybody, but if you get energized by doing work every day that focuses on putting consumers at the front of the line, we could be a great place for you. It takes unique people and diverse perspectives to deliver our results. We encourage you to be your authentic self – we like you that way.
