What are the responsibilities and job description for the Broker Support Representative I (Remote) position at CareFirst BlueCross BlueShield?
Resp & Qualifications
Candidates must live in the MD, DC, Northern VA area in order to travel into the offices or broker sites occasionally.
Purpose
Provide technical and operational support to top-producing brokers, serving as the primary internal contact for all customer support needs. This role is essential to maintaining broker satisfaction, performance metrics, business retention and growth.
Essential Functions
Education Level: High School Diploma or GED.
Experience: 1 year customer service experience in health insurance field.
Preferred Qualifications
Salary Range: $45,648 - $83,688
Salary Range Disclaimer
The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).
Equal Employment Opportunity
CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Federal Disc/Physical Demand
Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.
Physical Demands
The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.
Sponsorship in US
Must be eligible to work in the U.S. without Sponsorship
Candidates must live in the MD, DC, Northern VA area in order to travel into the offices or broker sites occasionally.
Purpose
Provide technical and operational support to top-producing brokers, serving as the primary internal contact for all customer support needs. This role is essential to maintaining broker satisfaction, performance metrics, business retention and growth.
Essential Functions
- Deliver proactive customer service to brokers, resolving service issues and preventing potential problems before they escalate.
- Coordinate with internal departments to address operational issues such as claims, eligibility and benefits questions, systems issues, and benefit administration matters.
- Participate in and/or facilitate service-related meetings, training sessions, and operational meetings for partner agencies, which may include onsite broker support.
- Provide telephone and email support for designated high-performing agencies.
- Support sales teams as required to address customer issues.
- Serve as the operational liaison between customers and internal departments.
- Conduct regular, proactive outreach to resolve outstanding broker, account, and vendor issues.
- Collaborate with operations to resolve claims and eligibility issues.
- Resolve service issues, member complaints, and escalations by coordinating across internal departments, external vendors and partners.
- Support other team members as required to resolve customer issues and questions as required.
- Maintain accurate documentation and reporting on broker account activities, service metrics, and issue resolution.
- Monitor individual performance against key performance indicators, ensuring work is completed within corporate SLA targets.
Education Level: High School Diploma or GED.
Experience: 1 year customer service experience in health insurance field.
Preferred Qualifications
- Healthcare industry experience.
- Demonstrated knowledge of health insurance operations and customer service.
- Active Life & Health Producer's License.
- Strong prioritization and time management skills with ability to handle multiple demands and unplanned events/projects.
- Excellent written and verbal communication skills.
- Advanced interpersonal, analytical, and problem-solving abilities.
- Proven ability to negotiate and manage customer relationships and expectations.
Salary Range: $45,648 - $83,688
Salary Range Disclaimer
The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).
Equal Employment Opportunity
CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Federal Disc/Physical Demand
Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.
Physical Demands
The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.
Sponsorship in US
Must be eligible to work in the U.S. without Sponsorship
Salary : $45,648 - $83,688