Broker Concierge Sales and Service Associate II

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Act as a primary operational advocate for CareSource's top brokers, agencies, and FMOs.

• Deliver high-touch, customized support for intricate pre- and post-enrollment issues until they reach a resolution.

• Investigate and address broker enrollee issues, prioritizing first-call resolution or ongoing case management.

• Collaborate remotely with various departments to address member-related concerns and broker escalations.

• Efficiently and promptly fulfill broker-related research and inquiry requests.

• Access and obtain data from primary and secondary sources in different formats.

• Research ancillary vendors, third-party systems, health plan websites, portals, internal reference materials, and custom tools.

• Manage the aging inventory of broker/member requests to resolution.

• Identify root causes and eliminate barriers faced by members in collaboration with other business owners.

• Utilize benefit coverage resources, tools, and materials to provide accurate responses to inquiries.

• Document broker interactions in relevant databases for tracking and analytical purposes.

• Troubleshoot escalated member-related issues reported by brokers.

• Conduct follow-up calls for dental, pharmacy, and other benefit inquiries, including pharmacy overrides and rejections.

• Assist prospective members in selecting and enrolling in CareSource exchange health plans.

• Educate members on benefits, services, premiums, co-pays, and coinsurance.

• Address Healthcare Exchange inquiries and support enrollment applications.

• Act as a subject matter expert on CareSource exchange healthcare plans and product offerings.

• Perform additional related duties as required.

⛳️ Requirements

• High School diploma or GED is required.

• A minimum of three (3) years of customer service, sales support, or related experience is required.

• Proficient in computer usage with knowledge and experience in a Windows environment.

• Typing speed of at least 35 words per minute (WPM).

• Maintain up-to-date regulatory knowledge for compliance with ODI, CMS, and CareSource standards.

• Excellent written and verbal communication skills.

• Professional phone etiquette.

• Correct grammar usage.

• Capability to thrive in a fast-paced environment.

• Flexibility to adapt to a continuously changing environment.

• Previous customer service experience.

• Strong self-management and time management abilities.

• Effectiveness in both independent and team-oriented work settings.

• Critical thinking and active listening skills.

• Proficient decision-making and problem-solving skills.

• Sales acumen to achieve enrollment objectives.

• Professional telemarketing skills.

• A current, unrestricted State Insurance license in Accident and Health in the state of practice within assigned territories may be required or the ability to obtain the license(s) within 30 days of hire is preferred.

• Certification from the Health Insurance Marketplace along with annual recertification thereafter is preferred for states in the Federally-Facilitated Marketplace.

🏝️ Benefits

• Bonus linked to both company and individual performance.

• Comprehensive total rewards package.

• Support for employee well-being.