Broker Concierge Sales and Service Associate II

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

📋 Description

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

• Offer personalized, high-touch support by managing complex pre- and post-enrollment issues until final resolution.

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

• Collaborate remotely with various departments to address member issues and broker escalations.

• Efficiently and promptly complete broker-related research, fulfillment, and inquiry requests.

• Access and extract data from primary and secondary sources across various formats.

• Research ancillary vendors, third-party systems, health plan websites, portals, internal reference materials, and custom tools to ensure information accuracy and identify root causes.

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

• Work alongside business owners to pinpoint root causes and eliminate barriers faced by members.

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

• Record broker interactions in relevant databases for tracking and analysis purposes.

• Troubleshoot escalated member-related issues reported by brokers.

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

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

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

• Respond to Healthcare Exchange inquiries and help with enrollment applications.

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

• Perform additional related duties as assigned.

⛳️ Requirements

• High School diploma or GED is mandatory.

• At least three (3) years of experience in customer service, sales support, or a related field is required.

• Experience in commercial insurance sales is preferred.

• Proficient in computer use with experience in a Windows environment.

• Typing speed of 35 words per minute (WPM) is required.

• Maintain knowledge of regulatory compliance with ODI, CMS, and CareSource requirements.

• Strong written and verbal communication abilities.

• Professional phone etiquette is essential.

• Proper grammar usage is necessary.

• Ability to thrive in a fast-paced environment.

• Adaptability to a continuously changing environment is important.

• Customer service experience is a must.

• Excellent self-management and time management capabilities.

• Ability to work effectively both independently and as part of a team.

• Strong critical thinking and listening skills.

• Decision-making and problem-solving skills are needed.

• Demonstrates confidence and a positive attitude.

• Sales skills are necessary to achieve enrollment goals.

• Professional telemarketing skills are preferred.

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

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

• Work is typically in a general office environment; may be required to sit or stand for extended periods.

• Must be able to use general office equipment such as a telephone, photocopier, fax machine, and computer.

🏝️ Benefits

• Bonus tied to both company and individual performance may be available.

• A substantial and comprehensive total rewards package is offered.

• Remote work arrangements are available.

• Travel is generally not required.