Broker Concierge Sales and Service Associate II

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

📋 Description

• Investigate and resolve intricate pre- and post-enrollment challenges for broker enrollees through either first-call resolution or case management.

• Engage collaboratively with various departments to address member issues and broker escalations.

• Fulfill broker-related research, requests, and inquiries effectively.

• Retrieve and extract data from both primary and secondary sources in a range of formats.

• Examine vendors, third-party systems, health plan websites, portals, reference materials, and custom tools to ascertain the accuracy of information and identify root causes.

• Manage and process aging broker/member request inventory until full resolution is achieved.

• Collaborate with business owners to uncover root causes and eliminate barriers to member service.

• Utilize benefit coverage resources to accurately address inquiries.

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

• Troubleshoot escalated member issues that brokers have reported.

• Conduct follow-up calls for unresolved inquiries related to dental, pharmacy, and other benefits.

• Process pharmacy overrides and rejections as needed.

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

• Provide education to members regarding benefits, services, premiums, co-pays, and coinsurance.

• Address Healthcare Exchange inquiries and assist with enrollment applications.

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

• Carry out additional related tasks as requested.

⛳️ Requirements

• High School diploma or GED is required.

• An Associate degree is preferred.

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

• Experience in commercial insurance sales is preferred.

• Proficiency in computer systems within a Windows environment.

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

• Maintain up-to-date knowledge of regulatory requirements for ODI, CMS, and CareSource.

• Excellent written and verbal communication skills.

• Professional phone etiquette and command of proper grammar.

• Ability to thrive in a fast-paced, ever-changing environment.

• Experience in customer service.

• Strong self-management and time-management abilities.

• Capability to work both independently and collaboratively within a team.

• Proficient in critical thinking, listening, decision-making, and problem-solving.

• Exhibits confidence and positivity.

• Possesses sales skills to achieve enrollment goals.

• Professional telemarketing skills are advantageous.

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

• For those in Federally-Facilitated Marketplace states, obtaining Health Insurance Marketplace certification and completing annual recertification is required.

🏝️ Benefits

• Base salary ranging from $41,200.00 to $66,000.00.

• Potential eligibility for a bonus linked to both company and individual performance.

• Comprehensive and substantial total rewards package offered.

• Support for employee total well-being is provided.