Broker Support Representative (50581)

WHO WE ARE:

GlobalHealth is a fast-growing Medicare Advantage HMO health insurer. We aspire to be the employer of choice in our industry, attracting and retaining a highly talented workforce. Our passion is Genuine Care and Optimal Health for the members we serve. We are unique by providing high touch, high value and a partnership to our members. We go above and beyond to provide personalized, engaging, and responsive services to our members. We work hard to offer affordable health insurance coverage with the benefits people truly want and need. It is our hope to be more than just a health insurance company we want to be long-term partners with our members. We are looking for future employees who exude our core values of taking accountability through ownership, being driven, innovative and who have a passion for continuous learning.

WHO YOU ARE:

The Agent & Broker Support Representative leads by example and provides exceptional service to new and prospective members of GlobalHealth's insurance plans, as well as providing agents and members with maximum understanding of our plans while identifying solutions to fit their needs. This position interacts frequently with internal and external agents, as well as current and prospective members with the ultimate goal of achieving superior customer satisfaction levels. This position maintains and promotes a high standard for professionalism and call quality.

ESSENTIAL JOB FUNCTIONS:

• Conducts outbound calls to new members welcoming them to GH plan and existing members for retention efforts in accordance with approved scripts.
• Educates prospective/current members and agents on GH plans.
• Screens and qualifies leads, determining eligibility for Medicare Advantage plans, updating contact and demographic information, and referring qualified leads to licensed agents.
• Creates and documents all communication for members in HAX upon inbound/outbound calls.
• Assists in looking up in-network providers, facilities, medications, etc. to support the internal/external broker channel.
• Adherence to call design and call monitoring guidelines.
• Assists agents with applications as well as electronic enrollment platforms.
• Provides agent training for new and seasoned agents, as needed.
• Must maintain confidentiality of business information, including Protected Health Information (PHI), as required by HIPAA and company policy.
• Perform other duties as assigned.

REQUIRED QUALIFICATIONS:

• High school graduate or equivalent required
• Previous experience in customer service or a call center preferred
• 2+ years experience in a sales support role
• Oklahoma Health and Accident Insurance license preferred
• Must be available to work some evenings and weekends. Overtime may be mandatory based on business need.

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong attention to detail and good organization and time management skills, including ability to multi-task, learn new skills and reach set goals.
• Proficient in Microsoft software programs including Word, Excel, Outlook, Teams, and PowerPoint as well as Connecture, Broker 360, Healthaxis, Ascend.
• Proven ability to work independently or as a member of a team.
• Knowledge of Medicare Managed Care Plans required.
• Possess thorough knowledge of plans.
• Excellent communication skills, both verbal and written
• Excellent interpersonal skills (approachable, positive, motivated and go-getter attitude)
• Ability to manage relationships and expectations on various levels.
• Tactical problem solving and good communication and teamwork skills.
• Key performance indicators will include: time in queue, call quality and other metrics set forth by Manager.

WORK ENVIRONMENT:

Work is typically performed in an office or other equivalently good environment with rare presence of abnormal variations in temperature or exposure to outside conditions. Physical effort normally found in clerical work or the equivalent. Work is primarily sedentary; however, occasional handling of small objects (up to approx. 10 lbs.), and occasional walking or standing may be required.

TRAVEL:

There is no travel required for this position.

SUPERVISORY RESPONSIBILITY:

This position does not have any supervisory responsibilities.

OTHER DUTIES:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. However, listed are additional duties not previously covered:

• Makes requests to Agents for missing information and/or forms needed to complete Medicare enrollment requirements.
• Proactive Agent/Broker Outreach (contact agents/brokers where applications require change in plan selection, declinations, etc.)
• Point of contact for all external and internal agents for any questions regarding plan information, system education, member retention, etc.
• Assistance with commission breakdown including discrepancies in book of business, HRA compensation, plan change bonuses, etc.
• Develops and maintains positive customer relations and coordinates with various departments within the company to ensure requests and questions are handled appropriately and timely.
• Responds to prospective and current member calls and e-mails in a professional and efficient manner, utilizing inbound call scripts to ensure compliant with federal and state regulations.
• Requests for plan information/agent marketing material/supplies
• Verification of Low-Income Subsidy and Medicaid levels
• Assists with telephonic enrollments