Broker Support Representative (50774)

About the role

The Agent & Broker Support Representative plays a crucial role in GlobalHealth's mission to provide high-touch, high-value services to members and agents. This position interacts frequently with both internal and external parties, aiming to enhance customer satisfaction and promote the understanding of GlobalHealth's plans.

Responsibilities

• Conducts outbound calls to new members and existing members for retention efforts, following approved scripts.
• Educates prospective and current members and agents about GlobalHealth plans.
• Screens and qualifies leads, 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.
• Aids in looking up in-network providers, facilities, medications, etc., to support the internal/external broker channel.
• Maintains adherence to call design and call monitoring guidelines.
• Assists agents with applications and electronic enrollment platforms.
• Provides agent training for new and seasoned agents, as needed.
• Maintains confidentiality of business information, including Protected Health Information (PHI).
• Performs other duties as assigned.

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.
• Available to work some evenings and weekends. Overtime may be mandatory based on business need.

Required Qualifications

• Strong attention to detail and good organization and time management skills.
• Proficient in Microsoft software programs including Word, Excel, Outlook, Teams, and PowerPoint.
• Knowledge of Medicare Managed Care Plans required.
• Excellent communication skills, both verbal and written.
• Proven ability to work independently or as a member of a team.
• Tactful problem-solving and good communication and teamwork skills.

Key Performance Indicators

• Time in queue.
• Call quality.
• 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

No travel required for this position.

Supervisory Responsibility

This position does not have any supervisory responsibilities.

Other Duties

• 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.
• Assists 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 compliance with federal and state regulations.
• Requests for plan information/agent marketing material/supplies.
• Verification of Low-Income Subsidy and Medicaid levels.
• Aids in telephonic enrollments.