Medicare & Individual Marketing - Broker Support Marketing Liaison 175-1010

About the role

This position is part of a team that provides support to brokers and agents via email and phone communication. Support is provided for billing/invoice inquiries, eligibility inquiries, claims inquiries, and benefit verification. The Broker Support Marketing Liaison will foster a member-centric, performance-driven attitude to uphold Company culture and reputation.

Responsibilities

• Manage the Broker Support shared mailbox by responding to broker inquiries and coordinating with cross-functional teams to research and provide accurate, timely resolutions for billing, invoicing, eligibility, claims, and benefit verification requests.
• Respond to incoming and initiate outgoing calls with brokers and agents; address questions or concerns and provide effective solutions.
• Develop and maintain broker and agent relationships to verify enrollment and contracting information; obtain missing documentation or required information.
• Coordinate agent and broker onboarding and offboarding activities; track the completion of required product and compliance training.
• Track and update production and agent/agency data in applicable databases; compile and prepare associated reports for review.
• Perform client issue research and resolution; prepare client communications.
• Coordinate with team members, management, and customers to research, communicate, and resolve service issues involving enrollment, benefits, and agent contracting.
• Perform other job-related duties as assigned.

Requirements

• Demonstrated customer service, communication, and active listening skills, including professional telephone etiquette and effective verbal and written communication.
• Proficient in Excel and all Microsoft applications.
• Strong organizational skills, attention to detail, adaptability, and resourcefulness navigating complex or ambiguous situations.
• Ability to build collaborative relationships across departments and all levels of the organization while working effectively both independently and as part of a team.
• Ability to effectively prioritize and manage multiple assignments, exercise sound judgment, and consistently meet deadlines in a fast-paced environment.
• Successful completion of Health Care Sanctions background check.

Qualifications

• High school diploma or equivalent required.
• A minimum of three years of relevant and progressive experience; or an equivalent combination of education and job-related experience.
• Prior customer service experience preferred.
• Contact center or medical field experience preferred.
• Health insurance experience preferred.