Medicare & Individual Marketing - Broker Support Marketing Liaison 176-1010

About the role

This position is part of a team that provides support to Brokers via email and phone communication. Support is provided for billing/invoice inquiries, eligibility inquiries, claims inquiries, and benefit verification. As a Broker Support Marketing Liaison, you are expected to foster a member-centric, performance-driven attitude to uphold the company’s culture and reputation for caring for members.

Responsibilities

• Monitor and respond to requests sent to the Broker Support shared email.
• Coordinate with several internal departments to gather information and provide appropriate responses.
• Answer incoming calls from Brokers/Agents.
• Initiate outgoing calls to brokers/agents.
• Develop relationships with agent contacts for validation of or to request missing information.
• Perform detailed technical work as well as client communication.
• Understand and demonstrate project management skills such as managing the quality and timeliness of client deliverables, participating in client calls and meetings as appropriate, and assisting with the preparation and delivery of clear and concise client-friendly communications.
• Be highly organized with an aptitude for details.
• Interface with team members, management, and customers in reference to service issues.
• Use effective listening skills to understand the needs and complaints of the caller to offer the best possible solution and ensure the caller feels supported and valued.
• Perform other job-related duties as assigned.

Qualifications

• Exceptional telephone manner, customer service skills, active listening skills, verbal, and written communication skills.
• Strong time management skills and decision-making skills.
• Proficient in Excel and all Microsoft applications.
• Use initiative to identify and overcome obstacles, manage through ambiguity, remain focused and highly productive.
• Work cross-functionally and at all levels as both a self-starter and in a team environment.
• Think and work independently, critically, creatively, analytically, and with sound judgment.
• Simultaneously manage multiple assignments while maintaining composure, good judgment, and commitment to deadlines.
• Successful completion of a Health Care Sanctions background check.

Education/Experience

• High school diploma or equivalent required.
• 3+ years of relevant and progressive experience or equivalent combination of education and job-related experience.
• Minimum two years customer service experience with direct interactions with customers or equivalent educational experience.
• Customer service and direct customer interaction experience preferred.
• Contact center or medical field experience preferred.
• Health insurance experience preferred.