Partner Experience - Hybrid - Orange, CA

About the role

Alignment Health is a fast-growing company dedicated to serving seniors and those in need, focusing on chronic illness and frailty. We are looking for a Partner Experience Representative to join our team in Orange, CA.

Responsibilities

• Answer incoming broker support queue phone calls from contracted Agents during normal business hours.
• Research and resolve issues related to member services, benefits, commission payments, application status, and communications.
• Track webinar attendees and grade exams, updating Salesforce.com with status updates.
• Absorb and reconcile Agents' statuses based on submitted forms.
• Ensure the Partner Experience Queue meets defined service levels and covers breaks or meals appropriately.
• Code calls for issues such as RX issues, general benefits, application issues, payment commission issues, packet orders, trainings, and tests, verification of Part A and B, verification of Medi-Cal, network lookups, and provider issues.
• Promptly follow up via email with established brokers to ensure satisfaction, respond to queries, solicit further sales, and solve or refer problems to relevant internal departments or external partners.
• Identify and refer complex issues to appropriate internal departments or external partners like Florida Blue and Humana in North Carolina.
• Log calls into Salesforce.com with details on date, caller, issue nature, and resolution status.
• Conduct monthly verification of Agent licensure on the DOI website and update broker files accordingly.
• Make outbound calls for reservations, confirmations, and event communications, as well as coordinate venue arrangements for FMO meetings, training, and events.
• Create and maintain Sub-Agent files and Correct Certification and Re-Certification exams, filing ride-along evaluations and life licensure as required.
• Participate in Annual Election Period (AEP) and other events, maintaining attendance RSVP lists.

Requirements

• Minimum one (1) year of customer service/telemarketing experience.
• Preferred experience in the Medi-Cal, Commercial, or Medicare Managed Care industry.
• High School Diploma or GED.
• Preferred college courses.
• Knowledge of Medi-Cal, Commercial, and Medicare Managed Care Plans.
• Strong computer skills (Word, Excel, PowerPoint, Salesforce).
• Excellent communication and problem-solving skills.
• Ability to prioritize tasks and work in a fast-paced environment.
• Bilingual (English/Spanish) preferred.
• Licensure required: none.

Qualifications

• Experience in healthcare or insurance industry.
• Specialized skills: solid computer skills, effective communication, and problem-solving abilities.
• Reasoning skills: prioritization, advanced problem-solving, and organizational skills.
• Physical demands: regular sitting for long periods during Annual Enrollment Period.

Benefits

Not specified.

Schedule

Hybrid position with flexible working hours between 8:00am and 6:00pm, with some weekend requirements.

Pay

$41,600.00 - $57,600.00

Company Information

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.