Description:
The Broker Service Concierge Representative is responsible for providing dedicated operational support and expertise, as well as single point of service support (e.g., phone and e-mail inquiries, claims, enrollment, billing) to Elite Broker contacts (Brokers, General Agents, Agencies, etc.) and Account Management. Services for customized client accounts (those requiring handling of both SG and LG accounts, supporting regional plan offerings, have issues that are impacting multiple service areas such as claims, eligibility, etc. and provide onsite support as needed) with timely and effective response to broker/client service related concerns and issues.
How you will make an impact
- Keeps operational teams and sales teams appraised of any significant market issues.
- Keeps account management appraised of service related trends and issues, handles escalations and provides overall support to key broker service related issues and needs.
- Talks with dedicated Brokers about complex client issues by phone; email; or in person to ensure the best service possible.
- Answers dedicated broker inquiries regarding health plan or service issues.
- Responds to customer issues and investigates and resolves errors.
- Coordinates complaint resolution concerning billing or services rendered with appropriate department(s).
- Coordinates broker service needs with other departments as required to ensure the highest level of service and satisfaction.
- Assists and/or trains dedicated Brokers/Agencies on available electronic applications/tools to help support and manage their business.
- Regularly attends and participates in broker site visits as the need arises based on market request.
- Broker visits can be anywhere from quarterly to a couple times a year all depending on importance and the need.
- Seeks, understands and responds to the needs and expectations of internal and external customers.
Minimum Requirements
- HS diploma or equivalent and a minimum of 2 years of Broker Services experience and a minimum of 5 years related claims/customer service/enrollment and billing experience; or any combination of education and experience which would provide an equivalent background.