Broker Concierge Sales and Service Associate II

CareSource; Kentucky; Hybrid; USD 41,000 - 66,000; Full time

Benefits offered by this job

Bonus potential

Job summary

CareSource's Broker Concierge Sales and Service Associate II provides high-touch support for top brokers, agencies and FMOs, handling complex pre- and post-enrollment issues including onboarding and billing questions until final resolution.

This role requires cross-department collaboration, proactive research, accurate data logging, and a strong customer-service mindset to ensure timely, effective problem solving for brokers and members alike.

Qualifications

• Three years of customer service or sales support experience.
• Experience with commercial insurance sales is preferred.
• State insurance license in Accident and Health may be required.
• Ability to navigate multiple systems and handle escalations.

Responsibilities

• Resolve pre- and post-enrollment issues for broker enrollees with focus on first-call resolution.
• Collaborate with other departments to resolve member and broker escalations.
• Document broker interactions in databases for tracking and analysis.
• Educate members on plan premiums, co-pays and enrollment processes.
• Provide education and guidance on CareSource exchange plans and product lines.

Skills

Customer service

Sales support

Phone etiquette

Communication skills

Time management

Problem solving

Independent work

Team collaboration

Education

High School diploma or GED

Associates degree preferred

Tools

CRM systems

Data extraction tools

Microsoft Windows

Job description

Job Summary

The Broker Concierge Sales and Service Associate II primarily serves as a dedicated operational advocate for CareSource's highest performing brokers, agencies and FMOs. Provides high-touch, personalized support by owning complex pre and post enrollment issues including member onboarding concerns, provider and network inquiries, benefit and eligibility questions, billing issues and general service escalations through final resolution.

This job description is not all inclusive. CareSource reserves the right to amend this job description at any time.

Essential Functions

Responsible for researching and resolving issues spanning the pre and post enrollment process for Broker enrollees with a focus on first call resolution or ongoing case management through resolution. Collaborates with the various departments virtually, to resolve member related issues and broker escalations, to provide a comprehensive resolution. Exercises independence to complete Broker related research, fulfillment, and inquiry requests efficiently and timely. Accesses and extracts data from a variety of primary and secondary sources and in a variety of formats as part of the resolution process. Conducts thorough research of ancillary vendors third party systems, health plan sites, portals, internal reference material, and custom tools to identify accuracy of information and identify root causes of issues. Responsible for timely and effective processing of any aging inventory of broker/member requests, to full resolution. Works closely with other business owners to identify root causes of issues and resolve barriers experienced by members. Accesses and understands all related benefit coverage resources, tools, and materials to respond to a member's inquiries and concerns correctly. Thoroughly logs all broker interactions into appropriate databases for purposes of accurate tracking and analysis. Troubleshoots escalated member related issues reported by brokers. Performs follow up calls to members and brokers for dental, pharmacy, and other benefit inquiries that were not a one call resolution, including processing pharmacy overrides and rejections for members/brokers. Adhere to all departmental and company policies and procedures. Assist prospective members with selecting and enrolling in the CareSource exchange health plan by educating members on our benefits and services, educating members on plan premiums, co-pays and coinsurance, answering all Healthcare Exchange inquiries, and assisting with the application process for enrollment. Serve as a subject matter expert on CareSource exchange healthcare plans and product lines. Perform any other job related duties as requested.

Education and Experience

High School or GED required, Associates degree preferred. Three (3) years of customer service, sales support or other related experience required. Commercial insurance sales experience preferred.

Competencies, Knowledge and Skills

Computer proficiency with knowledge and experience in a Windows environment. Typing speed of 35 words per minute (WPM). Maintain regulatory knowledge for compliance to ODI, CMS, and CareSource requirements. Strong written and verbal communication skills. Professional phone etiquette. Proper use of grammar. Ability to work in a fast paced environment. Adaptable to a constantly changing environment. Customer service experience. Solid self-management and time management skills. Ability to work effectively independently and within a team environment. Critical thinking and listening skills. Decision making and problem solving skills. Demonstrates confidence and positivity. Sales skills to meet enrollment objectives. Professional telemarketing skills.

Licensure and Certification

Current, unrestricted State Insurance license in Accident and Health in state of practice within state(s) of assigned territory may be required or ability to achieve license(s) within 30 days of hire required. If a Federally-Facilitated Marketplace (FMM) State, certification from the Health Insurance Marketplace and annual recertification each year thereafter required.

Working Conditions

General office environment; may be required to sit or stand for extended periods of time. Will work in a phone queue; Required to use general office equipment, such as a telephone, photocopier, fax machine, computer. Travel is not typically required.

Compensation Range

$41,200.00 - $66,000.00 CareSource takes into consideration a combination of a candidate's education, training, and experience as well as the position's scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee's total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type (hourly/salary)

Hourly

Organization Level Competencies

Fostering a Collaborative Workplace Culture Cultivate Partnerships Develop Self and Others Drive Execution Influence Others Pursue Personal Excellence Understand the Business

Equal Opportunity Statement

CareSource is an Equal Opportunity Employer. We are dedicated to fostering an environment of belonging that welcomes and supports individuals of all backgrounds.

Company Culture

Brand=CareSource The CareSource mission is known as our heartbeat. Just as we support our members to be the best version of themselves, our employees are driven by our mission to create a better world for members, stakeholders and providers. We are difference-makers who combine compassionate hearts with our unique business expertise to make every opportunity count. Each claim, each phone call, each consumer-centric decision is a chance to change the world for one member, and our employees look for ways to do that every day. The challenge is, there is no one right way to be the difference and we're looking for people like you that will rewrite that definition every day. We do what it takes to form creative solutions that make our community and the world just a little better. Discover what it means to be #UniquelyCareSource.