Broker Support Representative I - Medicare (Remote)

CareFirst, Inc.; Baltimore (MD); Remote; USD 46,000 - 84,000; Full time

Job summary

CareFirst, Inc. is seeking a candidate to provide front-line operational and administrative support to Medicare brokers and agencies in the Baltimore area.

The role involves responding to routine inquiries, maintaining broker records, and assisting with onboarding, enrollment, and commission processing. The ideal candidate has at least 1 year of health insurance customer service experience and knowledge of Medicare processes; Life & Health Producer licenses are a plus.

Qualifications

• High School Diploma or GED required.
• 1 year of customer service experience in health insurance required.
• Medicare experience preferred.
• Active Life & Health Producers Licenses preferred.

Responsibilities

• Provide front-line operational and administrative support to Medicare brokers and agencies, responding to routine inquiries and maintaining broker information.
• Assist with onboarding, enrollment, commissions, licensing documentation, and enrollment status; support with broker portal access and technology questions.
• Document broker interactions in CRM and coordinate routine communications with internal teams to ensure timely issue resolution.

Skills

Customer service

Health insurance knowledge

Communication skills

Problem solving

Education

High School Diploma or GED

Job description

Resp & Qualifications

PURPOSE

This position is responsible for providing front-line operational and administrative support to Medicare brokers and agencies, responding to routine inquiries, maintaining accurate broker information and assisting with onboarding, enrollment, commissions, technology and general broker servicing.

ESSENTIAL FUNCTIONS

• Provides customer-facing service and front-line support to brokers and agencies, proactively assisting with routine service needs and inquiries. Supports broker onboarding, licensing and documentation, application and enrollment status, commission inquiries, demographic and account updates, and general operational questions. Resolves routine service problems using established procedures and escalates more complex issues to Broker Support II as appropriate. Interacts with internal departments to coordinate matters involving service, systems, benefit administration, enrollment, and other broker-related needs.
• Provides telephone, email, and shared mailbox support for brokers and agencies, ensuring inquiries are documented, routed, and addressed in a timely manner. Assists with broker portal access and other technology-related questions, providing basic troubleshooting and guidance on available tools and resources. Supports Sales with sales materials, resources, enrollment activities, and Annual Enrollment Period (AEP) readiness and administrative support. Interacts with internal departments, vendors, and other business partners to coordinate routine service and enrollment needs.
• Serves as an operational liaison for brokers and agencies by providing routine broker communications, follow-up, and issue resolution. Documents broker interactions, inquiries, and cases within the CRM and other designated systems, ensuring accurate case tracking and appropriate follow-through. Provides routine assistance related to compliance documentation, licensing requirements, applications, enrollment status, and account maintenance, while escalating issues requiring additional expertise or authority to Broker Support II or other appropriate internal partners.
• Keeps appropriate Operations, Sales, Enrollment, Service, and other internal partners informed of issues, updates, and changes affecting brokers and agencies. Coordinates routine communications regarding operational processes and procedures, broker account and demographic updates, enrollment matters, and available sales and support resources. Assists with maintaining required broker, licensing, compliance, and account documentation and ensures information is accurately entered and updated within designated systems.
• Maintains routine statistical reports, broker and agency records, CRM documentation, case information, and other required operational data. Performs data entry and record maintenance to support accurate reporting and timely follow-up on broker inquiries and outstanding issues. Assists with AEP readiness, administrative activities, application and enrollment tracking, commission inquiries, and compliance-related documentation. Monitors open items to support timely resolution and escalates complex or unresolved matters to Broker Support II as appropriate.

QUALIFICATIONS

Education Level: High School Diploma or GED.

Experience: 1 year customer service experience in health insurance field.

Preferred Qualifications:

• Medicare experience.
• Broad knowledge of CareFirst organization and operations.
• Active Life & Health Producers Licenses.

Knowledge, Skills and Abilities (KSAs)

• Must be able to evaluate demands on a timely basis, establish and manage multiple priorities, and respond appropriately to unplanned events/projects.
• Excellent written and verbal communication, interpersonal, analytical, and problem-solving skills.
• Must have the ability to negotiate and manage customer relationships and expectations.
• Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.

Salary Range

$45,648 - $83,688

Salary Range Disclaimer

The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).

Department

Medicare Sales

Equal Employment Opportunity

CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of theCompany to provide equal employment opportunities to allqualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Federal Disc/Physical Demand

Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.

PHYSICAL DEMANDS

The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.

Sponsorship in US

• Must be eligible to work in the U.S. without Sponsorship

#LI-KL1