Broker Support Representative II - Medicare (Remote)

CareFirst BlueCross BlueShield; Baltimore (MD); On-site; USD 49,000 - 90,000; Full time

Job summary

CareFirst BlueCross BlueShield in Baltimore, MD is seeking an experienced operations specialist to provide advanced support to Medicare brokers and agencies across the broker lifecycle. You will manage escalations for enrollment, contracting, commissions, and servicing, and coordinate with internal teams to ensure broker productivity, retention, compliance, and operational performance.

In this role you will monitor KPIs, SLAs, and service trends, maintain CRM data integrity, and support broker

Qualifications

• Education Level: High School Diploma or GED.
• Experience: 3 years customer service experience in health insurance field.
• Medicare experience preferred.
• Active Life & Health Producers Licenses preferred.

Responsibilities

• Provides advanced customer-facing support to brokers, agencies, and account administrators, proactively addressing service needs and resolving complex issues.
• Supports broker onboarding, contracting, licensing, enrollment, applications, commissions, BOR requests, and compliance requirements.
• Coordinates with internal departments and vendors to resolve service, system, benefit administration, and operational issues and supports broker retention and relationship management.
• Supports Sales with renewals, benefit and application research, enrollment activities, sales materials, and broker sales enablement; researches and resolves complex enrollment, application, commission, and broker account issues.
• Provides guidance and support in resolving complex broker and agency issues, maintains CRM documentation, identifies trends for process improvement, and assists with special projects.

Skills

Time management

Written communication

Verbal communication

Interpersonal skills

Analytical skills

Problem-solving

Education

High School Diploma or GED

Job description

PURPOSE

Provide advanced operational support to Medicare brokers and agencies across the broker lifecycle, serving as an escalation resource for complex enrollment, commission, contracting, technology and servicing issues while supporting broker productivity, retention, compliance and operational performance.

Resp & Qualifications

Provide advanced operational support to Medicare brokers and agencies across the broker lifecycle, serving as an escalation resource for complex enrollment, commission, contracting, technology and servicing issues while supporting broker productivity, retention, compliance and operational performance.

Essential Functions

• Provides advanced customer-facing support to brokers, agencies, and account administrators, proactively addressing service needs and resolving complex issues. Supports broker onboarding, contracting, licensing, enrollment, applications, commissions, Broker of Record (BOR) requests, and compliance requirements. Coordinates with internal departments and vendors to resolve service, system, benefit administration, and operational issues and supports broker retention and relationship management.
• Supports Sales with renewals, benefit and application research, enrollment activities, sales materials, and broker sales enablement. Researches and resolves complex enrollment, application, commission, and broker account issues, including commission reconciliation and escalations. Coordinates with internal teams, vendors, and telesales partners and provides AEP readiness and peak-season operational support, including call center assistance as needed.
• Provides guidance and support in resolving complex or escalated broker and agency issues, including investigation, root-cause analysis, resolution, and follow-up. Maintains accurate CRM case documentation and data integrity and identifies trends and opportunities for process improvement. Provides training and guidance to Broker Support I associates, supports the manager with escalated issues, and assists with special projects and operational priorities.
• Serves as an operational liaison for brokers and agencies, coordinating with internal departments and vendors to resolve open issues and support ongoing relationships. Monitors KPIs, SLAs, turnaround times, and service trends to identify concerns and support timely resolution. Maintains operational reports and data, identifies recurring issues and trends, and supports continuous process improvement.
• Keeps Operations, Sales, Service, Claims, Enrollment, and other stakeholders informed of service issues, benefit changes, compliance requirements, regulatory matters, and operational updates affecting brokers and agencies. Coordinates broker and account communications, maintains required documentation and records, and supports responses to clients, leadership, and regulators. Ensures appropriate follow-up and cross-departmental coordination through resolution.

Qualifications

Education Level: High School Diploma or GED.

Experience: 3 years 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.

Salary Range

$49,320 - $90,420

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 the Company to provide equal employment opportunities to all qualified 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