Senior Medicare Broker Operations Specialist

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

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