Broker Support Representative

Job Number: 1465

Workplace Type:

Position Title: Broker Support Representative

External Description:

Summary
Alignment Healthcare is seeking a broker support representative (BSR) to support the broker department by answering questions via phone or e-mail, researching and resolving agent issues as it relates to member services, benefits, commission payments, application status, and communications in general. The BSR shall also provide seasonal support to the membership unit during downtime of essential duties. The BSR will be responsible for tracking webinar attendees, and grade exams while updating Salesforce with updated status. The BSR will also assist agent contracting with reconciliation of agents status of ready to sell based on submitted forms.

Essential Duties and Responsibilities
(May include but is not limited to:)

Broker Support

Answers incoming broker support queue phone calls from contracted Agents during our Hours of operation Monday through Friday.  Schedule can vary from 8:00am to 7:00pm. These hours shall be defined as “Normal Business Hours”.  Some weekends required.

Responsible for ensuring that the broker support queue meets all defined service levels and that appropriate coverage is made during break or meal periods. This position ensures that all calls are coded or “wrapped up” correctly and that proper reports are generated to ensure service levels. Codes include the following: RX issues, general benefits, application issues, payment commission issues, packet orders, trainings and tests, verification of Part A and B, verification of Medi-cal, network lookup and provider issues.
Prompt e-mail of phone follow-up as needed with established brokers to ensure satisfaction, respond to queries, solicit further sales (referrals), and solve or refer problems to appropriate internal Alignment Healthplan (AHP) departments or external partners like Florida Blue in Florida and Humana in North Carolina.
Identify nature of broker call and refer to the appropriate department for resolution if out of basic scope of knowledge as listed above. Works to resolve situations with member services department and eligibility to triage broker issues as they relate to member.
Log calls into Salesforce (Including: date of call, caller name, nature of the issue, and resolution status.)
Monthly verification of agent licensure on the DOI website to ensure that each broker that is active. Notates this in the broker file.
Make outbound calls to brokers as necessary for reservations, confirmations, and communication regarding events as well as any other information.
Schedule ride-along evaluations on an as-needed basis with agents and internal sales representatives.
Coordinate venue for FMO meeting, training, and events. Maintains the attendance RSVP list of all active brokers who attend training meetings.
Create and maintain all sub-agent files and correct certification and re-certification exams. Ride Along evaluations, exams and current life licensure must be filed for each broker that participates in Salesforce.
Update monthly broker program reports.
Physician and Broker Flyers

Verify that request for physician flyer has been approved and that signature is on form.
Ensure each flyer is completed according to the internal Marketing process.
Membership

During Annual Election Period (AEP), as well as during downtime, the aforementioned broker based responsibilities will be primary with data entry as secondary.
Act as a liaison to the sales Representatives. Ensure all new enrollments and dis-enrollments are processed accurately. Provide any issues identified to the necessary internal department heads.
Training

Backup to the Regional Sales Manager (RSM) to conduct live and webinar based product trainings. Responsible for grading and logging completion of all trainings, including those conducted by RSM.
Classification and Supervisory Responsibilities
This position has no direct employee supervisory responsibilities.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: High school diploma or general education degree (GED); and at least two years of related experience and / or training.
Certificates, Licenses, Registrations: California Driver’s License and insurance
Other Qualifications:
One year of customer service / telemarketing experience
Sales or related experience, preferably in the Medi-Cal, Commercial, or Medicare Managed Care industry
Knowledge of Medi-Cal, Commercial, and Medicare Managed Care Plans
Bilingual English / Spanish (preferred)
Excellent communication skills (written, verbal, and presentation)
Solid computer skills (Microsoft Suite: Word, Excel, PowerPoint, Salesforce, CRM)
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear.
The employee is frequently required to walk; stand; reach with hands and arms.
The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.
The employee must occasionally lift and/or move up to 20 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Working Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

City: Orange

State: California

Location City: Orange

Location State: California

Community / Marketing Title: Broker Support Representative

Company Profile:

By leveraging our world-class technology platform, innovative care delivery models, deep physician partnerships and our serving heart culture, Alignment Health is revolutionizing health care for seniors! From member experience professionals and clinicians, to data scientists and operations leaders, we have built a talented and passionate team that is deeply committed to our mission of transforming health care for the seniors we serve. Ready to join us?

At Alignment, delivering exceptional care to seniors starts with ensuring an exceptional experience for our over 1,300 employees. At the center of our employee experience is a culture where employees at all levels and across all teams are encouraged to share their unique ideas and perspectives. After all, when you can bring your authentic self to work, whether that’s in a clinical setting, our corporate office or a home office, creativity and innovation flourish! Another important part of the Alignment culture is a belief in continuous learning and growth. As a result, in this fast-growing company, you will find ample support to grow your skills and your career – with us.

EEO Employer Verbiage:

 

Please note: All clinical positions are contingent upon successful engagement with Alignment Health’s COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.

*DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health’s talent acquisition team, please email [email protected].