Broker Concierge Sales and Service Associate II
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Broker Concierge Sales and Service Associate II
CareSourceCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service and sales support, with a strong focus on resolving complex enrollment and benefit inquiries. Proficient in managing broker interactions and maintaining compliance with regulatory standards.
Highest-signal resume keywords
Customer Service ExperienceCommercial Insurance Sales ExperienceCurrent State Insurance LicenseHealth Insurance Marketplace CertificationStrong Written And Verbal Communication Skills
About the role
Key responsibilities & impact- Serve as a dedicated operational advocate for CareSource's highest performing brokers, agencies and FMOs
- Provide high-touch, personalized support for complex pre- and post-enrollment issues
- Research and resolve member onboarding, provider and network, benefit and eligibility, billing, and service escalation issues
- Manage cases through final resolution, focusing on first-call resolution
- Collaborate virtually with various departments to resolve member issues and broker escalations
- Complete broker-related research, fulfillment, and inquiry requests
- Access and extract data from primary and secondary sources in various formats
- Research ancillary vendors, third-party systems, health plan sites, portals, internal reference materials, and custom tools
- Process aging broker/member request inventory through full resolution
- Identify root causes and resolve barriers experienced by members
- Use benefit coverage resources and materials to respond accurately to inquiries
- Log broker interactions in appropriate databases for tracking and analysis
- Troubleshoot escalated member issues reported by brokers
- Conduct follow-up calls for dental, pharmacy, and other benefit inquiries
- Process pharmacy overrides and rejections
- Assist prospective members with selecting and enrolling in CareSource exchange health plans
- Educate members about benefits, services, premiums, copays, and coinsurance
- Answer Healthcare Exchange inquiries and assist with enrollment applications
- Serve as a subject matter expert on CareSource exchange healthcare plans and product lines
- Perform other related duties as requested
Requirements
What you’ll need- High School or GED required
- Three (3) years of customer service, sales support or other related experience required
- Commercial insurance sales experience preferred
- 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
- Sales skills to meet enrollment objectives
- Professional telemarketing skills
- 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
- Health Insurance Marketplace certification and annual recertification preferred for Federally-Facilitated Marketplace states
Benefits
Comp & perks- Bonus tied to company and individual performance may be available
- Comprehensive total rewards package
- Employee well-being support
- Remote work arrangement
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Case ManagementData ExtractionTyping Speed Of 35 WPMBenefit Coverage ResourcesProblem Solving Skills
Soft Skills
Critical ThinkingTime ManagementAdaptabilityProfessional Phone EtiquetteSelf-Management
Tools & Technologies
Windows EnvironmentBroker Interaction DatabasesHealth Plan PortalsThird-Party SystemsCustom Tools
Certifications & Qualifications
Current State Insurance License In Accident And HealthHealth Insurance Marketplace Certification
Industry Keywords
CareSourceHealthcare ExchangeEnrollment ObjectivesRegulatory ComplianceMember Onboarding