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Resp & Qualifications

PURPOSE:

Provide technical and operational support to top-producing brokers, serving as the primary internal contact for all customer support needs. This role is essential to maintaining broker satisfaction, performance metrics, business retention and growth.

ESSENTIAL FUNCTIONS:

+ Deliver proactive customer service to brokers, resolving service issues and preventing potential problems before they escalate

+ Coordinate with internal departments to address operational issues such as claims, eligibility and benefits questions, systems issues, and benefit administration matters

+ Participate in and/or facilitate service-related meetings, training sessions, and operational meetings for partner agencies.

+ Provide telephone and email support for designated high-performing agencies

+ Support sales teams as required to address customer issues

+ Serve as the operational liaison between customers and internal departments

+ Conduct regular, proactive outreach to resolve outstanding broker, account, and vendor issues

+ Collaborate with operations to resolve claims and eligibility issues.

+ Support other team members as required to resolve customer issues and questions as required

+ Monitor individual performance against key performance indicators, ensuring work is completed within corporate SLA targets.

QUALIFICATIONS:

**Education Level:** High School Diploma or GED.

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

Preferred Qualifications:

+ Healthcare industry experience.

+ Comprehensive knowledge of CareFirst organization and operations.

+ Active Life & Health Producer's License.

Knowledge, Skills and Abilities (KSAs):

+ Strong prioritization and time management skills with ability to handle multiple demands and unplanned events/projects.

+ Excellent written and verbal communication skills.

+ Advanced interpersonal, analytical, and problem-solving abilities.

+ Proven ability to negotiate and manage customer relationships and expectations.

**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

Client Relationship Managers

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.

Where To Apply

Please visit our website to apply: www.carefirst.com/careers

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

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REQNUMBER: 21550