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Resp & Qualifications

PURPOSE:

The Broker Relations Manager's primary responsibility is to bring the value of CareFirst to the marketplace by engaging and working with CareFirst's distribution channel (brokers). This role combines strategic leadership with hands-on management to ensure brokers receive timely, accurate, and comprehensive assistance. The ideal candidate will foster a customer-centric culture while driving operational excellence and team development.

ESSENTIAL FUNCTIONS:

Broker Relationship Management

+ Serve as the primary escalation point for complex broker inquiries and issues, ensuring timely and satisfactory resolution.

+ Build and maintain strong relationships with key broker partners, full service producers and consultants, understanding their needs and business objectives.

+ Monitor broker satisfaction metrics and implement strategies to improve service delivery and partner experience.

+ Collaborate with sales and account management teams to support broker growth and retention initiatives.

Team Leadership & Development

+ Lead, mentor, and develop a team of broker support representatives, fostering a collaborative and high-performance culture.

+ Conduct regular performance reviews, provide coaching, and identify training opportunities to enhance team capabilities.

+ Manage team scheduling, workload distribution, and resource allocation to ensure optimal coverage and efficiency.

+ Recruit, onboard, and train new team members in company policies, systems, and broker service best practices.

Operational Excellence

+ Develop and implement broker service standards, workflows, and standard operating procedures to ensure consistent, high-quality support.

+ Monitor key performance indicators including response time, resolution time, ticket volume, quality and customer satisfaction scores.

+ Identify process improvement opportunities and implement solutions to enhance efficiency and service quality.

+ Manage and optimize the use of Broker360 and ticketing systems to track interactions, issues, and resolutions.

+ Ensure compliance with regulatory requirements, company policies, and industry standards.

+ Drive development and adoption of service dashboard(s) to track performance and progress, including broker-level dashboards.

+ Drive development and ongoing enhancement of broker portals to drive continued automation of broker work with CareFirst.

+ Support enhancements to Salesforce CRM to drive better data collection and reporting opportunities.

Communication & Collaboration

+ Partner with Product, Underwriting, Operations, and IT departments to resolve systemic issues and improve broker experience.

+ Prepare and present regular reports on team performance, broker feedback, and service trends to senior leadership.

+ Communicate policy updates, system changes, and important information to the team and broker community.

+ Facilitate regular staff meetings to share updates, celebrate successes, and address challenges.

+ Attend and participate in business and community activities to promote CareFirst and identify new opportunities as needed.

SUPERVISORY RESPONSIBILITY:

This position manages people.

QUALIFICATIONS:

**Education Level** : Bachelor's Degree in marketing, business or related field OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.

Experience:

+ 5 years in sales, relationship management and/or marketing.

+ 1 year supervisory experience or demonstrated progressive leadership experience.

Licenses/Certifications:

+ A current Health/Life License in Maryland, Virginia, and District of Columbia is required

Preferred Qualifications:

+ Previous experience working directly with insurance brokers or agencies.

+ Lean Six Sigma or process improvement certification.

+ Experience implementing or managing CRM or customer service technology platforms.

Knowledge, Skills and Abilities (KSAs)

+ Leadership & Team Development: Ability to inspire, motivate, and develop team members while maintaining accountability.

+ Problem-Solving: Strong analytical skills with ability to identify root causes and implement effective solutions.

+ Communication: Excellent written and verbal communication skills with ability to explain complex concepts clearly.

+ Relationship Building: Skilled at building trust and rapport with internal stakeholders and external partners.

+ Organization & Time Management: Ability to prioritize competing demands and manage multiple projects simultaneously.

+ Adaptability: Comfortable with ambiguity and able to adjust strategies in response to changing business needs.

+ Customer Focus: Unwavering commitment to understanding and exceeding broker and customer expectations.

+ Data-Driven Decision Making: Ability to interpret metrics and analytics to drive continuous improvement.

Salary Range: $108,400 - $201,218

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: 21520