Broker Support Representative I - Medicare (Remote)

Broker Support Representative I - Medicare (Remote) in Baltimore, MD - CareFirst

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Broker Support Representative I - Medicare (Remote)

Job ID: 22763

Job Function: Sales & Account Management

Location: Baltimore, MD

Office: Canton Crossing

Career Band: BDII

Status: Full-Time

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Resp & Qualifications

PURPOSE:

This position is responsible for providing front-line operational and administrative support to Medicare brokers and agencies, responding to routine inquiries, maintaining accurate broker information and assisting with onboarding, enrollment, commissions, technology and general broker servicing.

ESSENTIAL FUNCTIONS:

• Provides customer-facing service and front-line support to brokers and agencies, proactively assisting with routine service needs and inquiries. Supports broker onboarding, licensing and documentation, application and enrollment status, commission inquiries, demographic and account updates, and general operational questions. Resolves routine service problems using established procedures and escalates more complex issues to Broker Support II as appropriate. Interacts with internal departments to coordinate matters involving service, systems, benefit administration, enrollment, and other broker-related needs.
• Provides telephone, email, and shared mailbox support for brokers and agencies, ensuring inquiries are documented, routed, and addressed in a timely manner. Assists with broker portal access and other technology-related questions, providing basic troubleshooting and guidance on available tools and resources. Supports Sales with sales materials, resources, enrollment activities, and Annual Enrollment Period (AEP) readiness and administrative support. Interacts with internal departments, vendors, and other business partners to coordinate routine service and enrollment needs.
• Serves as an operational liaison for brokers and agencies by providing routine broker communications, follow-up, and issue resolution. Documents broker interactions, inquiries, and cases within the CRM and other designated systems, ensuring accurate case tracking and appropriate follow-through. Provides routine assistance related to compliance documentation, licensing requirements, applications, enrollment status, and account maintenance, while escalating issues requiring additional expertise or authority to Broker Support II or other appropriate internal partners.
• Keeps appropriate Operations, Sales, Enrollment, Service, and other internal partners informed of issues, updates, and changes affecting brokers and agencies. Coordinates routine communications regarding operational processes and procedures, broker account and demographic updates, enrollment matters, and available sales and support resources. Assists with maintaining required broker, licensing, compliance, and account documentation and ensures information is accurately entered and updated within designated systems.
• Maintains routine statistical reports, broker and agency records, CRM documentation, case information, and other required operational data. Performs data entry and record maintenance to support accurate reporting and timely follow-up on broker inquiries and outstanding issues. Assists with AEP readiness, administrative activities, application and enrollment tracking, commission inquiries, and compliance-related documentation. Monitors open items to support timely resolution and escalates complex or unresolved matters to Broker Support II as appropriate.

QUALIFICATIONS:

Education Level: High School Diploma or GED.

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

Preferred Qualifications:

• Medicare experience.
• Broad knowledge of CareFirst organization and operations.
• Active Life & Health Producers Licenses.

Knowledge, Skills and Abilities (KSAs)

• Must be able to evaluate demands on a timely basis, establish and manage multiple priorities, and respond appropriately to unplanned events/projects.
• Excellent written and verbal communication, interpersonal, analytical, and problem-solving skills.
• Must have the ability to negotiate and manage customer relationships and expectations.
• Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.

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

Medicare Sales

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.

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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Serving Maryland, the District of Columbia, and portions of Virginia, CareFirst BlueCross BlueShield is the shared business name of CareFirst of Maryland, Inc. and Group Hospitalization and Medical Services, Inc. CareFirst BlueCross BlueShield Medicare Advantage is the shared business name of CareFirst Advantage, Inc., CareFirst Advantage PPO, Inc. and CareFirst Advantage DSNP, Inc. CareFirst BlueCross BlueShield Community Health Plan Maryland is the business name of CareFirst Community Partners, Inc. In the District of Columbia and Maryland, CareFirst MedPlus is the business name of First Care, Inc. In Virginia, CareFirst MedPlus is the business name of First Care, Inc. of Maryland (used in VA by: First Care, Inc.). CareFirst of Maryland, Inc., Group Hospitalization and Medical Services, Inc., CareFirst Advantage, Inc., CareFirst Advantage PPO, Inc., CareFirst Advantage DSNP, Inc., CareFirst Community Partners, Inc., CareFirst BlueCross BlueShield Community Health Plan District of Columbia, CareFirst BlueChoice, Inc., First Care, Inc., and The Dental Network, Inc. are independent licensees of the Blue Cross and Blue Shield Association. BLUE CROSS, BLUE SHIELD and the Cross and Shield Symbols are registered service marks of the Blue Cross and Blue Shield Association, an association of independent Blue Cross and Blue Shield Plans.

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 generic information.

Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. To comply with this law, CareFirst must collect information regarding an employee's identity and employment eligibility and document that information on a document referred to as Form I-9, Employment Eligibility Verification, no later than three business days from when the employee begins work for pay. If you are hired, you will be required to provide certain information on the form necessary to establish your identity and eligibility to work in the United States and certain required supporting documents.

If you experience any technical difficulties during this process, please send an email detailing the specific problem you are having to careers@carefirst.com and we will respond as soon as possible.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c) If you believe that you have experienced discrimination, contact OFCCP at 800-397-6251 (TTY 877-889-5627) or www.dol.gov/ofccp.

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