Broker Support Representative II - Medicare (Remote)

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

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Broker Support Representative II - Medicare (Remote)

Job ID: 22764

Job Function: Sales & Account Management

Location: Baltimore, MD

Office: Canton Crossing

Career Band: BDII

Status: Full-Time

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Resp & Qualifications

PURPOSE:

Provide advanced operational support to Medicare brokers and agencies across the broker lifecycle, serving as an escalation resource for complex enrollment, commission, contracting, technology and servicing issues while supporting broker productivity, retention, compliance and operational performance.

ESSENTIAL FUNCTIONS:

• Provides advanced customer-facing support to brokers, agencies, and account administrators, proactively addressing service needs and resolving complex issues. Supports broker onboarding, contracting, licensing, enrollment, applications, commissions, Broker of Record (BOR) requests, and compliance requirements. Coordinates with internal departments and vendors to resolve service, system, benefit administration, and operational issues and supports broker retention and relationship management.
• Supports Sales with renewals, benefit and application research, enrollment activities, sales materials, and broker sales enablement. Researches and resolves complex enrollment, application, commission, and broker account issues, including commission reconciliation and escalations. Coordinates with internal teams, vendors, and telesales partners and provides AEP readiness and peak-season operational support, including call center assistance as needed.
• Provides guidance and support in resolving complex or escalated broker and agency issues, including investigation, root-cause analysis, resolution, and follow-up. Maintains accurate CRM case documentation and data integrity and identifies trends and opportunities for process improvement. Provides training and guidance to Broker Support I associates, supports the manager with escalated issues, and assists with special projects and operational priorities.
• Serves as an operational liaison for brokers and agencies, coordinating with internal departments and vendors to resolve open issues and support ongoing relationships. Monitors KPIs, SLAs, turnaround times, and service trends to identify concerns and support timely resolution. Maintains operational reports and data, identifies recurring issues and trends, and supports continuous process improvement.
• Keeps Operations, Sales, Service, Claims, Enrollment, and other stakeholders informed of service issues, benefit changes, compliance requirements, regulatory matters, and operational updates affecting brokers and agencies. Coordinates broker and account communications, maintains required documentation and records, and supports responses to clients, leadership, and regulators. Ensures appropriate follow-up and cross-departmental coordination through resolution.

QUALIFICATIONS:

Education Level: High School Diploma or GED.

Experience: 3 years 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.

Salary Range: $49,320 - $90,420

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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