Description and Requirements
40 hours/week Ends March 15th Variable shift - 11:30 - 8 - M - F 9 - 5 Sa; 9 - 1 Su The Broker Center Agent fields phone and written inquiries from Members, Medicare Brokers, Commercial Brokers, and Employers. The Broker Center Agent also works with the Service Center Liaisons to address service projects as required. This role demonstrates the highest standard of quality service, commitment and courtesy in dealing with both internal and external customers.
- Provide high quality on-line and telephone assistance to all customers- Member, Small Groups, Commercial Brokers and Medicare Brokers Provide high quality handling of customer inquiries, via mail, e-mail and on-line inquiries and chat sessions
- Resolve inquiries and issues relating to all aspects of commercial members, employer and broker business
- Member, Broker and Employer questions and issues regarding eligibility, benefits, claims process, Medicare and Commercial product questions and various other customer support functions
- Employer/Broker questions and issues regarding group credentialing, commissions, member rosters and eligibility, premium bills, premium payments and reconciliation and service-related projects
- Make recommendations to management concerning problems, problem trends and process improvement
- Maintain an open exchange of information with internal and external customers
- Work with Quality Assurance team to understand, track, and trend quality performance issues
- Additional duties as assigned
Minimum Qualifications:
- High School Diploma or GED Equivalent
- Customer service
- Experience handling a high volume of calls
- Telephone protocol
- Documenting calls
- Excellent listening skills
- Bilingual Spanish
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. HF Management Services, LLC complies with all applicable laws and regulations. Applicants and employees are considered for positions and are evaluated without regard to race, color, creed, religion, sex, national origin, sexual orientation, pregnancy, age, disability, genetic information, domestic violence victim status, gender and/or gender identity or expression, military status, veteran status, citizenship or immigration status, height and weight, familial status, marital status, or unemployment status, as well as any other legally protected basis. HF Management Services, LLC shall not discriminate against any disabled employee or applicant in regard to any position for which the employee or applicant is otherwise qualified.
