Broker Service Specialist II
Company: MSCCN
Location: Los Angeles
Posted on: January 28, 2023
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Job Description:
Broker Service Specialist II Job Category: Sales & Marketing
Department: Product Sales Location: Los Angeles, CA, US, 90017
Position Type: Full Time Requisition ID: 9044 Salary Range:
$55,245.00 (Min.) - $64,907.00 (Mid.) - $82,867.00 (Max.)
Established in 1997, L.A. Care Health Plan is an independent public
agency created by the state of California to provide health
coverage to low-income Los Angeles County residents. We are the
nation's largest publicly operated health plan. Serving more than 2
million members in five health plans, we make sure our members get
the right care at the right place at the right time. Mission: L.A.
Care's mission is to provide access to quality health care for Los
Angeles County's vulnerable and low-income communities and
residents and to support the safety net required to achieve that
purpose. As a condition of employment, L.A. Care requires a
COVID-19 vaccine. This requirement includes our remote workforce.
If you would like to request an exemption, L.A. Care has
implemented a process to consider exemptions, for documented
medical conditions and sincerely held religious beliefs. L.A. Care
will review all exemption requests prior to proceeding with the
recruitment process. Job Summary The Broker Service Specialist II
supports the day to day broker channel service and growth strategy
by providing support to L.A. Care's general agencies and brokers.
This Broker Service Specialist is responsible for building and
maintaining a positive and professional relationship with L.A.
Care's contracted General Agencies (GA) and their contracted
Agents. This person will provide training and basic knowledge on
L.A. Care and specified lines of business, and be an expert in
knowledge on Sales Force and all proprietary systems, procedures
and tools. This person is also responsible for performing support
activities as needed to ensure that the GA and Agent experience
with L.A. Care has a high degree of satisfaction. In addition, a
high degree of customer service is expected to all Management, the
Sales Teams and interdepartmentally, to ensure that growth and
retention for L.A. Care members and beneficiaries. Duties Customer
Relations: Manage the inside support requirements of multiple
inquiries from the contracted broker community. Outcomes Expected:
Maintain relationships by answering inquiries from brokers, via
Sales Force, telephonic, or any alternate communication. Follow
through with timely responses, including research and resolution,
as established by department Key Performance Indicator's (KPI).
Sales Operations/ Compliance and Regulatory Requirements: Serve as
a liaison to Sales Operations and assist with; general agency
contracting and agent onboarding, off boarding, transfer request
processing for Cal MediConnect (CMC), LA Care Covered (LACC) and
other product lines added. Assist with processing of new agent
requests, agent inquiries inbox, management of license expirations,
generate of appointment agent report for Finance, generate/validate
compliance reports for Brokers, Office of Inspector General (OIG)
report, agent termination report (LACC), America's Health Insurance
Plans (AHIP) tracking and update. Work with internal Sales
compliance staff to monitor sales regulations and adherence to
State and Federal Marketing guidelines. In addition, work with
systems to ensure appropriate data is collected for auditing
purposes. Represent L.A. Care with Broker and Strategic Partners:
Participate in any L.A. Care related functions in support of growth
for broker and partners. Outcomes Expected: Maintain relationships
with partners by partaking in internal or external event requests.
Represent L. A. Care in a professional manner. Collaborate
interdepartmentally as needed and bring any pertinent information
for presentation. Monitor and Track Caseload: Monitor and track the
progress and outcomes of partnerships through documentation and
communication to management. Outcomes Expected: Review frequent
reports to ensure inquiries are closed out according to Key
Performance Indicator (KPI's). Maintain Customer Relationship
Management (CRM) tracking of general agency and agent profiles and
other key information. Ensure documentation meets standards through
regular audits. Maintain communication with management regarding
trends of inquiries through daily tracking. Review all submitted
problem and improvement reports; identify priority issues;
evaluates opportunities for improvement, presents findings to
supervisors for evaluation and prepares resolution work plan as
directed. Develop and execute test plans. Monitor all solutions
through to resolution. Perform other duties as assigned. Education
Required High School Diploma/or High School Equivalency Certificate
Education Preferred Associate's Degree Experience Required: At
least 0-2 years of working in a health plan or broker related
environment, including but not limited to the following interface
of these functions: Sales outreach and enrollment, Customer
service; Project coordination; working knowledge and understanding
of production regulations, including Medicare, Medi-Cal and Covered
California Preferred: Experience with assisting beneficiaries in
Covered California and Medicare. Skills Required: Proven ability to
significantly impact process improvement and process management.
Ability to document scope, project tasks in a clear and concise
manner. Thorough understanding of relevant industry practices,
techniques and standards. Must have a comprehensive understanding
of business process/ life cycle management principles, theories and
concepts. Strong problem-solving/ analysis skills. Proficiency in
Microsoft Office applications, database management. Ability to
articulate relevant information and directions in an organized and
concise manner. Strong interpersonal, verbal, and written
communication skills; Understanding of effective communication
concepts tools and techniques. Ability to conform to shifting
priorities, demands, and timelines through analytical and
problem-solving capabilities. Persuasion Skills: Represent Manager
in meetings. Demonstrate leadership and interpersonal communication
skills by working collaboratively and effectively with peers,
superiors and subordinates to accomplish objectives. Able to
concisely, clearly and formally communicate complex concepts and
formulate process solutions. Preferred: Knowledge of CRM systems
and navigation for contact resolution Licenses/Certifications
Required America's Health Insurance Plan (AHIP) Medicare
Designation and Covered CA Certification within 90 days of hire.
Medi-Cal Certification, and Medicare training certification within
90 days of hire Licenses/Certifications Preferred America's Health
Insurance Plan (AHIP) Medicare Designation Covered California
Certification (Or must be obtained within 90 days from date of
hire.) Required Training Required: Product trainings - MediCal,
L.A. Care Covered, Medicare, Cal MediConnect Additional Information
Required: Travel to offsite locations for work. L.A. Care offers a
wide range of benefits including Paid Time Off (PTO) Tuition
Reimbursement Retirement Plans Medical, Dental and Vision Wellness
Program Volunteer Time Off (VTO) At L.A. Care, we value our team
members' safety. In order to keep our work locations safe, each
employee is required to self-screen for symptoms prior to entering
any L.A. Care location each day. L.A. Care and all of its staff are
required to comply with all state and local masking orders.
Therefore, when on-site at any L.A. Care location, employees are
expected to wear a mask in areas where physical distancing cannot
be managed.
Keywords: MSCCN, Los Angeles , Broker Service Specialist II, Sales , Los Angeles, California
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