Broker Services Specialist I - Bilingual

Broker Distribution Channel Services

Provide services critical to the effective operation of the broker distribution channel, including the appointment process, licensing and renewal licensing activity, Broker of Record (BOR) transactions, and daily support on issue/resolution for participating brokers and agencies in Health First Health Plans territories. Support the sales teams (Individual and Medicare) on broker/agency related issues. Interact with management and sales staff in the generation of newly appointed and reinstated brokers, broker channel rightsizing efforts, and representing the broker as needed with inquiries.

Primary Accountabilities

1. Broker, Field Marketing Organization (FMO), Agency appointments/contracting, terminations and reinstatements of appointments and monthly broker commission holds in all core systems including the State of Florida.
2. Prepare weekly reports on brokers appointed and those that have updated their profile, including phone calls and emails.
3. Work with team and internal partners to ensure policies, procedures and desktops are updated and current in all systems.
4. Oversee broker communication as it relates to the HFBroker@hf.org email box in assigned areas.
5. Participate in networking, sponsorship, and kickoff events as necessary and represent Health First Health Plans.
6. Establish productive, professional relationships with assigned brokers, and successfully execute assigned activities in support of agency and broker deliverables.
7. Support the Concierge Line on broker issues and necessary resolution.
8. Work with sales team to ensure proper licensing and certification documentation is in place and current.
9. Assist external brokers and internal departments with the broker direct deposit process.
10. Record, track, and monitor broker profiles in broker management software system.
11. Participate in the development and delivery of programs to more effectively and efficiently serve the broker channel including support programs, strategies and engagement initiatives.
12. Work with internal operational areas to meet service expectations in terms of internal and external deliverables (commission payment support and issue resolution, report development, operational/process engagement with agencies).

Work Experience

Minimum Qualifications

• Education: High School or equivalent
• Bilingual
• Licensure: Valid Florida health insurance license preferred or obtained within 90 days of hire
• Clean State of Florida motor vehicle record and maintain, this position may require a minimal amount of travel
• Certification: None required
• Work Experience: 2 years experience working with independent insurance agents/brokers and/or health insurance customer service or equivalent
• Work Experience in lieu of Education: None
• Knowledge/Skills/Abilities:
• Manage and complete all requirements based on each line of business (Ex AHIP, FFM, continuing education requirement based on license)
• Understanding of managed care (HMO, PPO, and POS)
• Understand the complexities of an integrated delivery Network (IDN) model health plan
• Excellent analytical and problem-solving skills
• Strong interpersonal relationship development skills
• Proficiency with Microsoft Word and Excel
• Strong planning and organizational skills required
• Highly motivated self-starter
• Ability to work collaboratively with departmental and health plan leadership while providing directional support to other team members

Preferred Qualifications

• Education: Bachelor's degree in Health Care related field
• Licensure: No additional
• Certification: Lean certification
• Work Experience: 2 years customer service experience
• Knowledge/Skills/Abilities: Fluency in Spanish

Physical Requirements

• Majority of time involves sitting or standing; occasional walking, bending, stooping
• Long periods of computer time or at workstation
• Light work that may include lifting or moving objects up to 20 pounds with or without assistance.
• May be exposed to inside environments with varied temperatures, air quality, lighting and/or low to moderate noise
• Communicating with others to exchange information.
• Visual acuity and hand-eye coordination to perform tasks
• May require travel to various facilities within and beyond county perimeter; may require use of personal vehicle

Benefits

About Health First

At Health First, diversity and inclusion are essential for our continued growth and evolution. Working together, we strive to build and nurture a culture that recognizes, encourages, and respects the diverse voices of our associates. We know through experience that different ideas, perspectives, and backgrounds create a stronger and more collaborative work environment that delivers better results. As an organization, it fuels our innovation and connects us closer to our associates, customers, and the communities we serve.

Schedule: Full-Time

Paygrade: 32