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Broker and Operations Support Specialist

4 months ago

Bloomington, United States HealthPartners Full time

HealthPartners/GHI

Non-Union

JOB CODE:
125969

POSITION TITLE:
Broker & Operations Support Specialist
DATE:

March 2015

Revised 3/2022


DEPARTMENT:
Medicare and Individual Sales

POSITION PURPOSE:

This position is responsible for supporting the Broker partner distribution channel with sales operations and solutions to optimize process efficiency and effective use of systems and tools for the acquisition and retention of all Individual and Medicare products under the direction of the Sr. Manager, Sales Operations and Solutions. The Sales Operations Broker Specialist will serve as the central resource for operational support between the Medicare and Individual sales teams including regional teams and the broker community including FMO's, private exchanges and web brokers. In addition, this position will provide some operational sales support to other sales channels as needed.

ACCOUNTABILITIES:

Serve as the primary point of contact for day-to-day support activities, both internally and externally, including, but not limited to:

Work collaboratively with the Sales Executives and Sales leadership, to develop, maintain and improve broker relationships in the individual and Medicare market segments to maintain and strategically increase business written by brokers by providing exceptional service and support.

Provide first tier support to Brokers for PartnersConnect phone line and email inbox used exclusively for broker inquiries and questions

Serve as a Subject Matter Expert on sales systems including quoting and enrollment systems, broker portal and broker tools

Provide education and support to Brokers on these sales systems, portal and tools to drive adoption and optimization of technical resources for brokered sales.

Coordinate enrollment inquires related to submitted business and status providing education and support on process, eligibility questions and other operational guidance to aid in efficient and timely enrollment processing

Partner with Sales Process Coordinator on enrollment issues and outreach involving broker sales

Under the direction of the Sr. Manager, Sales Operations and Solutions, identify opportunities for system and/or process improvement within HealthPartners to increase electronically submitted brokered sales of individual and Medicare products.

Make recommendations regarding day-to-day customer service needs for brokers in order to facilitate individual and Medicare sales.

Work collaboratively with Sales Executives, Broker Administration, Sales Operations and Solutions

Communicate using a high level of customer service skill, addressing telephonic and electronic inquiries and solving problems in a timely and effective manner.

Coordinate resolution of all customer inquiries and service issues in a prompt, professional and customer-friendly manner and maintain positive broker relationships.

Address and resolve broker operations inquiries and issues in compliance with applicable regulatory requirements and standards, and coordinate with the Quality Coordinator as needed. Must comply with all Centers for Medicare and Medicaid Services (CMS), State of Minnesota, regions, and Departmental policies and procedures.

Partner with the Sales Executives and sales leadership to coordinate handling of critical issues.

Provide sales operations support to additional sales channels as needed, such as Medicare Group Sales. This may be short-term or long-term, project-based, administrative or some other operational support. For example, RFP administration, processing change of coverage requests, enrollment workflow, back-up sales administrative support, etc.

Perform other duties as assigned.

REQUIRED QUALIFICATIONS:

Bachelor's degree or equivalent years of experience in related field.

Knowledge and understanding of the role of brokers in the distribution and service of health and/or dental products

Minimum of two years' sales or service experience working in the insurance industry.

Proficiency with personal computers, including Microsoft Office products or similar applications, relationship management systems and database/workflow management programs.

Ability to establish and maintain collaborative relationships, both internally and externally, in order to achieve organizational goals.

Ability to work cooperatively, to meet or exceed established team goals and objectives.

Prior experience in a sales environment.

Basic project management skills.

Excellent written and oral communication skills.

Ability to multitask, prioritize and meet deadlines.

Minnesota life and health insurance licensure within three months of hire.

Execution of a non-competition agreement upon hire.

PREFERRED QUALIFICATIONS:

Bachelor's degree in Finance, Management, Marketing or Communications.

Experience working in a sales or service position in brokered sales.

Individual commercial and Medicare products sales or sales operations experience

Minnesota life and health insurance license.

Strong knowledge of HealthPartners' and affiliate company operations.

Working knowledge of CMS Medicare marketing guidelines.

MAJOR CHALLENGES:

Provide value proposition for brokers in community to place and retain their individual/Medicare business with HealthPartners.

Provide cost effective recommendations for system, support, or process improvements based on feedback from broker community.

DECISION MAKING:

This position will work with the Sr. Manager Sales Operations and Solutions in arriving at decisions.


COMPANY CONFIDENTIAL 3



We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.