Partner Experience Representative

2 weeks ago

Orange, California, United States Alignment Healthcare Full time
Job Summary

We are seeking a highly skilled and experienced Partner Experience Representative to join our team at Alignment Healthcare. As a key member of our Partner Experience Department, you will play a critical role in providing exceptional service to our brokers and agents, ensuring their needs are met and exceeded.

Key Responsibilities
  • Provide timely and effective support to brokers and agents via phone, email, and other communication channels.
  • Research and resolve issues related to member services, benefits, commission payments, application status, and communications.
  • Track webinar attendees and grade exams, updating Salesforce.com with the latest status.
  • Assist with agent contracting and reconciliation of agent status, ensuring they are ready to sell based on submitted forms.
  • Ensure the Partner Experience Queue meets all defined service levels and provide coverage during break or meal periods.
  • Promptly follow up with brokers via email or phone to ensure satisfaction, respond to queries, and solicit further sales or referrals.
  • Identify the nature of broker calls and refer to the appropriate department for resolution if out of basic scope of knowledge.
  • Log calls into Salesforce.com with date, caller name, issue nature, and resolution status.
  • Verify agent licensure on the DOI website and note the status in the broker file.
  • Makes outbound calls to brokers for reservations, confirmations, and communication regarding events.
  • Coordinate venue for FMO meetings, training, and events, maintaining attendance RSVP lists.
  • Create and maintain sub-agent files, correct certification, and re-certification exams, ride-along evaluations, and current life licensure.
Requirements
  • One year of customer service/telemarketing experience.
  • Sales or related experience, preferably in the Medi-Cal, Commercial, or Medicare Managed Care industry.
  • High school diploma or general education degree (GED) and at least one year of related experience and/or training.
  • Knowledge of Medi-Cal, Commercial, and Medicare Managed Care Plans.
  • Bilingual (English/Spanish) preferred.
  • Excellent communicator and presentation skills.
  • Solid computer skills (Word, Excel, PowerPoint, Salesforce, CRM).
Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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