Job Summary

Serves as the main point of contact for external brokers. Provides exceptional broker service by answering questions and/or resolving concerns through appropriate education, information, and follow-up. Ensures broker satisfaction and a positive experience. The Broker Care Specialist Senior will be a subject matter expert in two or more of the health plan lines of business. Provides support and mentoring to newly hired staff, and have a good knowledge of basic Insurance principles.

Job Duties

• Provides brokers with knowledge of plans, products, systems, and processes to resolve issues/concerns.
• Serves as primary contact for external brokers
• Maintains strong relationships with brokers through telephone contact, written correspondence, electronic messaging 
• Investigates all concerns/issues to assure accurate information is provided in a timely manner.
• Provides resolution for all broker concerns and inquiries.
• Communicates and coordinates with the appropriate internal departments to resolve broker concerns.
• Documents and codes accurately all inquiries/concerns.
• Completes outbound calls to brokers to resolve complex eligibility, or other related issues.
• Handles multiple lines of business. Assists in training other staff.

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

Position Details

Advanced Microsoft Office skills required

• Appointments-Application Status relating to broker
• Medicare Application Status
• Over the phone Medicare Applications, during AEP
• Ready to Sell Status-Litmos and AHIP Status
• Credentialing- License Verification, and E&O Insurance Certification
• Contracting- New appointment Inquiries
• Book of Business
• Collateral-Ordering, Cancelling and Status
• Connecture/Broker Portal-Issues and Access Requests
• Broker Commission
• Member ID Cards
• Basic benefits, eligibility for members/groups
• Enrollment representative lookup (in Facets)
• Email invoices (InstaMed) 

Internet requirements:

​Employee required to have/supply: Cable modem, (high speed, only - No DSL or Wireless Cellular Service or Satellite Service) The minimum requirement is:

• •25 MBPS UP
• •75 MBPS DOWN
• •<150 ms Ping Required
• •<30ms Jitter Required

Computer must be connected to the internet via Ethernet cable; wifi is not permitted unless a Virtual Private Network (VPN) is used for the wifi connection

Education

High School Diploma or Equivalent (GED)- (Required)

Experience

Minimum of 1 year-Customer Service (Required), Minimum of 2 years-Related work experience (Required)

Skills

Call Center Technologies (Inactive); Multitasking; Computer Literacy; Communication; Organizing; Analytical Thinking; Teamwork; Mentoring Skills; Group Problem Solving

About Geisinger

Founded more than 100 years ago by Abigail Geisinger, the system now includes ten hospital campuses, a 550,000-member health plan, two research centers and the Geisinger Commonwealth School of Medicine. With nearly 24,000 employees and more than 1,700 employed physicians, Geisinger boosts its hometown economies in Pennsylvania by billions of dollars annually. Learn more at geisinger.org or connect with us on Facebook, Instagram, LinkedIn and Twitter.

Our Commitment to Diversity, Equity and Inclusion

Geisinger values who you are, where you are from, and where you are going. We seek out people of various backgrounds and cultures with unique abilities, non-traditional career paths and ambitious aspirations. We are an Affirmative Action, Equal Opportunity Employer. Women and Minorities are encouraged to apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status. Read more about Our Commitment to Inclusive Recruiting.

Our Vision & Values

Everything we do is about making better health easier for our patients, our members, our students, our Geisinger family and our communities.

KINDNESS: We strive to treat everyone as we would hope to be treated ourselves.

EXCELLENCE: We treasure colleagues who humbly strive for excellence.

LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow.

INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.

SAFETY: We provide a safe environment for our patients and members and the Geisinger family.

Our Benefits

We offer healthcare benefits for full time and part time positions from day one, including vision, dental and prescription coverage.