The Broker Support Specialist will contribute to the success of the day to day growth strategy by providing support to Field Marketing Organizations (FMOs) and Brokers.
This position is responsible for building and maintaining a positive and professional relationship with contracted FMOs and their contracted Brokers. This role provides training and support on annual contracting, CHRISTUS portals for Health Insurance Exchange, Medicare, and Small Group lines of business. This person is also responsible for performing support activities as needed to ensure that the FMO and Broker experience with CHRISTUS Health Plan has a high degree of satisfaction. In addition, a high degree of customer service is expected to all Management, the Sales Teams, and inter-departmentally, to ensure that growth and retention for CHRISTUS Health Plan members.
Customer Relations: Manage the inside support requirement of multiple inquiries from the contracted FMO and Broker community. Maintain relationships, answer inquiries from FMO and Brokers via broker support email, telephonic or any alternate communication. Researches and provides resolution as established by department Key Performance Indicators (KPI's). Acts as a subject matter expert for all CHRISTUS Health Plan benefits for each line of business.
Training: Provide training and guidance to FMO and Broker on products, services, benefits, process, and available tools. Partner in training opportunities with the sales management team. Participate in needs assessments to determine gaps in processes that may lead to training opportunities.
Maintain enrollment and tracking system utilizing CMS database and internal processes to ensure timely and accurate processing of membership applications.
Collect and manage the compilation of all data to analyze market population demographics and membership trends by zip code.
Collect, coordinate and prepare documents such as Sales Productivity Report, Enrollment Application Report, commission calculations and submission, etc. and provide analysis on implications of data for management.
Produce reports as needed which involves compiling data from different existing reports.
Responsible for all CMS required tracking for community-based marketing such as events, health fairs, etc.
Compliance and Regulatory Requirements: Work with internal 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 audition purposes. Identify solutions for any issues that arise and troubleshoot to ensure resolutions to maintain compliance with regulations.
Work on special projects to identify internal and external trends that may influence and/or predict unusual marketing and enrollment activity.
Evaluate current data needs and establish a set of key management reports.
Enhance and refine core ongoing reports.
Work on other special projects as needed.
Act as SalesForce.com liaison between plan and the health plan ensuring data is updated and relevant for reporting and tracking purposes, impacting overall marketing activities.
Ensure all enrollment forms are processed and submitted to the enrollment department and CMS, preparing all enrollment communication and back-up paperwork.
Follow CHRISTUS guidelines related to the Health Insurance Portability and Accountability Act (HIPAA) designed to prevent or detect unauthorized disclosure of Protected Health Information (PHI)
Other duties as assigned
High School Diploma
Bachelor's Degree in a related field (i.e. Health Care Administration, Marketing, Business Administration, Math) or equivalent experience
Proficient in PowerPoint and Excel
Analytics ability to organize and prioritize work to meet deadlines
Good judgment, initiative, and problem-solving abilities
Ability to handle and resolve complex issues with little assistance
Excellent communication skills both verbal and written
Must be able to travel up to 25% including around and within driving distance, as well to other areas
Excellent written and oral communication skills, analytical and problem-solving skills, and interpersonal and teaming skills
Systematic Problem Solving: Able to apply systems thinking to generate solutions; focus on process rather than isolated events; obtain multiple assessments of a situation and be systematic in identifying trouble spots; use tools to define problems; evaluate alternative solutions.
Related Marketing experience, including a high level of expertise with health insurance statistical analysis
Proficiency in Microsoft Office products including Excel, Access, and PowerPoint
Experience developing and maintaining database systems tracking sales activity
CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.