Broker Helpline Specialist

Gonzaba Medical Group•San Antonio, TX

2d•Onsite

About The Position

The Broker Helpline Specialist serves as a primary point of contact for external insurance brokers and agency partners while also supporting internal departments and participating in broker- and agent-facing events. This role is responsible for managing inbound and outbound communications related to patient access, Medicare Advantage plans, provider information, scheduling support, chronic verification requests, and service-related inquiries. The position plays a critical role in strengthening broker relationships, improving communication, supporting patient access, and contributing to organizational growth and retention goals through exceptional customer service, collaboration, and engagement. The ideal candidate is relationship-focused, detail-oriented, and able to educate, problem-solve, analyze information, and professionally represent Gonzaba Medical Group (GMG) in both operational and community-facing environments.

Requirements

Minimum high school education or equivalent
Minimum of two (2) years of experience in healthcare, customer service, telecommunications, broker support, or a related field preferred.
Skilled in use of computer/EMR systems.
Knowledge of Word processing software, spreadsheet software, Internet, and database software.
Excellent verbal and written communication skills.
Detail-oriented with strong organizational and time-management abilities.
Ability to work independently in a fast-paced, deadline-driven environment.
Ability to travel to events as needed.
Valid Texas driver's license and proof of insurance required if driving is assigned.
Willingness to work occasional evenings or weekends for events.

Nice To Haves

Experience with Medicare Advantage plans, provider networks, or patient access strongly preferred.
Experience interacting with brokers, agents, or external partners preferred.
Proficiency in EMR systems, CRM tools (Salesforce), Word, Excel, database systems, and internet-based platforms.
Strong analytical and reporting skills with the ability to translate information into actionable insights.
Bilingual (English/Spanish) strongly preferred.

Responsibilities

Broker Helpline & Relationship Support Serve as a primary contact for inbound and outbound calls from insurance brokers and agency partners.
Respond to broker inquiries related to: provider availability and locations, chronic verification requests, Medicare Advantage plans accepted, patient onboarding and access, appointment scheduling and general service questions.
Route and coordinate broker-related issues with appropriate internal departments to ensure timely resolution.
Educate brokers on Gonzaba Medical Group services, workflows, and key differentiators.
Support broker retention and satisfaction through proactive communication, follow-up, and relationship building.
Serve as a point of contact for inbound and outbound calls from: insurance brokers and agency partners, Medicare Advantage prospects and members, Insurance Carriers Partners, and internal GMG staff.
Provide accurate information regarding GMG services, processes, provider access, and Medicare Advantage participation.
Resolve inquiries independently when possible or escalate appropriately to ensure resolution.
Document all interactions accurately in EMR, Salesforce, or other designated systems.
Patient Access & Scheduling Support Assist with scheduling, rescheduling, and canceling appointments using the Athena system as needed.
Support new patient onboarding by matching patients with appropriate providers and locations.
Verify Medicare Advantage eligibility and plan acceptance across multiple platforms.
Assist with prescription refill requests in accordance with GMG guidelines.
Accurately document patient-related information in practice management systems.
Assist providers and staff with questions related to Medicare Advantage plans and benefits.
Events, Outreach & Agent Engagement Support and participate in broker- and agent-facing events, including educational trainings, appreciation and recognition events, community outreach activities, health fairs and promotional events, marketing and enrollment initiatives.
Assist with event coordination, preparation, logistics, setup, and breakdown (lifting up to 60 lbs. as needed).
Professionally represent Gonzaba Medical Group at events and effectively communicate the GMG story and value proposition.
Track attendance, engagement, and outcomes using Salesforce or internal tracking tools.
Communicate event updates, call campaigns, and initiatives across Patient Services, Sales, and Marketing teams.
Support marketing initiatives related to broker and agent engagement.