Broker Relations Representative

Integrity Marketing Group•Orange, CA

12d•$23

About The Position

Applied General Agency, an Integrity partner, was founded by Patrick Rodriguez in 1993. Headquartered in Anaheim, California, AGA has become one of the largest Medicare-focused independent marketing organizations in the nation. AGA was created with the intention of providing unparalleled value to overworked agents who had more obligations than time. With the support of a full back-office team, AGA has the vision and tools to make quality agents even more successful. AGA has grown to support close to 10,000 agents in serving the needs of half a million Americans nationwide. For more information, visit www.appliedga.com. Job Summary A Broker Relations Representative I creates and maintains professional relationships with new and existing agents through strong interpersonal skills. Serves as the initial point of contact for issue resolution, operational support and expertise through prompt and professional telephone and electronic communication. Takes ownership and action to handle general sales, compliance, and application submission related inquiries. Provides agents assistance with on-boarding, certifications, and systems training including the use of available self-service tools for lead ordering, co-op marketing, and material orders. Coordinates resolutions with key business partners and internal departments, and documents all communication and steps taken in a timely manner. Compensation: The general pay scale for this open position is up to $23 per hour. Pay for a selected candidate will be determined within the pay scale based on one or more of the following factors: candidate’s experience, skill set, education level, and/or location.

Requirements

Strong telephonic and electronic communication skills and etiquette.
Computer literate and proficient in Microsoft Suite, Google Suite and Outlook.
Experience utilizing data entry and work-flow management systems as well as internet-based call center applications.
Comfortability in a paper-less, electronic document-based environment.
Advanced problem-solving skills, adaptability to changing business environments, and the ability to appropriately prioritize daily tasks and objectives.
At least one year of experience in telephonic customer service preferred.
Experience in managed care, healthcare or Medicare preferred.
Proficient knowledge of the English language required.
Minimal travel required.

Nice To Haves

Experience in managed care, healthcare or Medicare preferred.

Responsibilities

Best-in-class customer service focused on finding a first call resolution.
Documenting and assisting with requests in an accurate and timely manner.
Meeting all inbound and outbound calling and ticket resolution metrics.
Appropriate communication with other departments and business partners to ensure optimal resolution timeframes.
Medicare sales and compliance knowledge.
Strict adherence to all HIPAA and PHI guidelines.
Training and troubleshooting application submission programs.
Familiarity with agent contracting and certification process.
Commission inquiry research.
Understanding of leads, co-op, and marketing programs.
Walking agents through the use of various internal systems including their online portal and utilization of self-service options.