Medicare & Individual Marketing - Broker Support Marketing Liaison 176-1010

Community Care • Tulsa, OK

4d

About The Position

This position is part of a team that supports Brokers through email and phone communication. Support includes billing and invoice inquiries, eligibility inquiries, claims inquiries, and benefit verification. The role is expected to foster a member-centric, performance-driven attitude and uphold the organization’s culture and reputation for caring for its members.

The position includes detailed technical work and client communication. It requires coordination with internal departments and the development of relationships with agent contacts to validate information or request missing details. The liaison also manages the quality and timeliness of client deliverables, participates in client calls and meetings as appropriate, and helps prepare and deliver clear, concise, client-friendly communications.

Requirements

• High school diploma or equivalent required.
• At least 3 years of relevant and progressive experience, or an equivalent combination of education and job-related experience.
• At least 2 years of customer service experience with direct customer interactions, or equivalent educational experience.
• Exceptional telephone manner, customer service, active listening, verbal communication, and written communication skills.
• Strong time management and decision-making skills.
• Proficiency in Excel and Microsoft applications.
• Ability to take initiative, identify and overcome obstacles, manage ambiguity, and remain focused and productive.
• Ability to work cross-functionally and at all levels, both independently and as part of a team.
• Ability to think and work independently, critically, creatively, and analytically, and exercise sound judgment.
• Ability to manage multiple assignments while maintaining composure, good judgment, and commitment to deadlines.
• Successful completion of a Health Care Sanctions background check.

Nice To Haves

• Customer service and direct customer interaction experience preferred.
• Contact center or medical field experience preferred.
• Health insurance experience preferred.

Responsibilities

• Monitor and respond to requests sent to the Broker Support shared email.
• Coordinate with internal departments to gather information and provide appropriate responses.
• Answer incoming calls from Brokers and Agents.
• Initiate outgoing calls to Brokers and Agents.
• Develop relationships with agent contacts to validate information or request missing information.
• Manage the quality and timeliness of client deliverables, participate in client calls and meetings as appropriate, and assist with preparing and delivering clear, concise, client-friendly communications.
• Interface with team members, management, and customers regarding service issues.
• Use effective listening to understand callers’ needs and complaints, offer the best possible solution, and help callers feel supported and valued.
• Perform other job-related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED