Multi-Market Support Specialist I

Broker Service Specialist I- TX/OK

The Broker Service Specialist I, working closely with Sales Consultants, Brokers and Service Providers, under direct supervision, is responsible to apply service provider principles and internal procedures, research and analyze issues, respond to telephone and written inquiries and initiate steps to assist callers regarding issues relating to membership, benefit modifications, and inquiries regarding pre/post sale issues. The Broker Service Specialist I operates at an introductory level, with limited knowledge regarding business guidelines and procedures, as well as modifications to existing business.

Overview of Responsibilities

• Successfully complete the required basic training. Able to perform all job functions with assistance from co-workers, specialists and managers; including but not limited to the following:
• Respond to coworker and customer questions in a clear and effective manner via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
• Analyze simple, complex and/or difficult problems and provide information/solutions. May require in-depth research.
• Interpret and explain policies, benefits, guidelines, etc. to customers. May require in-depth research or guidance from co-workers, specialists, managers and/or service providers.
• Operate internal and external computerized systems to obtain and extract information, documents, activities and changes for tracking, information gathering and troubleshooting.
• Thoroughly document inquiry outcomes for accurate tracking and analysis.
• Receive and place follow-up telephone calls / e-mails to answer customer questions that are routine in nature within 4 hours at a maximum.
• Develop and maintain positive customer relations and coordinate with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
• Research and analyze data to address operational challenges and customer service issues.
• Provide external and internal customers with the requested information.
• Serve as a liaison between the customer and service providers.
• Requires limited knowledge of company services, products, insurance benefits, provider contracts and claims.
• Identify, understand and respond to the needs and expectations of coworkers and customers.
• Provide back up in other areas within the department/company as needed/requested.
• Other activities as assigned.

Other Performance Expectations

• Treat all employees and customers fairly and with respect. Consistently communicate with other employees and customers in a dignified, positive fashion in order to encourage and achieve maximum performance results
• Lead by example and regularly review, understand, and comply with all policies and procedures, including those regarding punctuality, attendance, harassment and discrimination prevention
• Embrace change with a positive attitude and motivate others in the department to do the same.
• Demonstrate consistent, outstanding judgment, honesty and integrity in all aspects of job performance
• Continually evaluate work environment identifying areas where assistance is required and opportunities for process improvement exist
• Maintain and foster positive, open communication channels with all coworkers and customers
• Complete assignments as assigned and on time, unless otherwise agreed to.
• Independently seek out additional work from current or other departments as time permits.
• Positively participate in other projects/activities as assigned.

Additional Skills and Requirements

• Minimum of a High School Diploma; advanced education or degree preferred.
• Prior insurance service experience resulting from a combination of education and/or experience that would provide an equivalent background in terms of insurance knowledge and experience is desired.
• Excellent written and oral communication and interpersonal skills.
• Ability to understand and demonstrate the use of computer systems, computer programs and office equipment as necessary, including ability to type a minimum of 30-35 wpm and proficiency in the use of a 10 key
• Ability to work a minimum of 8 hours per day, Monday through Friday, generally with shift starting times between 8:00-8:30 a.m., as determined by senior management.
• Ability to work overtime, holidays and weekends as requested by senior management.
• May require occasional in/out of state multi day travel.
• High level planning, organizing and time management skills.
• Proven ability to analyze and resolve mathematical discrepancies
• Ability to maintain a pleasant, cordial, and professional demeanor when negotiating with coworkers and customers; especially when dealing with a heated situation
• Ability to successfully prioritize and remain calm when faced with requests, demands, and deadlines.
• May require an active state Life and Health Insurance License – dependent on state.
Ability to sit for long periods of time, lift a minimum of 5 pounds, file, stand, bend, reach, and pull.

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  Compensation
  • Hourly Range: $27.26 - $27.29 per hour
  • Actual compensation may vary from posting based on work experience, education, and/or skill level.
  • • The hourly or salary range is the range Warner Pacific in good faith believes is the range of possible compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
  • We offer a range of market-competitive benefits that include merit increases, paid holidays, Paid Time Off, medical, dental, vision, short- and long-term disability benefits, 401(k) match, and life insurance.
  • As an organization that values diversity of backgrounds, experiences, thoughts, and education levels, we know that an amazing candidate may not have all the qualifications that are listed above. Warner does not want to miss out on excellent candidates. If you believe you would be able to leverage your skills and strengths to meet our “Duties & Responsibilities" section, please apply! We look forward to hearing from you!