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Broker Service Rep I

  • Job Family: Customer Care
  • Type: Full time
  • Date Posted:
  • Req #: PS67658

Location:

  • VA, Richmond
  • Virginia, Virginia

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Description

Broker Service Representative I, II, III

Richmond, VA

Primary duties may include, but are not limited to: (BSR I)

  • Responsible for providing operational support and expertise, as well as single point of service support (e.g., phone inquiries) to key Broker contacts (Brokers, General Agents, Agencies, etc.) and Account Management. 
  • Servicing brokers on behalf of client accounts with timely and effective response to client service related concerns and issues. Keeps sales teams appraised of service related trends and issues, handles escalations and provides overall support to key broker service related issues and needs.
  • Primarily talks with brokers/agencies by phone.  
  • Answers Broker inquiries regarding one of the following areas: Claims, Benefits, Enrollment, and/or Billing. Responds to all types of customer issues and investigates and resolves errors.
  • Coordinates complaint resolution concerning any type of post-sale service issue with appropriate department(s). Coordinates Broker service needs with other departments as required to ensure optimal service and satisfaction.  
  • Educate, assists and/or trains Brokers/Agencies on available self-service tools and electronic applications to help support and manage their business.  
  • Seeks, understands and responds to the needs and expectations of internal and external customers.

Primary duties may include, but are not limited to: (BSRII)

  • Responsible for providing operational support and expertise, as well as single point of service support (e.g., phone and email inquiries) to key Broker contacts (Brokers, General Agents, Agencies, etc.) and Account Management.  
  • Primary duties may include, but are not limited to: Servicing brokers on behalf of client accounts with timely and effective response to client service related concerns and issues.
  • Keeps sales teams appraised of service related trends and issues, handles escalations and provides overall support to key broker service related issues and needs.
  • Talks with brokers/agencies by phone, via email or in person to ensure the best service possible.  
  • Answers Broker inquiries, both telephone and email, and already possesses the skillsets & meets expectations in all 4 of the following key areas: Claims, Benefits, Enrollment, and/or Billing.
  • Responds to all types of customer issues and investigates and resolves errors.
  • Coordinates complaint resolution concerning any type of post-sale service issue with appropriate department(s).
  • Coordinates Broker service needs with other departments as required to ensure optimal service and satisfaction.  
  • Educate, assists and/or trains Brokers/Agencies on available self-service tools and electronic applications to help support and manage their business.  
  • Seeks, understands and responds to the needs and expectations of internal and external customers.

Primary duties may include, but are not limited to: (BSRIII)

  • Responsible for providing dedicated operational support and expertise, as well as single point of service support (e.g., phone and e-mail inquiries, claims, enrollment, billing) to Elite Broker contacts (Brokers, General Agents, Agencies, etc.) and Account Management.
  • Services for customized client accounts (those requiring handling of both small group and large group accounts, supporting regional plan offerings, have issues that are impacting multiple service areas such as claims, eligibility, etc. and provide onsite support as needed)  with timely and effective response to broker/client service related concerns and issues.
  • Keeps operational teams and sales teams appraised of any significant market issues.  
  • Keeps account management appraised of service related trends and issues, handles escalations and provides overall support to key broker service related issues and needs.
  • Talks with dedicated Brokers about complex client issues by phone; email; or in person to ensure the best service possible.
  • Answers dedicated broker inquiries regarding health plan or service issues.
  • Responds to customer issues and investigates and resolves errors.
  • Coordinates complaint resolution concerning billing or services rendered with appropriate department(s).
  • Coordinates broker service needs with other departments as required to ensure the highest level of service and satisfaction.  
  • Assists and/or trains dedicated Brokers/Agencies on available electronic applications/tools to help support and manage their business.
  • Regularly attends and participates in broker site visits as the need arises based on market request.
  • Broker visits can be anywhere from quarterly to a couple times a year all depending on importance and the need.
  • Seeks, understands and responds to the needs and expectations of internal and external customers.

Requirements: (BSR I)

  • HS diploma or equivalent and a minimum of 1 year related claims/customer service/enrollment and billing experience; or any combination of education and experience which would provide an equivalent background.  
  • Associate's Degree preferred.

Requirements: (BSRII)

  • HS diploma or equivalent and a minimum of 1 year of Broker Services experience and a minimum of 3 years related claims/customer service/enrollment and billing experience; or any combination of education and experience which would provide an equivalent background.
  • Associate's Degree preferred.

Requirements: (BSRIII)

  • HS diploma and a minimum of 2 years of Broker Services experience and a minimum of 5 years related claims/customer service/enrollment and billing experience; or any combination of education and experience which would provide an equivalent background.
  • Associate's Degree preferred.


 


Please be advised that Elevance Health only accepts resumes from agencies that have a signed agreement with Elevance Health. Accordingly, Elevance Health is not obligated to pay referral fees to any agency that is not a party to an agreement with Elevance Health. Thus, any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Be part of an Extraordinary Team

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. Previously known as Anthem, Inc., we have evolved into a company focused on whole health and updated our name to better reflect the direction the company is heading.

We are looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve. You will thrive in a complex and collaborative environment where you take action and ownership to solve problems and lead change. Do you want to be part of a larger purpose and an evolving, high-performance culture that empowers you to make an impact?

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates to become vaccinated against COVID-19. If you are not vaccinated, your offer will be rescinded unless you provide – and Elevance Health approves – a valid religious or medical explanation as to why you are not able to get vaccinated that Elevance Health is able to reasonably accommodate. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health has been named as a Fortune Great Place To Work in 2021, is ranked as one of the 2021 World’s Most Admired Companies among health insurers by Fortune magazine, and a Top 20 Fortune 500 Companies on Diversity and Inclusion. To learn more about our company and apply, please visit us at careers.ElevanceHealthinc.com. Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact ability@icareerhelp.com for assistance.

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