Broker Support Representative II (Remote)

Broker Support Representative II

Candidates must live in the MD, DC, Northern VA area in order to travel into the offices occasionally.

Purpose : The Broker Support Representative II serves as the primary liaison between our organization and key health insurance broker partners. This role provides strategic operational support, proactive service delivery, and technical expertise to our most prestigious broker agencies and their client accounts. The position requires a customer-focused professional who can build and maintain strong broker relationships while ensuring seamless service delivery and operational excellence.

Essential Functions :

• Act as the dedicated point of contact for assigned broker agencies, providing comprehensive support for all operational, enrollment, and service-related matters.
• Deliver proactive onsite support to broker partners and account administrators to prevent service disruptions and ensure optimal customer experience.
• Facilitate broker and account training sessions and service coordination meetings to ensure partner success.
• Support sales teams as required to address customer issues.
• Resolve complex service issues, member complaints, and escalations by coordinating across internal departments and external vendors.
• Manage formal appeals processes for enrollment and service matters, ensuring timely and compliant responses to brokers, clients, and regulatory agencies.
• Maintain accurate documentation and reporting on broker account activities, service metrics, and issue resolution.
• Serve as subject matter expert on benefits, policies, and operational procedures for assigned broker partners.
• Collaborate with operations to resolve claims and eligibility issues.
• Monitor individual and team performance against key performance indicators, ensuring work is completed within corporate SLA targets.
• Mentor and train Broker Support Representative I staff members.

Supervisory Responsibility : Position does not have direct reports but is expected to assist in guiding and mentoring less experienced staff. May lead a team of matrixed resources.

Qualifications :

Knowledge, Skills and Abilities (KSAs) :

Salary Range : $49,032 - $89,892

Salary Range Disclaimer : The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education / training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs / plans, and 401k contribution programs / plans (all benefits / incentives are subject to eligibility requirements).

Equal Employment Opportunity : CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.