ABOUT THE ROLE
The Broker Service Unit Supervisor will report directly to the Broker Service Unit Manager and is responsible for the local team's day to day of internal Contact Center operations of servicing brokers, employers, and members through various communication channels, including but not limited to inbound and outbound phone calls, web chat, text and email as required. The team is responsible for assisting in the complete lifecycle of Distribution from broker contracting, enrollment, assisting with member service and on-going broker account services.
As the Broker Service Unit Supervisor, you will play a critical role in Bright's success by leading and managing the front-line Broker Service Unit Representatives who are directly responsible for driving overall broker satisfaction. The Broker Service Unit Supervisor will ensure 100 percent compliance with each interaction. Your responsibility will be to assist in the training, coaching, and support of the staff while meeting the set key performance indicators while improving business processes and procedures. This role will lead our bilingual team and also will be the subject matter expert for Employer plans, including Benefit Administration support.
Manage Broker Service Unit team to meet established goals, KPIs and SLAs to support organizational goals and desired outcomes of Broker Service Unit Representatives.
Monitor call volume, consumer interaction, workload balancing and work force management details to identify trends and areas of improvement through intraday and historical analysis
Conduct regular sales related training, focusing on increasing sales, overcoming objections, expanding markets, selling the full portfolio, presentation skills, prospecting, and other aspects of the agent role, especially in Employer plans.
Learn and deeply understand the products and services offered through Bright Health Plan, including available products, networks, competitors, historic performance, past and upcoming changes to the market, market nuances (cultural and ethnic make-up, neighborhoods, care partners and providers), prior and future disruptions, key agencies and producers, market share, etc.
Stay up to date on current regulations and compliance guidelines including the CMS Medicare Marketing Guidelines, state DOI requirements, and continue a culture of compliance with internal and external partners
Successfully complete annual product training, AHIP certification and any additional training and/or certification
Assist as needed with peak volume incoming calls and emails, especially during enrollment and effectuation season
EDUCATION, TRAINING, AND PROFESSIONAL EXPERIENCE
Bachelor's Degree preferred, ideally in business management, communication or marketing related fields.
Relevant contact center experience is required
Possess exceptional communication skills over multiple communication channels.
Proficiency with Microsoft Office suite, web-based applications and use of the internet.
Team player and an adept problem solver.
Professional demeanor while facilitating conflict resolution.
See the value in cultivating long lasting relationships and are successful at doing so
LICENSURES AND CERTIFICATIONS
At Bright Health, we brought together the brightest minds from the health care industry and consumer technology and together we created Bright Health: a new, brighter approach to healthcare, built for individuals. Our plans are easy to manage, personalized and more affordable, giving people the quality care they deserve. Through our exclusive care partnerships with leading health systems in local communities we are reshaping how people and physicians achieve better health together.
We're Making Healthcare Right. Together.
We've won some fun awards like: Great Places to Work, Modern Healthcare, Forbes, etc. But more than anything, we're a group of people who are really dedicated to our mission in healthcare. Come join our growing team!
As an Equal Opportunity Employer, we welcome and employ a diverse employee group committed to meeting the needs of Bright Health, our consumers, and the communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.