Broker Support Coordinator
Broker Support Coordinator
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$ 38000 - 41000
1 Vacancy
Job Description
At Clover Health we are committed to providing highquality affordable and easytounderstand healthcare plans for Americas seniors. We prioritize preventive care while leveraging data and technology through the Clover Assistant a powerful tool that helps physicians make informed health recommendations. By giving doctors a holistic view of each members complete health history we ensure better care at a lower costdelivering the highest value to those who need it most.
We are seeking a motivated and detailoriented Broker Support Coordinator to join our Sales Operations team. In this role you will be the primary point of contact for brokers assisting with inquiries troubleshooting issues and managing escalations to ensure seamless operations. Youll work closely with our broker network and internal teams to uphold Clover Healths commitment to excellence.
*Candidates located in EST or CST time zones are preferred.
As a Broker Support Coordinator you will:
- Respond to broker inquiries via phone and email regarding plan details enrollment processes and system usage.
- Troubleshoot brokerreported issues such as delays in enrollment or system errors and escalate cases to internal departments as needed.
- Monitor and record escalated tickets within our internal systems ensuring timely resolution and followup with brokers from the point of initial submission through to final resolution.
- Provide guidance to brokers on Clover Health tools processes and updates to enhance their ability to serve members.
- Maintain accurate records of broker interactions escalations and resolutions in our CRM and ticketing systems.
- Identify recurring issues and suggest enhancements to streamline broker support operations.
Success in this role looks like:
- By the end of your 90day period master core broker support processes including usage of CRM system proficiency while achieving a 95% customer satisfaction rating on handled cases.
- By 6 months independently manage complex broker inquiries assist new team members on support protocols and maintain a 98% customer satisfaction rating.
- Future success in this role will be measured by consistently exceeding customer satisfaction targets efficiently resolving complex broker inquiries and proactively driving enhancements to team processes and workflows.
You should get in touch if:
- You have 13 years of experience in customer support preferably in healthcare insurance or a brokerfacing role.
- You have strong problemsolving skills with the ability to manage escalations calmly and efficiently.
- You have excellent communication skills both written and verbal with a customerfirst mindset.
- You have familiarity with CRM or ticketing systems (e.g. Salesforce Zendesk or similar): experience with healthcare platforms is a plus.
- You have the ability to work independently and collaboratively in a fastpaced remotefriendly environment.
- You have knowledge of Medicare Advantage plans or insurance processes is preferred but not required willingness to learn is a must!
- You have a High school diploma required; associate or bachelors degree preferred.
Benefits Overview:
- Financial WellBeing: Our commitment to attracting and retaining top talent begins with a competitive base salary and equity opportunities. Additionally we offer a performancebased bonus program 401k matching and regular compensation reviews to recognize and reward exceptional contributions.
- Physical WellBeing: We prioritize the health and wellbeing of our employees and their families by providing comprehensive medical dental and vision coverage. Your health matters to us and we invest in ensuring you have access to quality healthcare.
- Mental WellBeing: We understand the importance of mental health in fostering productivity and maintaining worklife balance. To support this we offer initiatives such as NoMeeting Fridays monthly company holidays access to mental health resources and a generous flexible timeoff policy. Additionally we embrace a remotefirst culture that supports collaboration and flexibility allowing our team members to thrive from any location.
- Professional Development: Developing internal talent is a priority for Clover. We offer learning programs mentorship professional development funding and regular performance feedback and reviews.
Additional Perks:
- Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities
- Reimbursement for office setup expenses
- Monthly cell phone & internet stipend
- Remotefirst culture enabling collaboration with global teams
- Paid parental leave for all new parents
- And much more!
About Clover: We are reinventing health insurance by combining the power of data with human empathy to keep our members healthier. We believe the healthcare system is broken so weve created custom software and analytics to empower our clinical staff to intervene and provide personalized care to the people who need it most.
We always put our members first and our success as a team is measured by the quality of life of the people we serve. Those who work at Clover are passionate and missiondriven individuals with diverse areas of expertise working together to solve the most complicated problem in the world: healthcare.
From Clovers inception Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different strengths experiences perspectives opinions and backgrounds who share a passion for improving peoples lives. Diversity not only includes race and gender identity but also age disability status veteran status sexual orientation religion and many other parts of ones identity. All of our employees points of view are key to our success and inclusion is everyones responsibility.
#LIREMOTE
Pursuant to the San Francisco Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records. We are an EVerify company.
A reasonable estimate of the base salary range for this role is $38000 $41000. Final pay is based on several factors including but not limited to internal equity market data and the applicants education work experience certifications etc.
Required Experience:
IC
Employment Type
Full Time
