Broker Services Specialist III

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Job Category:
Provider Relations

Location:

Los Angeles, CA, US, 90017

Position Type:
Full Time

Requisition

Salary Range:$60,778.00(Min.) -$75,950.00(Mid.) -$91,166.00(Max.)

Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members, we make sure our members get the right care at the right place at the right time.

Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.

The Broker Services Specialist III is the Subject Matter Expert (SME) on the day-to-day duties involving collaboration with external business units such as sales operations and compliance, Finance (MPSS) and I.T. Collaborates with Sales & Marketing Data Analysts to provide monthly productivity report to Leadership and identify key metrics for Broker Support Team. This position builds and maintains a positive and professional relationship with L.A. Care’s contracted General Agencies (GA) and their contracted Agents and provides training and basic knowledge on L.A. Care and specified lines of business, and is an expert in knowledge on Sales Force and all proprietary systems, procedures and tools.

The Broker Services Specialist III serves as the primary Point of Contact with our finance unit to ensure agent sales commissions are reconciled and paid within the pay period. This position is responsible for supporting L.A Care's Direct Agent Service Model (DASM) and being the primary point of contact for agencies participating in the DASM. The DASM provides direct support to agents who will be designated by their members as authorized agents to make payments or make certain changes to their account on their behalf.

In addition, this position provides a high degree of customer service to all Management, the Sales Teams and interdepartmentally, to ensure that growth and retention for L.A. Care members and beneficiaries. Acts as a Subject Matter Expert, serves as a resource and mentor for other staff.

• Customer Relations:
  Manages the inside support requirements of multiple inquiries from the contracted broker community and manage the operations of L.A Care's DASM. Outcomes Expected:
  Maintains relationships by answering inquiries from brokers, via Sales Force, telephonic, or any alternate communication. Follows through with timely responses, including research and resolution, as established by department Key Performance Indicator's (KPI) and maintain follow-up with key GA partners who are part of the DASM to ensure all submitted change requests are completed by the Broker Support team in a timely manner.
  
  Manages broker profiles in Sales forces to ensure data accuracy. Acts as point of contact for stakeholders and provide updates accordingly to daily/weekly/monthly meetings with leadership. (40%)
• Sales Operations/ Compliance and Regulatory Requirements:
  Serves as a liaison to Sales Operations and assist with; general agency contracting and agent onboarding, off boarding, transfer request processing for L.A Care Medicare Plus (DSNP), L.A. Care Covered (LACC) and other product lines added. Serves as liaison to Finance (MPSS) for commission reconciliation and payments. Assist with processing of new agent requests, agent inquiries inbox, management of license expirations, generate of appointment agent report for Finance, generate/validate compliance reports for Brokers, Office of Inspector General (OIG) report, agent termination report (LACC), America's Health Insurance Plans (AHIP) tracking and update.
  
  Works with internal Sales compliance staff to monitor sales regulations and adherence to State and Federal Marketing guidelines. In addition, works with systems to ensure appropriate data is collected for auditing purposes. Works with IT for testing and implementation of system updates or…