Summary / Objective:
The Broker Account Representative is responsible for developing, managing, and strengthening relationships with external brokers and agency partners to position Medicare Advantage products to drive membership growth and retention. This role serves as the primary liaison between the health plan and assigned broker partners, providing sales support, product expertise, training, market intelligence, and strategic guidance to ensure brokers are equipped to effectively represent and sell the organization's Medicare Advantage products.
The successful candidate will cultivate productive partnerships with brokerage distribution, execute broker engagement strategies, and collaborate cross-functionally with internal stakeholders to achieve membership and revenue objectives while maintaining compliance with Centers for Medicare & Medicaid Services (CMS) regulations and company policies.
As the Health Plan grows, this position may assume increasing responsibility for direct broker relationship management, strategic account support, and distribution channel development.
Essential Functions:
- Develop, manage, and maintain strong relationships with assigned broker agencies, independent brokers, and distribution partners to support Medicare Advantage Membership growth and retention goals.
- Serve as the primary point of contact for broker partners, providing timely, accurate, and professional support regarding products, benefits, enrollment processes, compliance requirements, and operational issues.
- Coordinate with Manager to monitor broker sales and engagement strategies designed to increase awareness, adoption, and sales of Medicare Advantage products within the assigned market.
- Utilize the appropriate systems to manage the onboarding, training and support of new broker partners while fostering productive relationships with existing agencies and producers.
- Conduct broker education sessions, product training, sales meetings, and market updates to ensure partners are knowledgeable about Medicare Advantage products, and competitive positioning.
- Develop and implement service area business plans to achieve enrollment, retention, and revenue objectives.
- Support Annual Enrollment Period (AEP), Open Enrollment Period (OEP), and Special Enrollment Period (SEP) activities through broker engagement, event support, training, and sales consultation.
- Coordinate with the appropriate departments and Manager to ensure all broker activities, communications, sales presentations, and marketing efforts comply with CMS regulations, Medicare Marketing Guidelines, health plan policies, and applicable state and federal requirements.
- Coordinate with Compliance and Manager to partner with brokers, resolve broker concerns, escalated issues, and service challenges while maintaining a high level of partner satisfaction.
- Maintain accurate records of broker interactions, sales activities, training completions, and account plans within designated customer relationship management (CRM) systems.
- Communicate product enhancements, benefit changes, operational updates, and regulatory requirements to broker partners in a timely and effective manner.
- Represent the plan at broker meetings, industry events, community events, conferences, and other market-facing activities to strengthen relationships and enhance brand presence.
- Gather and communicate broker feedback, market intelligence, and competitive insights to leadership to support business planning and product development.
- Prepare and deliver regular reports on broker activity, sales performance, membership growth, and market conditions.
- Travel throughout the assigned service area to meet with brokers, agencies, and community partners as needed to support business objectives. Some travel may need pre-approval.
- Perform other duties and special projects assigned in support of departmental and organizational goals.
Knowledge/Skills/Abilities
- Set a positive example by displaying a professional demeanor and remaining friendly and courteous at all times.
- Proactive team player, ability to problem solve.
- Interpersonal skills, with the ability to build strong relationships at all levels.
- Ability to multi-task and adapt well in a compliant deadline driven environment.
- Strong verbal and written communication skills with customers, supervisors and co-workers.
- Strong organizational, time management and prioritization skills:
- Self-starter. Ability to set priorities and keep to projected schedules.
- Excellent computer proficiency (MS Office – Word, Excel and Outlook) including being able to effectively maintain written and computer records in accordance with regulatory agencies.
Required Education and/or Work Experience:
- High school diploma or GED.
- Three (3) years of experience in healthcare, insurance, sales support, customer service, account management, broker support, provider relations, or related business functions.
- Or equivalent combination of education and experience.
Preferred Education and/or Work Experience:
- Associate's or Bachelor's degree
- Medicare Advantage experience
- Health plan or managed care experience
- Broker, producer, provider relations, sales support, or account management experience
- Experience using CRM systems
*PSW does not typically hire at the top of the pay range *
Benefits:
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401(k)
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401(k) matching
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Dental insurance
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Disability insurance
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Flexible Spending Account (FSA)
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Health Savings Account (HSA)
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Health insurance
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Life insurance
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Paid time off
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Tuition reimbursement
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Vision insurance
