Partner Experience Representative (must reside in Fresno, CA) - Alignment Healthcare

Position Summary:

The main objective of the PER is to assist in the servicing of the Partner Experience Department by answering questions via phone or e-mail with a friendly demeanor, researching and resolving Agent issues as it relates to member services, benefits, commission payments, application status, and communications in general. The PER will be responsible for tracking webinar attendees, and grade exams while updating Salesforce.com with updated status. The PER will also assist Agent contracting with reconciliation of Agents status of Ready to sell based on submitted forms.

General Duties/Responsibilities:

(May include but are not limited to)

Answers incoming broker support queue phone calls from contracted Agents during our Hours of operation Monday through Friday. Schedule can vary from 8:00am to 6:00pm. These hours shall be defined as “Normal Business Hours”. Some weekends required.
The Partner Experience Representative is responsible for ensuring that the Partner Experience Queue meets all defined service levels and that appropriate coverage is made during break or meal periods. This position ensures that all calls are coded or “wrapped up” correctly and that proper reports are generated to ensure service levels. Codes include the following: RX issues, general benefits, application issues, payment commission issues, packet orders, trainings and tests, verification of Part A and B, verification of Medi-Cal, network lookup and provider issues.
Prompt e-mail of phone follow-up as needed with established brokers to ensure satisfaction, respond to queries, solicit further sales (referrals), and solve or refer problems to appropriate internal AHP departments or external partners like Florida Blue and Humana in North Carolina.
Identify nature of broker call and refer to the appropriate department for resolution if out of basic scope of knowledge as listed above. Works to resolve situations with Member Services Department and Eligibility to triage broker issues as they relate to member.
Log calls into Salesforce.com with Date of call, Caller name, nature of the issue, and resolution status.
Monthly verification of Agent licensure on the DOI website to ensure that each broker that is active. Notates this in the broker file.
Makes outbound calls to Brokers as necessary for reservations, confirmations and communication regarding events as well as any other information.
Coordinates the venue for FMO meeting, training and events. Maintains the attendance RSVP list of all active brokers who attend training meetings.
Creates and maintains all Sub-Agent files and Correct Certification and Re-Certification exams. Ride Along evaluations, exams and current Life licensure must be filed for each broker that participates in Salesforce.com
During Annual Election Period (AEP), as well as during downtime, the aforementioned broker-based responsibilities will be primary with data entry as secondary.

Minimum Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Experience:
One year of customer service/telemarketing experience.
Sales or related experience, preferably in the Medi-Cal, Commercial, or Medicare Managed Care industry.

Education/Licensure:
High school diploma or general education degree (GED); and at least one year of related experience and/or training.

Other:
Knowledge of Medi-Cal, Commercial, and Medicare Managed Care Plans.
Bilingual (English/Spanish) preferred.
Excellent communicator and presentation skills.
Solid computer skills (Word, Excel, PowerPoint, Salesforce, CRM).

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Physical Functions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pay Range: $18 - $19 hourly.