Who We Are

Point32Health is a leading health and wellbeing organization, delivering an ever-better personalized health care experience to everyone in our communities. At Point32Health, we are building on the quality, nonprofit heritage of our founding organizations, Tufts Health Plan and Harvard Pilgrim Health Care, where we leverage our experience and expertise to help people find their version of healthier living through a broad range of health plans and tools that make navigating health and wellbeing easier.

We enjoy the important work we do every day in service to our members, partners, colleagues and communities.

Job Summary

Under the general direction of the Manager of Medicare Sales Operations, the Sales Operations Specialist will serve as the first point of contact for broker inquiries, manage broker portal-related interactions, and manage the broker credentialing process. As well, it provides Sales Operations support to the direct Sales and Marketing teams.

Key Responsibilities/Duties – what you will be doing

Serve as the first point of contact for broker inquiries for brokers selling Medicare products.
Provide customer service to brokers selling Medicare products via phone/e-mail/correspondence to prospective or existing Brokers and related internal personnel, answering questions, problem solving, checking with internal teams or researching situations as relevant to resolve broker inquiries.

Manage broker portal-related interactions, including managing broker online registration process, processing and communicating first administrator access, maintaining demographic data updates as needed and providing Medicare brokers with portal navigation assistance.

Credential and conduct initial onboarding set up of new/ participating brokers by:
- Researching and processing applications, tax forms, licenses, broker portal authorization forms and related documents.
- Explaining eligibility criteria to new/participating brokers.
- Appointing brokers with state agencies.
- Completing ongoing and annual broker license and certification tracking.

Maintain broker records and reports in the broker commissions database, including:
- Credentialing brokers.
- Adding new accounts and broker links.
- Organizing monthly commission payments to Brokers.
- Running associated reports, interacting with Broker Compensation to ensure appropriate payment.
- Receiving payment-related, email correspondences/calls from Brokers.
- Processing monthly non-standard commission calculations and reports.

Supports Brokers and Medicare Sales staff by providing information related to year-end bonus projections for brokers selling Medicare products.

Collaborates with the Sales & Marketing Product Operations and IT departments to provide input into database improvements, including testing and reporting results.

Communicates broker issues and activity to Sales management. Advises and consults with Sales managers and Sales/Account executives regarding broker involvement in their accounts.

Provide necessary support for Direct Sales Channels across all markets. Includes:

Agent oversight including licensing and certifications to ensure ready to sell status.
Vendor and system management activities supporting telephonic, online, and broker enrollment mechanisms.
Submission of FDR reports to meet compliance oversight of key activities.
Preparation and oversight of CMS testing (TTY and Foreign Language) to ensure 5-star rating from CMS.
Sales material creation and submissions according to regulatory requirements.
Research, document, and resolve all grievances and enrollment issues as applicable.
Collection and documentation of sales surveillance information for submission to Compliance team.
Annual review of regulatory guidance, including collaboration with Compliance team.
Quality monitoring and scoring of recorded calls.

Qualifications – what you need to perform the job

EDUCATION: HS Diploma, Bachelors preferred.

EXPERIENCE: Three (3) years administrative support or similar customer service experience at a health plan. Experience working with broker community preferred.

SKILL REQUIREMENTS:

Strong organizational skills and attention to detail
Comfort with working independently and handling multiple tasks simultaneously
Demonstrated excellent written, oral and telephone skills. Maintains confidentiality
Experience working with web tools and databases as well as experience with MS Word, MS Excel, Outlook
Strong collaboration skills and comfort working with teams across the enterprise

Resilient and flexible

Compensation & Total Rewards Overview

As part of our comprehensive total rewards program, colleagues are also eligible for variable pay. Eligibility for any bonus, commission, benefits, or any other form of compensation and benefits remains in the Company's sole discretion and may be modified at the Company’s sole discretion, consistent with the law.

Point32Health offers their Colleagues a competitive and comprehensive total rewards package which currently includes:

Medical, dental and vision coverage
Retirement plans
Paid time off
Employer-paid life and disability insurance with additional buy-up coverage options
Tuition program
Well-being benefits
Full suite of benefits to support career development, individual & family health, and financial health

For more details on our total rewards programs, visit https://www.point32health.org/careers/benefits/

Commitment to Diversity, Equity, Inclusion, Accessibility (DEIA) and Health Equity

Point32Health is committed to making diversity, equity, inclusion, accessibility and health equity part of everything we do—from product design to the workforce driving that innovation. Our Diversity, Equity, Inclusion, Accessibility (DEIA) and Health Equity team's strategy is deeply connected to our core values and will evolve as the changing nature of work shifts. Programming, events, and an inclusion infrastructure play a role in how we spread cultural awareness, train people leaders on engaging with their teams and provide parameters on how to recruit and retain talented and dynamic talent. We welcome all applicants and qualified individuals, who will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Scam Alert: Point32Health has recently become aware of job posting scams where unauthorized individuals posing as Point32Health recruiters have placed job advertisements and reached out to potential candidates. These advertisements or individuals may ask the applicant to make a payment. Point32Health would never ask an applicant to make a payment related to a job application or job offer, or to pay for workplace equipment. If you have any concerns about the legitimacy of a job posting or recruiting contact, you may contact TA_operations@point32health.org