Senior Broker Support Coordinator

Job Description

Clover is reinventing health insurance by working to keep people healthier.
We have the potential to change lives on a massive scale with our innovative approach to healthcare and it all starts with our ability to deliver that message to the people who need it most.
We are seeking a Senior Broker Support Coordinator that will have a key role in supporting our internal and external sales partners. In this role you will be tasked with driving a top-notch experience for our internal and external sales teams and supporting them operationally to drive their sales performance. This is a great opportunity to hone your skill set and evolve within our growing organization.
As a Senior Broker support Coordinator, you will:

• Oversee team schedules to ensure there are enough coordinators to handle call volume on any given day.
• Prepare reports covering production, attendance, and quality to ensure the management team is making informed. business decisions.
• During slow call volume times perform call audit to identify coaching opportunities.
• Measure success hourly based on company set SLA’s.
• Become the trusted source of information to internal and external sales agents who will help them hit their sales goals.
• Deliver best-in-class customer service to all callers, building loyalty to Clover as the best brand in the market to work with and sell for.
• Handle inbound calls and requests from our external sales team, including questions to help drive sales productivity or operational hurdles in working with Clover.
• Manage (verbally and in writing) ongoing service issues with external sales agents from intake through to resolution.
• Utilize Clover's suite of tools to help investigate and solve issues/questions in real-time.
• Document each service issue in a common CRM to ensure proper resolution and escalation.
• Research questions from internal and external sales agents to help them drive sales productivity in the field.
• Work cross-functionally to investigate and solve problems that are managed by other Clover teams.
• Flag common issues coming through Broker Support that could be better addressed in other channels or with more scalable and efficient processes.
• Help build the top Broker Support unit in the Medicare Advantage space.

You will love this job if:

• You are a proactive communicator and pride yourself in your ability to be clear, honest, and timely.
• You are comfortable with autonomy .
• You have an insatiable curiosity and an appetite to learn . You are always looking to improve experience, processes and methods of execution.
• You're excited by the power of technology and using it to build scalable operations.
• You are mission-driven and are passionate about improving the lives of Medicare eligibles across the country.

You should get in touch if:

• You have strong relationship management experience.
• You have strong communication and organizational skills with a proven attention to detail.
• You have strong presentation skills.
• You are excited at the opportunity to join a growing sales team in a vital support function.
• You believe in the value of technology to track and improve your performance over time.
• You are fluent in Spanish - both verbal and written, preferred.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We are an E-Verify company.

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 we've 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 mission-driven individuals with diverse areas of expertise, working together to solve the most complicated problem in the world: healthcare.

From Clover’s 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 and backgrounds, who share a passion for improving people's lives. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employee’s points of view are key to our success, and inclusion is everyone's responsibility.