Customer Relationship Management Representative

: Horizon BCBSNJ employees must live in New Jersey, New York, Pennsylvania, Connecticut or Delaware Job Summary: Business Executive will focus on customer acquisition, and conservation, of Medicare consumer and group business Will be responsible to provide information and create solutions for client needs and consult throughout the sales process. This includes all Medicare products: Medicare Advantage, Medicare Supplement, PDP and DSNP. Job Responsibilities:

• Act as broker relationship manager and subject matter expert on the Horizon/Braven Medicare products for our Broker partners for consumer and group plans with life cycle management (closure of sale to member termination).
• Manage incoming Broker Support Line.
• Provide call center overflow coverage to our current Medicare Sales Team, with specific attention/OT during peak sales periods of the year.
• Provide call overflow support during CMS Secret Shopping Audit. This includes extended hours where needed.
• Conduct outbound calls assigned to increase/retain sales (ie age-ins, BRCs).
• Conduct performance surveys for newly enrolled customer (HRAT), and all other business interactions to improve our overall client experience.
• Address issues facing clients with goal of retaining members. Interact with internal partners and departments to ensure customer/broker experience is positive and resolution is achieved.
• Collect specific and detailed data surrounding all member terminations to determine root cause, assess and report patterns and complete internal management reports as required.
• Serve as client contact during assigned times with various projects ie Pre-AEP mailings.
• Establish and maintain a comprehensive understanding of regulatory requirements, industry standards and best practices.

Disclaimer: This job summary has been designed to indicate the general nature and level of work performed by colleagues within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of colleagues assigned to this job. Education/Experience:

• High School Diploma/GED required
• Ability to work non-traditional schedules and work days required (weekends and evenings).
• 1 year of Medicare sales experience preferred.
• 1-2 years of call center/customer service experience within the healthcare industry required.
• Must be comfortable/proficient with performing member outreach and working with internal partner departments to resolve service issues affecting member retention.

Additional Licensing, Certifications, Registrations:

• Active NJ Life, Accident or Health license or ability to obtain a license within 3 months of hire.

Knowledge:

• Understanding of Medicare marketplace.
• Requires ability to learn Horizon BCBSNJ / Braven Medicare product suite required.
• Requires knowledge of competitors and comparable products and services.
• Requires knowledge of sales techniques.
• Requires knowledge of PCs and applicable software.

Skills and Abilities:

• Relationship management
• Influencing
• Negotiation
• Verbal and written communication
• Interpersonal Skills
• Listening Skills
• Public speaking and presentation
• Self-motivation
• Time Management
• Follow-through
• Initiative

Salary Range: $54,600 - $73,080 This compensation range is specific to the job level and takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to: education, experience, licensure, certifications, geographic location, and internal equity. This range has been created in good faith based on information known to Horizon at the time of posting. Compensation decisions are dependent on the circumstances of each case. Horizon also provides a comprehensive compensation and benefits package which includes:

• Comprehensive health benefits (Medical/Dental/Vision)
• Retirement Plans
• Generous PTO
• Incentive Plans
• Wellness Programs
• Paid Volunteer Time Off
• Tuition Reimbursement

Horizon Blue Cross Blue Shield of New Jersey is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or status as an individual with a disability and any other protected class as required by federal, state or local law. Horizon will consider reasonable accommodation requests as part of the recruiting and hiring process.