CareFirst BlueCross BlueShield · 10 hours ago
Manager, Broker Relations (Remote)
United States
Full-time
Remote
Mid, Senior Level
$108K/yr - $201K/yr
5+ years expCareFirst BlueCross BlueShield is focused on enhancing broker relations and ensuring operational excellence. The Broker Relations Manager will engage with brokers, foster strong relationships, and lead a team to provide high-quality support while driving process improvements.
Health CareNon ProfitService Industry
No H1B
Responsibilities
Serve as the primary escalation point for complex broker inquiries and issues, ensuring timely and satisfactory resolution
Build and maintain strong relationships with key broker partners, full service producers and consultants, understanding their needs and business objectives
Monitor broker satisfaction metrics and implement strategies to improve service delivery and partner experience
Collaborate with sales and account management teams to support broker growth and retention initiatives
Lead, mentor, and develop a team of broker support representatives, fostering a collaborative and high-performance culture
Conduct regular performance reviews, provide coaching, and identify training opportunities to enhance team capabilities
Manage team scheduling, workload distribution, and resource allocation to ensure optimal coverage and efficiency
Recruit, onboard, and train new team members in company policies, systems, and broker service best practices
Develop and implement broker service standards, workflows, and standard operating procedures to ensure consistent, high-quality support
Monitor key performance indicators including response time, resolution time, ticket volume, quality and customer satisfaction scores
Identify process improvement opportunities and implement solutions to enhance efficiency and service quality
Manage and optimize the use of Broker360 and ticketing systems to track interactions, issues, and resolutions
Ensure compliance with regulatory requirements, company policies, and industry standards
Drive development and adoption of service dashboard(s) to track performance and progress, including broker-level dashboards
Drive development and ongoing enhancement of broker portals to drive continued automation of broker work with CareFirst
Support enhancements to Salesforce CRM to drive better data collection and reporting opportunities
Partner with Product, Underwriting, Operations, and IT departments to resolve systemic issues and improve broker experience
Prepare and present regular reports on team performance, broker feedback, and service trends to senior leadership
Communicate policy updates, system changes, and important information to the team and broker community
Facilitate regular staff meetings to share updates, celebrate successes, and address challenges
Attend and participate in business and community activities to promote CareFirst and identify new opportunities as needed
Qualification
Required
Bachelor's Degree in marketing, business or related field OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience
5 years in sales, relationship management and/or marketing
1 year supervisory experience or demonstrated progressive leadership experience
Ability to inspire, motivate, and develop team members while maintaining accountability
Strong analytical skills with ability to identify root causes and implement effective solutions
Excellent written and verbal communication skills with ability to explain complex concepts clearly
Skilled at building trust and rapport with internal stakeholders and external partners
Ability to prioritize competing demands and manage multiple projects simultaneously
Comfortable with ambiguity and able to adjust strategies in response to changing business needs
Unwavering commitment to understanding and exceeding broker and customer expectations
Ability to interpret metrics and analytics to drive continuous improvement
Must be eligible to work in the U.S. without Sponsorship
Preferred
Previous experience working directly with insurance brokers or agencies
Lean Six Sigma or process improvement certification
Experience implementing or managing CRM or customer service technology platforms
A current Health/Life License in Maryland, Virginia, and District of Columbia
Benefits
Comprehensive benefits package
Various incentive programs/plans
401k contribution programs/plans
Company
CareFirst BlueCross BlueShield
CareFirst. It’s not just our name. It’s our promise.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Ja'Ron Bridges
Interim President and Chief Executive Officer
Doba Parushev
Vice President, Healthworx Ventures
Recent News
2025-10-02
BCBSM, Inc., dba Blue Cross and Blue Shield of Minnesota
2025-09-09
2025-08-07
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