HiringCafe
Posted 3mo ago

Broker Helpline Specialist

@ Gonzaba Medical Group
View All Jobs
San Antonio, Texas, United States
OnsiteFull Time
Responsibilities:Handle calls, Coordinate issues, Educate brokers
Requirements Summary:Two+ years in healthcare, customer service, broker support or related field; Medicare Advantage/ provider network experience preferred; strong communication and problem-solving skills; detail-oriented; able to educate and build relationships.
Technical Tools Mentioned:EMR, Salesforce, Word, Excel, Database
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Job Description























 

General Summary:

The Broker Helpline Specialist serves as a primary point of contact for external insurance brokers and agency partners while also supporting internal departments and participating in broker- and agent-facing events. This role is responsible for managing inbound and outbound communications related to patient access, Medicare Advantage plans, provider information, scheduling support, chronic verification requests, and service-related inquiries.



 



The position plays a critical role in strengthening broker relationships, improving communication, supporting patient access, and contributing to organizational growth and retention goals through exceptional customer service, collaboration, and engagement.



 



The ideal candidate is relationship-focused, detail-oriented, and able to educate, problem-solve, analyze information, and professionally represent Gonzaba Medical Group (GMG) in both operational and community-facing environments.

 

 

Supervisory Responsibilities:



 



General Requirements:

 



This position has no supervisory responsibilities.



 



All duties performed will be done accurately and in a timely manner.



 




  1. Assumes responsibility for maintaining clinical competencies according to Gonzaba Medical Group policy.

  2. Ensures customer service is always maintained at the highest level.

  3. Exercise tact and courtesy when dealing with patients, visitors, providers, and co-workers.

  4. Must always adhere to customer service expectations including in-person and virtual (via telephone, or telehealth applications) communication.

  5. Maintain strict HIPAA compliance and confidentiality of member, broker, and company information.

  6. Accurately document all interactions and outcomes in designated systems.

  7. Collaborate with other Marketing branches (Community Healthcare Team, Event Team and Creative Team), Patient Experience, and clinic teams to ensure timely and accurate resolution of requests.

  8. Bilingual (English/Spanish) strongly preferred.

  9. Participates in educational programs as needed.

  10. Other duties as assigned.