Broker Support Coordinator, Clover Health
$38-41k
+ Performance-based bonus program + Employee Stock Purchase Plan
More information about location
Medicare provider
Be an early applicant
Medicare provider
501-1000 employees
Be an early applicant
$38-41k
+ Performance-based bonus program + Employee Stock Purchase Plan
More information about location
501-1000 employees
Company mission
To improve the quality of life of our members and physicians by reducing doctor-insurer friction and increasing visibility into the health of each patient, leading to improved care.
Role
Who you are
- We are seeking a motivated and detail-oriented Broker Support Coordinator to join our Sales Operations team
- You have 1–3 years of experience in customer support, preferably in healthcare, insurance, or a broker-facing role
- You have strong problem-solving skills with the ability to manage escalations calmly and efficiently
- You have excellent communication skills, both written and verbal, with a customer-first mindset
- You have familiarity with CRM or ticketing systems (e.g., Salesforce, Zendesk, or similar): experience with healthcare platforms is a plus
- You have the ability to work independently and collaboratively in a fast-paced, remote-friendly environment
- You have knowledge of Medicare Advantage plans or insurance processes is preferred but not required - willingness to learn is a must!
- You have a High school diploma required; associate or bachelor’s degree preferred
What the job involves
- In this role, you will be the primary point of contact for brokers, assisting with inquiries, troubleshooting issues, and managing escalations to ensure seamless operations
- You’ll work closely with our broker network and internal teams to uphold Clover Health’s commitment to excellence
- Respond to broker inquiries via phone and email regarding plan details, enrollment processes, and system usage
- Troubleshoot broker-reported issues, such as delays in enrollment or system errors, and escalate cases to internal departments as needed
- Monitor and record escalated tickets within our internal systems, ensuring timely resolution and follow-up with brokers from the point of initial submission through to final resolution
- Provide guidance to brokers on Clover Health tools, processes, and updates to enhance their ability to serve members
- Maintain accurate records of broker interactions, escalations, and resolutions in our CRM and ticketing systems
- Identify recurring issues and suggest enhancements to streamline broker support operations
- By the end of your 90-day period, master core broker support processes, including usage of CRM system proficiency, while achieving a 95% customer satisfaction rating on handled cases
- By 6 months, independently manage complex broker inquiries, assist new team members on support protocols, and maintain a 98% customer satisfaction rating
- Future success in this role will be measured by consistently exceeding customer satisfaction targets, efficiently resolving complex broker inquiries, and proactively driving enhancements to team processes and workflows
Our take
Clover Health is a medical insurance company operating as a Preferred Provider Orgaization for Medicare Advantage, the Medicare plan for elderly American citizens. It aims to reduce the doctor-insurer friction to increase visibility into the health of patients.
Through its approach, Clover's physicians are able to focus on people, rather than paperwork. It has a patient-centered analytics and dedicated care management team, and thus is able to rapidly identify potential healthcare risks to provide preventative care. This helps to provide a more sophisticated level of care than existing providers, even if its market share is relatively slim compared to competitors like UnitedHealthcare and Humana.
Over the years it has performed well in a rapidly growing market, but in 2021 ran into issues with profitability in the market due to inefficient costings, an issue it is steadily nipping in the bud in 2023. However, the number of elderly Americans has doubled over the past 25 years, and the market is expected to do the same between now and 2025. This upward trend brings hope of revitalising the growth and strong financial performance Clover has seen in recent years, especially as it focuses more on profitability through 2023.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-4% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jan 2019
$500m
SERIES E
May 2017
$130m
SERIES D
Total funding: $925m
Company benefits
- Paid parental leave and a life insurance policy
- Commuter benefit program
- 2 paid volunteer days for an organization of your choice
- 401(k) contributions
- Home office reimbursement for full-time employees
- 18 paid vacation days, 9 paid sick days, 10 company holidays, and a floating holiday
- Medical, dental, and vision plans; healthcare and dependent care FSA as well as a health and wellness benefit
Company HQ
Downtown, Nashville, TN
Leadership
Vivek Garipalli
(CEO & Board Member)They started out in Healthcare Investment Banking with Credit Suisse before joining the Blackstone Group. They also worked in Private Equity at J.P. Morgan, and co-founded Ensemble Health Partners and CarePoint Health System.
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