Broker Support Coordinator

Summary

Join Clover Health as a Broker Support Coordinator and become the primary point of contact for brokers, addressing inquiries, troubleshooting issues, and managing escalations to ensure smooth operations. Collaborate with brokers and internal teams to maintain Clover Health's commitment to excellence. You will respond to broker inquiries via phone and email, troubleshoot issues, monitor and record escalated tickets, provide guidance on Clover Health tools, maintain accurate records, and identify recurring issues to suggest operational enhancements. Success involves mastering core processes, achieving high customer satisfaction ratings, independently managing complex inquiries, and proactively driving process improvements. The role requires 1–3 years of customer support experience, strong problem-solving skills, excellent communication, CRM/ticketing system familiarity, and the ability to work independently and collaboratively. A high school diploma is required, and a degree is preferred.

Requirements

• 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 a High school diploma required; associate or bachelor’s degree preferred

Responsibilities

• 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

Preferred Qualifications

• Candidates located in EST or CST time zones are preferred
• Knowledge of Medicare Advantage plans or insurance processes is preferred but not required - willingness to learn is a must!

Benefits

• Our commitment to attracting and retaining top talent begins with a competitive base salary and equity opportunities
• Additionally, we offer a performance-based bonus program, 401k matching, and regular compensation reviews to recognize and reward exceptional contributions
• We prioritize the health and well-being of our employees and their families by providing comprehensive medical, dental, and vision coverage
• We understand the importance of mental health in fostering productivity and maintaining work-life balance
• To support this, we offer initiatives such as No-Meeting Fridays, monthly company holidays, access to mental health resources, and a generous flexible time-off policy
• Additionally, we embrace a remote-first culture that supports collaboration and flexibility, allowing our team members to thrive from any location
• Developing internal talent is a priority for Clover
• We offer learning programs, mentorship, professional development funding, and regular performance feedback and reviews
• Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities
• Reimbursement for office setup expenses
• Monthly cell phone & internet stipend
• Remote-first culture, enabling collaboration with global teams
• Paid parental leave for all new parents