CareFirst Careers

Broker Service Supervisor (Small Medium)

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Resp & Qualifications


Under the direction of the Manager Broker Service – Small & Medium Group SBU, the Supervisor, Broker Service Small Medium SBU accountabilities include, but are not limited to the following:

Responsible for supervising a key externally facing team within the Small & Medium Group SBU organization that is responsible for resolving the operational inquiries of all brokers across the Small Medium Group business segment.  Provides oversight to the team to ensure that Brokers are being responded to and that their needs are being met.  Effectively communicates outcomes both internally and externally to CareFirst, across the SBU and external partners as needed.

Coordinates and monitors broker feedback and recommends appropriate strategies, tactics and operational initiatives to continuously enhance Broker Satisfaction with CareFirst, identifies trends and works with internal and external stakeholders on root cause analysis and solutions.

Regularly meets face-to-face with brokers, particularly SM Group SBU’s Top 60 Brokers to provide detailed operational information, analysis, and trends to the key Brokers.

Creates and produces various reports for all levels of management from manager to EVP.  Responsible for the integrity of the data therein and work with appropriate teams to remediate any discovered issues.  Reviews and analyzes the data to determine any positive or negative patterns that need to called-out to the audience.  Sift through the detailed audits to determine the big picture and propose the most efficient actions to take to improve performance

Working in partnership with internal constituents to include Sales, Claims, Enrollment/Billing, Service, Underwriting, Marketing and others to ensure all questions and issues presented by brokerages are resolved timely and accurately on a consistent basis

SUPERVISORY RESPONSIBILITY:  The position will directly supervise 15+ individuals. The position requires the ability to work in a matrix management environment. 



  • 3+ years of supervisory experience
  • 3+ years of health insurance benefit/product, system knowledge
  • Bachelor’s degree or equivalent work experience in a related field demonstrating knowledge of relevant functional areas such as operations (service and claims), benefit delivery and health insurance products
  • Progressive leadership responsibility as demonstrated through the direct management of people and/or by indirectly managing resources as a team lead or project lead.
  • Excellent proficiency within the service, claims and enrollment & billing operational units
  • Proven skills in coaching, mentoring and motivating associates
  • The ability to manage multiple priorities simultaneously by utilizing project management skills
  • Ability to produce and deliver senior level management presentations using reports, graphs, charts, trends and spreadsheets


  • Excellent people management skills necessary to lead a high-performance team driven to deliver on corporate business objectives
  • Superior communication skills and understanding of the multiple levels of engagement at assigned brokerages and within CareFirst Operations.
  • Proficient and conversant on all key processes across all of the operational disciplines including Service, Claims, Enrollment, Benefits, Self Service Portals and Broker Operations
  • Providing interpretation and guidance on all operational issues or questions presented by brokerages
  • Understanding and communicating CareFirst’s Distribution Channel and capabilities and how it is different and unique; with specifics surrounding the Broker Plus Program and its’ merit.
  • Excellent people management skills
  • Proven analytic and problem-solving skills
  • Exceptional presentation skills with professional delivery
  • Demonstrated ability to act as a credible source to convey complex analysis and healthcare trends in an easily understood manner to guide audience
  • High attention to detail
  • Proven effective written and interpersonal communication skills, well organized, ability to multi-task and work independently, promote flexibility and teamwork Strong PC skills with experience using Microsoft Office applications
  • Willingness to travel (mostly local travel required, occasion travel outside Baltimore/Washington area)
  • Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time.  Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence.   Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.


  • Experience at broker or consulting firms preferred
  • Master’s degree preferred


Department: Small Medium Broker Service - Tier

Equal Employment Opportunity

CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer.  It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Hire Range Disclaimer

Actual salary will be based on relevant job experience and work history.

Where To Apply

Please visit our website to apply:

Closing Date

Please apply before: 7/26/2018

Federal Disc/Physical Demand

Note:  The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.

The physical demands described below are representative of those that must be met by an associate to perform the essential duties and responsibilities of the position successfully.  Requirements may be modified to accommodate individuals with disabilities.
The associate is primarily seated while performing the duties of the position.  Occasional walking or standing is required.  The hands are regularly used to write, type, key and handle or feel small controls and objects.  The employee must frequently talk and hear.  Weights of up to 25 pounds are occasionally lifted.  Frequent driving is required.

Sponsorship in US

Must be eligible to work in the U.S. without Sponsorship

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