• Authorizes and pre-certifies services by coordinating insurance verification and authorization activities • Identifies resources for families if health plan does not cover services • Collaborates with Patient Financial Services on denied claims • Initiates revenue cycle activities for pre-registration • Provides quality service to ensure safe patient care

• Handling policy administration with duties ranging from evaluation of renewals, preparing proposals, and responding to client requests. • Set up and administer our online benefits portal (EASE/Navigator) for group clients. • Review contracts and coverages and complete agency invoicing. • Collaborate with Producers to manage expiration process (marketing through policy delivery). • Coordinate requests for additional information between the client and the Carriers. • Maintain up to date knowledge of markets and company specific products. • Documenting all tasks, requests, and emails into agency management system (AMS360). • Organize and prioritize work, tracking deadlines. • Perform other duties as assigned.

• Answer inbound calls from members and handle outbound outreach to existing members to review and sell insurance and membership products. • Determine customers’ insurance needs through probing and offer tailored coverage solutions. • Explain coverage limits, deductibles, payment options, policy language, and servicing provisions clearly. • Respond to current policyholder inquiries and requests. • Generate and follow up on leads using established lead management rules. • Cross-sell to existing accounts, work sales campaigns, and develop networking referrals. • Ensure applications meet agency and carrier guidelines, reducing E&O exposure. • Sell additional products such as credit cards, memberships, and other vital offerings. • Participate in performance planning and continuous improvement initiatives.

• Effectively multitask while taking customer calls and handling email correspondence regarding billing questions, online payments, renewals, and cancellations. • Process incoming policy change requests from customers. • Review policy coverages and issue certificates of insurance, evidence of insurance, or binders. • Retain customers by overcoming objections to cancellation and providing effective solutions. • Upsell ancillary products such as roadside assistance, tire & wheel protection, and pet insurance. • Identify opportunities to cross-sell and transfer new business leads to the sales team.