Broker Support Manager

At Clover Health, we bring high-quality, affordable, and easy-to-understand healthcare plans to America’s seniors. We focus on preventive care and leverage data and technology from the Clover Assistant to empower physicians to make the best health recommendations based on our members’ complete health history—all with the lowest cost and the highest value.

We are seeking a Broker Support Manager that will lead and optimize our broker support call center team and operations, ensuring the seamless handling of broker-related inquiries and escalations. This role involves managing the broker support team, managing workforce planning including forecasting call volume, owning escalations from the field, and leveraging technology to improve operational efficiencies. The ideal candidate is a strategic thinker with a focus on operational excellence and continuous improvement. 

As a Broker Support Manager, you will:

• Manage and mentor a team of agents, fostering a high-performance culture.
• Forecast call volumes and manage resources to meet demand fluctuations and ensure compliance with SLAs.
• Act as the point of contact for handling complex field escalations and build a robust escalation management framework to reduce resolution times.
• Work closely with broker managers to understand their agent needs and provide tailored solutions.
• Identify and implement process improvement opportunities to enhance efficiency and customer satisfaction.
• Develop KPIs and monitor performance metrics and trends.

You will love this job if:

• You are outcome-focused and prefer clearly expressed goals with high accountability, in both your work and your collaboration style.
• You are humble and understand your role as a leader to be one of setting expectations, holding people accountable, and removing barriers to their success. It isn't about you, it is about your team.
• You are tech and data forward: you’re used to thinking about how technology can enable better experiences and how you can use data to make better decisions.
• You can distill the needs of your customers and team members down to actionable improvements that can be made in Clover's product or procedures.

You should get in touch if:

• You have experience working in Medicare Advantage. (Strongly Preferred)
• Minimum 5 years of experience in call center management or broker support roles.
• Proven track record in handling escalations and implementing process improvements.
• Proficiency in workforce management tools and forecasting models.
• Familiarity with CRM systems and emerging call center technologies.
• Excellent analytical, problem-solving, and communication skills.
• Strong leadership and team management capabilities.
• Strong relationship management experience,
• Strong communication and organizational skills with a proven attention to detail.

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Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We are an E-Verify company.

About Clover: We are reinventing health insurance by combining the power of data with human empathy to keep our members healthier. We believe the healthcare system is broken, so we've created custom software and analytics to empower our clinical staff to intervene and provide personalized care to the people who need it most.

We always put our members first, and our success as a team is measured by the quality of life of the people we serve. Those who work at Clover are passionate and mission-driven individuals with diverse areas of expertise, working together to solve the most complicated problem in the world: healthcare.

From Clover’s inception, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different strengths, experiences and backgrounds, who share a passion for improving people's lives. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employee’s points of view are key to our success, and inclusion is everyone's responsibility.