Broker Support Coordinator

At Clover Health, we are committed to providing high-quality, affordable, and easy-to-understand healthcare plans for America’s seniors. We prioritize preventive care while leveraging data and technology through the Clover Assistant, a powerful tool that helps physicians make informed health recommendations. By giving doctors a holistic view of each member’s complete health history, we ensure better care at a lower cost—delivering the highest value to those who need it most.

We are seeking a motivated and detail-oriented Broker Support Coordinator to join our Sales Operations team. 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.

*Candidates located in EST or CST time zones are preferred.

As a Broker Support Coordinator, you will:

• 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.

Success in this role looks like:

• 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.

You should get in touch if: 

• 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.

Benefits Overview:

• Financial Well-Being: 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.
• Physical Well-Being: We prioritize the health and well-being of our employees and their families by providing comprehensive medical, dental, and vision coverage. Your health matters to us, and we invest in ensuring you have access to quality healthcare.
• Mental Well-Being: 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.
• Professional Development: Developing internal talent is a priority for Clover. We offer learning programs, mentorship, professional development funding, and regular performance feedback and reviews.

Additional Perks:

• 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
• And much more!