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Onsite Florida Blue Center Customer Advocate

2 months ago

Jacksonville, United States Florida Blue Full time


The Florida Blue Centers are vital to achieving our market segment objectives to deliver a best-in-class customer experience, create value for the membership, drive market share and profitable growth, and deliver a differentiated experience to drive long-term retention of the membership. The purpose of this position is to support a customer experience that is conducive to sales, retention, and customer loyalty.

What is your impact:
The Florida Blue Centers are vital to achieving our market segment objectives to deliver a best-in-class customer experience, create value for the membership, drive market share and profitable growth, and deliver a differentiated experience to drive long-term retention of the membership. The purpose of this position is to support a customer experience that is conducive to sales, retention, and customer loyalty. When you become part of the GuideWell family, you help bring our mission to life by helping people and communities achieve better health.

Important to know:
*This role will be OnSite at our St. Johns Town center 4855 Town Center Pkwy. Jacksonville, FL 32246

What are the key job responsibilities:
Help ensure all customers (walk-in, telephonic or electronic) are warmly greeted, their needs are assessed quickly, and they are referred to the appropriate setting, person, information, or tools to address their needs.
Provide a customer friendly service experience for customers with questions or issues related to health care, health insurance (benefits, claims, premium payments, membership, billing, and enrollment) or other related topics.
Research and obtain resolution for all issues, using tools directly or engaging other business areas for support for inquiry resolution
Ensure service coordinated with other supporting areas maintains the appropriate retail center service experience and that internal complexities remain invisible to the customer
Log all inquiries, capturing appropriate data required for reporting and customer understanding
Respond to telephone and web-based inquiries and initiate telephonic follow-up when appropriate.
Assist sales consultants with new enrollment status and inquiries
Host Customer Video Appointments
Use Web based tools and other aids to facilitate and teach customers to use resources, tools, information, and products to manage their health care and health care costs most effectively.
Demonstrate self-service tools through My Blue Service in individual and group sessions, fully navigating all features and highlighting benefits
Facilitate/educate customers on using self-service tools to resolve issues or obtain information, promoting the use of self-service for functions not requiring full service
Conduct orientations for new customers, explaining resources, services, and programs as appropriate
Conduct overviews and facilitate use of resource library materials, matching customer needs to available materials/programs
Conduct small group seminars on resources and tools for health care shopping, managing health, etc.
Explain/promote incentive programs to target customers or prospects, building enthusiasm and support for program participation and answering questions
Distribute and/or track incentive rewards as appropriate
Ensure customers understand their products, benefits, tools and how to use them.
Sell and enroll select products (access, add-ons) when sales reps are unavailable and during peak sales times
Provide product information and encourage sales receptivity when sales reps are not immediately available for a sales opportunity
Perform outbound call campaigns for Under 65 and Over 65 segments as needed
Cross-promote and identify opportunities for members to participate in value added services and programs available within the retail location.
Serve as direct contact and subject matter expert for questions from the public or existing members related to Health Care Reform

What is required:
1+ years of work experience as a Face-to-face consultative experience in a retail environment
Must be willing to work flexible hours to include evenings, weekends, and holidays
Proficient with MS Word, Excel, PowerPoint, Internet, and web-based tools
State of Florida 2-40 license or the license must be retained within 60 days
High School Diploma or GED

What is preferred:
Experience in insurance industry, physician's office, hospital, or other position in health care industry
Experience in store/retail management
Experience with financial products or services
Bilingual - Spanish
Associate degree

General Physical Demands:
Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

What We Offer:
As a Florida Blue employee, you will thrive in our Be Well, Work Well, GuideWell culture where being well as an individual, and working well as a team, are both important in serving our members and communities.

To support your wellbeing, comprehensive benefits are offered. As an employee, you will have access to:
Medical, dental, vision, life, and global travel health insurance.
Income protection benefits: life insurance, Short- and long-term disability programs.
Leave programs to support personal circumstances.
Retirement Savings Plan includes employer contribution and employer match.
Paid time off, volunteer time off, and 11 holidays
Additional voluntary benefits available
A comprehensive wellness programs

Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for intern, part-time and seasonal employees may differ.

To support your financial wellbeing, we offer competitive pay as well as opportunities for incentive or commission compensation. We also conduct regular annual reviews with pay for performance considerations for base pay increases.

Hourly Pay Range: $19 - $30
Typical Hourly Pay Range: $19 - $23

Final pay will be determined with consideration of market competitiveness, internal equity, and the job-related knowledge, skills, training, and experience you bring.

We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive, and equitable culture for our employees and communities.