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Customer Service Advocate

2 months ago

Ocala, Florida, United States GuideWell Full time
Job Summary

The Florida Blue Centers play a vital role in delivering a best-in-class customer experience, creating value for our members, and driving market share and profitable growth. As a Customer Service Advocate, you will support a customer experience that fosters sales, retention, and customer loyalty.

Key Responsibilities
  • Ensure all customers 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 healthcare, health insurance, or other related topics.
  • Research and obtain resolution for all issues, using tools directly or engaging other business areas for support for inquiry resolution.
  • 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 healthcare and healthcare 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 healthcare 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 Healthcare Reform.
Requirements
  • 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.
  • Excellent verbal and written communication skills.
  • Proficient with MS Word, Excel, PowerPoint, Internet, and web-based tools.
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, including medical, dental, vision, life, and global travel health insurance, income protection benefits, leave programs, retirement savings plan, paid time off, volunteer time off, and 11 holidays.

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.

Hourly Pay Range: $19 - $30. Final pay will be determined with consideration of market competitiveness, internal equity, and the job-related knowledge, skills, training, and experience you bring.