Onsite Customer Advocate (Pinellas Park, Fl)

Florida Blue, a GuideWell Company is a family of companies that help people and communities achieve better health.  Through innovation and collaboration, we are at the forefront of transforming health care.  Join us in reimagining the world of health. We offer competitive salaries and benefits, work-life balance, flexible work arrangements, opportunities for growth and development, and a great place to work across our enterprise!

What Will Be Your Purpose

This onsite customer service representative is dedicated to supporting our Florida Blue Center in Pinellas, Park Florida.

Important to Know

• Must reside in Pinellas Park, FL or within a 45-minute commute to the Florida Blue Center located at 758 Park Blvd, Pinellas Park, FL 33781
• Position Details:

• Center Hours are 8:30am – 7:00pm Monday – Friday with Saturday hours ending at 4:00pm
• During Open Enrollment Sessions center hours are Monday – Sunday with extended evening hours

What You Will Be Doing

• 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 general public or existing members related to Health Care Reform

What You Must Have

• 1+ years related work experience. Experience Details: Face to face consultative experience in a retail environment
• High school diploma or GED
• State of Florida 2-40 license 60 Days,
• Excellent verbal and written communication skill
• Proficient with MS Word, Excel, PowerPoint, Internet, and web-based tools
• Work flexible hours to include evenings, weekends, and holidays

What We Prefer

• Associate degree
• 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

General Physical Demands

• Exerting up to 10 pounds of force occasionally to move objects.
• Jobs are sedentary if traversing activities are required only occasionally.

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

Education: []Employment Type: ["FULL_TIME"]