Customer Advocate I

Arkansas Blue Cross and Blue Shield; Fayetteville (AR); On-site; USD 34,000 - 42,000; Full time

Benefits offered by this job

Tuition reimbursement

Club Blue onsite gym

Green Leaf Grill onsite restaurant

Wellness incentives

Job summary

Arkansas Blue Cross and Blue Shield seeks a Customer Advocate I to assist individual customers with enrollment, benefits and claims information. You will handle inquiries, explain product options, and coordinate payments in a fast-paced setting.

The role requires strong communication, accuracy, and a customer-first approach, with knowledge of benefits, plans, and provider networks. Some local travel or remote work may be required.

Qualifications

• High school diploma or equivalent is required.
• Licensing in Arkansas health and life insurance is preferred; exams to be passed if not held.
• Experience in customer service or sales administration is expected.
• CMS certification for senior products is a plus.
• Exchange producer license is preferred but not mandatory.

Responsibilities

• Answers high volume calls from members, providers, agents and billing services.
• Ensures timely, accurate and courteous response to inquiries and questions.
• Promotes all products and assists customers with enrollment and coverage options.
• Establishes premium payment arrangements and processes payments.
• Provides comprehensive enrollment, membership, benefits & claims information.
• Supports retail sales representatives and stays informed of changes in benefits.

Skills

Active Listening

Customer Service

Oral & Written Communication

Professional Judgment

Highly Organized

Microsoft Word

Excel

Interpersonal Communication

Problem Solving

Researching

Results Interpretation

Social Perceptiveness

Teamwork

Education

High school diploma or equivalent

Arkansas Health and Life Insurance License preferred

Pass health and life exams within three months

Exchange producer license preferred

CMS certification for senior products preferred

Tools

Microsoft Word

Excel

Job description

To learn more about Arkansas Blue Cross and Blue Shield Hiring Policies, please click here.

Job Summary

Customer Advocate I supports our individual customers (under 65 and over 65) by providing the highest level of service, support, and education for comprehensive enrollment, membership, benefits and claims information to individuals and groups depending on the marketing service area. Incumbent must be professional, courteous, and provide outstanding customer service while maintaining a thorough knowledge of products, providing accurate information regarding claims processing and procedures, contract benefits, coordination of benefits, provider networks, and membership criteria; along with assisting retail customers with questions related to billings, collection of premium payments, and other related services.

Requirements

EDUCATION High school diploma or equivalent. LICENSING/CERTIFICATION Arkansas Health and Life Insurance License preferred. If licenses are not previously held, must successfully pass both health and life exams within three (3) months after coursework is assigned. Exchange producer license preferred. CMS certification for senior products preferred. EXPERIENCE Minimum three (3) years’ experience in customer service or sales administration experience, preferably in the insurance industry, health insurance agency or provider's office.

Essential Skills & Abilities

Customer Service Problem Solving Oral & Written Communication Interpersonal Communication Professional Judgment Highly Organized Proficiency using Microsoft Word and Excel. Ability to work independently or with a team. Skills

• Active Listening
• Customer Service
• Oral Communications
• Performing Administrative Activities
• Personal Organization
• Problem Sensitivity
• Problem Solving
• Process Information
• Researching
• Results Interpretation
• Social Perceptiveness
• Teamwork

Responsibilities

• Answers high volume calls from members, providers, agents and billing services. Ensures timely, accurate and courteous response to inquiries and questions. Creates a solid working relationship with all groups by working directly with contacts as needed to resolve issues.
• Complies with retail dress and appearance standards while working retail hours as described by management.
• Consults with prospects on individual product options and determine appropriate coverage options based on coverage needs and financial status, and assists customers with completing applications necessary to apply for coverage. Promotes all products sold by the enterprise.
• Establishes premium payment arrangements for members. Accepts and processes premium payments.
• Performs other duties as requested.
• Provides comprehensive enrollment, membership, benefits & claims information for both group & individual products (depending on marketing area). Stays informed of all changes in benefits, regulations, and guidelines.
• Provides support to retail sales representatives.

Certifications & Security Requirements

This position is identified as level three (3). This position must ensure the security and confidentiality of records and information to prevent substantial harm, embarrassment, inconvenience, or unfairness to any individual on whom information is maintained. The integrity of information must be maintained as outlined in the company Administrative Manual. Segregation of Duties Segregation of duties will be used to ensure that errors or irregularities are prevented or detected on a timely basis by employees in the normal course of business. This position must adhere to the segregation of duties guidelines in the Administrative Manual.

Employment Type

Regular ADA Requirements 2.2 General Office Worker, Semi-Active, Local Travel - someone who normally works in an office setting or remotely, periodically has lifting and carrying requirements up to 40 lbs and routinely travels for work within the metropolitan area by vehicle as essential functions of the job.

Why

Arkansas Blue Cross is consistently ranked as one of the best places to work in Central Arkansas.

We Love our Employees

We care about the health, wellness, and education of our employees.

• Tuition reimbursement.
• Club Blue, a free, onsite gym to encourage exercise.
• Green Leaf Grill and Green Leaf Grill Express, onsite restaurants in Little Rock that promote healthy eating.
• Incentives for wellness education and exercise

We Love our Culture

The average tenure is 10 years with hundreds of employees having been here 15 years or longer. Our inclusive culture brings employees together to connect while celebrating our differences.

We Love our Community

Our employees often volunteer within their communities, at charity events, walks and runs, schools and nonprofits. When disasters strike, our employees help wherever they are needed. It’s just another way we show that Blue cares.