Service Advocate II

Florida Blue; Jacksonville (FL); On-site; USD 25,000 - 39,000; Full time

Job summary

Florida Blue Group is seeking a GWC Customer Service Advocate to service current or potential customers, including members, providers, agents and benefits consultants. The role requires experience in healthcare call centers, strong communication skills, and the ability to resolve issues with first-call resolution.

The position is contract-based and involves learning the Ulysses system, providing education on plans and policies, and contributing to customer satisfaction and retention.

Qualifications

• 3-5 years of related work experience or equivalent combination of transferable experience and education.
• High school diploma or GED required.

Responsibilities

• Provide customer service and education to plan members and providers by answering more complex questions regarding insurance claims and policies, resolving issues and ensuring customers understand the Company’s products, services and processes.
• Perform research to respond to inquiries and interpret policy provisions to determine most effective response.
• Use computerized systems for tracking, information gathering and troubleshooting.
• Actively seek, identify and implement process improvement opportunities.
• Perform other duties as assigned.

Skills

Communication skills

Customer service

Problem solving

Education

High school diploma or GED

Tools

Ulysses training

Job description

This is a contract opportunity. You will be employed by Magnit to work on assignment with GuideWell and subsidiary companies including Florida Blue. The role of the GWC Customer Service Advocate is focused on servicing current or potential customers (which are defined as members, providers, agents, brokers, benefit administrators or benefits consultants). Incumbents resolve questions and issues, help the client's customers utilize products, tools and services and directly contribute to customer satisfaction and retention.

Requirements

• Basic computer skills
• Strong oral and written communication skills and ability to effectively communicate
• Ability to deliver a positive customer experience with first call resolution
• Ability to quickly learn call center technology and programs
• Ability to successfully complete system (Ulysses) training and earn certification
• Customer service experience in a healthcare call center
• The essential functions listed represent the major duties of this role, additional duties may be assigned.

Job Duties

The work of a GWC Customer Service Advocate is guided by instructions, established work routines and/or close supervision. Incumbents are given some latitude on deciding on how tasks and duties are completed based on changing work situations, work flow, etc. and supervisory approval. Incumbents perform semi-routine duties within established systems and procedures. Example job duties may include:

• Provide customer service and education to plan members and providers by answering more complex questions regarding insurance claims and policies, resolving issues and ensuring customers understand the Company’s products, services and processes. Calls are predominantly routine, but may require deviation from standard screens, scripts and procedures.
• Perform research to respond to inquiries and interpret policy provisions to determine most effective response.
• Use computerized systems for tracking, information gathering and troubleshooting.
• Actively seek, identify and implement process improvement opportunities.
• Perform other duties as assigned.

Required Work Experience

• 3-5 Years of related work experience or equivalent combination of transferable experience and education

Required Education

• High school diploma or GED

GuideWell and its family of companies has partnered with Magnit as its Managed Service Provider (MSP) and Employer of Record (EOR) since 2018. In May of 2025, GuideWell joined Magnit Direct Source to implement the GuideWell Contractor Cohort. This program is designed to create, manage and curate a contractor talent pool for temporary contract opportunities with GuideWell. As a contractor working on temporary assignment with GuideWell, you'll be employed by Magnit. You'll have the opportunity to work on temporary projects at GuideWell companies that make a real difference in people's lives while enjoying the benefits of being part of the Magnit team.