Service Advocate V - Clinical Support

Florida Blue; Jacksonville (FL); Hybrid; USD 57,308,000 - 94,558,000; Full time

Benefits offered by this job

Health insurance

Retirement benefits

Paid time off

Job summary

Florida Blue in Jacksonville, FL is seeking a Service Advocate to service current and potential plan members, providers, agents, brokers, and consultants. The role emphasizes customer satisfaction and rapid resolution of complex benefit questions, with travel to corporate or regional offices may be required for meetings and collaboration.

This position offers a hybrid work arrangement with in-office engagement and comprehensive benefits.

Qualifications

• 3+ years related work experience.
• HS Diploma.

Responsibilities

• Provide customer service to plan members and providers, resolving complex benefit questions.
• Serve as primary resource for senior leadership to handle complaints and reach rapid resolutions.
• Research issues, analyze policies, and determine appropriate solutions.
• Support continuous improvement by identifying and communicating issues.
• Provide guidance to less experienced Service Advocates.
• May assist supervisor in managing daily activities of a group.

Skills

Customer service

Communication

Problem resolution

Education

High School Diploma

Job description

The role of a Service Advocate is focused on servicing current or potential customers, providers, agents, brokers, benefit administrators or consultants. The major accountability of this role is customer, provider, agent, broker, benefit administrator or consultant satisfaction. Travel to the corporate or regional office may be required for meetings, collaboration, events, and other work related activities.

What You Will Be Doing

• Provides customer service to plan members and/or providers by answering the most complex benefit questions, researching and resolving issues and inquiries and ensuring members and providers understand the Company's products and services.
• Serves as the primary resource for senior leadership for the immediate handling of complaints about service, benefits, contract limitations, etc., to achieve rapid and mutually acceptable resolutions.
• Responsible for facilitation to resolution the highest level of escalated or sensitive member/provider complaints. Researches and analyzes issues, past operational actions and decisions and operational policies and procedures to determine problems, causes and appropriate solutions.
• Supports continuous improvement efforts through the early identification, investigation and resolution of problems by communicating and coordinating with the appropriate contacts for completion.
• Provides guidance and expertise t o less experienced Service Advocates.
• May assist supervisor with the management of daily activities over a group of Service Advocates.

What We Require

• 3+ years related work experience

• HS Diploma

General Physical Demands

• Exerting up to 10 pounds of force occasionally to move objects.

• Jobs are sedentary if traversing activities are required only occasionally.

• This position offers a hybrid work arrangement which combines flexibility with in office engagement.

What We Offer

As a Florida Blue employee, you will be at the heart of GuideWell's vision - to lead the nation in transforming health through compassionate, connected, and technology-enabled care that delivers personalized value and empowered living.

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 including employer match
• Paid time off, volunteer time off, 10 holidays and 2 well-being days
• Additional voluntary benefits available; and a comprehensive wellness program

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.

Typical Hourly Pay Range

$20 - $25

Hourly Pay Range: $20 - $33

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 Employment Opportunity employer committed to cultivating a work experience where everyone feels like they belong and can perform at their best in pursuit of our mission. All qualified applicants will receive consideration for employment.