Florida Blue Retail Customer Advocate - Onsite Hialeah, FL (Bilingual - Spanish)

Job Summary
The purpose of this position is to support a retail store customer experience that is conducive to sales, retention and customer loyalty.

Essential Functions

• 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

Qualifications

Required Work Experience

• 1+ years related work experience. Experience Details: Face to face consultative experience in a retail environment

Required Education

• High school diploma or GED
  

Required Licenses and Certifications

• State of Florida 2-40 license 60 Days,

Additional Required Qualifications

• 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
• Bilingual - Spanish

Preferred Education

• Associate's degree

Additional Preferred Qualifications

• 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
  

General Physical Demands
Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

Physical/Environmental Activities
Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences). Occasionally May be exposed to outdoor weather conditions of cold, heat, wet, and humidity. Occasionally May be exposed to outdoor or warehouse conditions of loud noises, vibration, fumes, dust, odors, and mists. Occasionally

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. 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 includes employer contribution and employer match;
• Paid time off, volunteer time off, and 11 holidays
• 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.

Hourly Pay Range: $19 - $30

Typical Hourly Pay Range: $19 - $23

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