Service Advocate IV - Contact, Jacksonville On-Site

Start date: 01/04/2027

Training duration and hours: 01/04/2027 - 3/12/2027 Monday through Friday from 8:00 am to 4:30 pm EST.

Shift after training: Department hours 8:00 am- 6:00 pm, Monday through Friday, EST. After training, an 8-hour shift will be determined based on shift bid.

This is an on-site role at the Deerwood Campus in Jacksonville, FL

Hourly Set Rate: $20.39

Do you consider yourself to be a professional initiative-taker with a passion for helping people? Are you looking to join our mission of helping our communities achieve better health? Do you like conversing with others and helping them to find a resolution to their inquiry? Would you be interested in a growth opportunity with competitive pay and benefits?

YES?!?! For what are you waiting? Apply NOW!

What we offer you:

This is a full-time remote opportunity with full benefits and growth opportunities after a year in the role. We will provide you with all the tools necessary to be successful! Including, equipment, training, and constant support from your leaders.

Benefits that start on the first of the following month after your start date! The benefits include:

• Health, Dental and Vision Plans
• 401K
• 18 days of personal time off in the first year (not applicable during training)
• 10 Holidays and 1 Floating holiday per year
• Life Insurance, Disability Benefits, Pet Insurance, Work-Life Balance Programs and more

What will you be doing?

This is a key role that telephonically serves potential, new, and existing customers. You will:

You will telephonically assist members in the following areas:

• Review members' enrollment or claims history ensuring accuracy of billing and enrollment and application of deductible and member responsibility.
• Utilize the Florida Blue Call Strategy to provide outstanding customer service and call resolution to our members; follow-up on issues to ensure resolution for customer.
• Research and resolve service-related inquiries meeting established expectations for quality, productivity, and timeliness.
• Assisting members by questioning, probing, and reasoning regarding their inquiry.

What you must have:

• 2 years of customer service experience or equivalent combination of education and experience
• 1 year of building collaborative relationships with customers, clients, and/or peers in different teams
• High school diploma or equivalent

What you will need:

• High Speed internet with a router that has 2 ports
• Ability to commit to a 12 week fully paid training program with limited absences
• Ability to use multiple systems while you resolve/respond to customer inquiries and concerns via phone.
• Using sound problem solving and decision-making skills resolving simple to complex issues
• Demonstrated empathy and compassion, with outstanding listening and communication skills
• Ability to work assigned shift between 8:00AM-6:00PM EST; Occasional Nights, weekends, holidays may be necessary as business needs require.

Added Plus:

• Bilingual - Spanish or Creole
• Previous experience working with a health insurance company

What's Next?

We have a 3-step selection process.

Step 1: Application and resume review - so make sure to submit your most up to date resume and fill out the screening questions carefully.

Step 2: Face-to-face video interview where you will get to meet the leaders of the Service Organization. If selected,

Step 3: Background screening

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

We are an Equal Opportunity Employer/Protected Veteran/Disabled.

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.

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 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.