Customer Advocate I

Arkansas Blue Cross Blue Shield•Fayetteville, AR

1d•$25 - $33•Onsite

About The Position

Customer Advocate I supports individual customers under age 65 and over age 65 by providing service, support, and education about enrollment, membership, benefits, and claims for individual and group products, depending on the marketing service area. The role requires professional, courteous customer service and a thorough understanding of products, claims processing and procedures, contract benefits, coordination of benefits, provider networks, and membership criteria. The position also assists retail customers with billing questions, premium payments, and related services. This position is 100% on-site at the Fayetteville Blue Store, with no remote option. The role is identified as security level three and must protect the security and confidentiality of records and information and follow the company’s segregation-of-duties guidelines. It is classified as a general office worker, semi-active, with local travel; periodic lifting and carrying up to 40 pounds and routine work-related vehicle travel within the metropolitan area are described as essential functions.

Requirements

High school diploma or equivalent.
Minimum of three years of customer service or sales administration experience, preferably in the insurance industry, a health insurance agency, or a provider's office.
Customer service, problem-solving, oral and written communication, interpersonal communication, professional judgment, and organizational skills.
Proficiency using Microsoft Word and Excel.
Ability to work independently or as part of a team.
If Arkansas Health and Life Insurance licenses are not already held, successfully pass both health and life exams within three months after coursework is assigned.

Nice To Haves

Arkansas Health and Life Insurance License.
Exchange producer license.
CMS certification for senior products.

Responsibilities

Answer high-volume calls from members, providers, agents, and billing services, providing timely, accurate, and courteous responses and working with contacts to resolve issues.
Comply with retail dress and appearance standards and work retail hours as described by management.
Consult with prospects about individual product options, determine appropriate coverage based on coverage needs and financial status, and assist with applications for coverage.
Promote all products sold by the enterprise.
Establish premium payment arrangements for members and accept and process premium payments.
Provide comprehensive enrollment, membership, benefits, and claims information for group and individual products, depending on the marketing area.
Stay informed about changes in benefits, regulations, and guidelines.
Provide support to retail sales representatives.
Perform other duties as requested.
Maintain the security and confidentiality of records and information and adhere to segregation-of-duties guidelines in the Administrative Manual.