Service Advocate IV - Contact, Jacksonville On-Site

WebTPA•United States,

1d•$19 - $30•Onsite

About The Position

The Service Advocate IV provides telephonic support to potential, new, and existing customers. The role reviews enrollment and claims history for accuracy in billing, enrollment, deductible application, and member responsibility. It uses the Florida Blue Call Strategy to deliver customer service and resolve calls, follows up to ensure issues are resolved, and researches service inquiries to meet quality, productivity, and timeliness expectations. Advocates question, probe, and reason with members to understand and address their inquiries. The position is on-site at the Deerwood Campus in Jacksonville, Florida. The hourly set rate is $20.39. Training is scheduled from January 4, 2027, through March 12, 2027, Monday through Friday, 8:00 a.m. to 4:30 p.m. EST. After training, employees work an eight-hour shift assigned through a shift bid within department hours of 8:00 a.m. to 6:00 p.m. EST, Monday through Friday. Occasional nights, weekends, or holidays may be necessary based on business needs. The employer provides training, equipment, and ongoing support.

Requirements

Two years of customer service experience, or an equivalent combination of education and experience.
One year of experience building collaborative relationships with customers, clients, and/or peers in different teams.
High school diploma or equivalent.
Ability to commit to a 12-week fully paid training program with limited absences.
Ability to use multiple systems while responding to customer inquiries and concerns by phone.
Sound problem-solving and decision-making skills to resolve simple to complex issues.
Empathy and compassion, with strong listening and communication skills.
Ability to work an assigned shift between 8:00 a.m. and 6:00 p.m. EST.
High-speed internet and a router with two ports.

Nice To Haves

Bilingual in Spanish or Creole.
Previous experience working with a health insurance company.

Responsibilities

Assist members by phone with enrollment, claims, billing, deductible, and member-responsibility inquiries.
Review members’ enrollment or claims history and ensure billing, enrollment, deductible application, and member responsibility are accurate.
Use the Florida Blue Call Strategy to provide customer service and resolve calls.
Follow up on issues to ensure customer resolution.
Research and resolve service-related inquiries while meeting quality, productivity, and timeliness expectations.
Question, probe, and reason with members to understand their inquiries.