What Will Be Your Purpose

The role of Service Advocate IV is focused on servicing current or potential customers and are expected to perform accurate and timely processing of enrollment, maintenance, and billing activities. Incumbents resolve, inquiries received from various channels and departmental reporting, which directly contribute to improving customer experience, retention, and the Florida Blue brand. This role contains a greater variety of moderately complex duties daily and will require incumbents to multi-task, utilizing multiple systems and reports. To perform this job successfully, incumbents must be able to perform each essential duty satisfactorily.

Important to Know
• Ability to work a schedule between 7:30 AM - 6:00 PM (EDT) Mon-Fri, with weekends and shifts past 6:00 PM as business needs dictate.
• Incumbents are not permitted to deviate from standard practices and procedures and performance will be measured on production and quality standards established by management.

What You Will Be Doing/Essential Functions

• Update and maintain individual (consumer) enrollment, billing and benefit plan information against multiple systems and reports to ensure compliance with Company policies and procedures.
• Invoice and reconcile premium income to enrollment in a timely manner to minimize financial risk and to ensure department and corporate goals are met.
• Perform monthly account reconciliations, including researching variances/discrepancies.
• Request additional information from internal or external business partners to accurately resolve enrollment and or billing discrepancies.
• Research, account balance and adjust billing and/or enrollment systems according to the appropriate files.
• Perform research/conduct detailed analyses in multiple systems and reference material to determine root cause(s) of problems and/or to identify opportunities for improvement.
• Work with internal and external business partners to remove barriers and facilitate issue resolution.
• Interpret, analyze, and respond to complex and sensitive inquiries.
• Strong verbal and written communication skills along with strong organizational and interpersonal skills with the ability to build positive professional relationships with both internal & external partners.

• The essential functions listed represent the major duties of this role, additional duties may be assigned.

What we prefer

• Strong experience working with MS Outlook, MS Word, Excel, PowerPoint, and Teams.
• Demonstrated ability to organize and address complex business issues by utilizing strong problem-solving skills.
• Work independently in setting priorities and following through on problem resolution.
• Self-sufficient with the ability to make decisions.
• Excellent Verbal & Written communication skills to include the ability to explain complex concepts in a clear and concise manner.

• Properly review, adjust, and resolve discrepant cases for Florida Blue member accounts based on CMS and FB Guidelines to meet compliance guidelines associated with the Affordable Care Act.

Required Work Experience
2+ years related work experience or equivalent combination of transferable experience and education.

Business Required Experience:

• Time management skills
• Ability to work independently

• Professional and effective in communication skills
• Demonstrate a strong attention to detail and thoroughness

Required Management Experience
No supervisory/management experience required

Required Education
High school diploma or GED

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.

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: $18 - $28

Typical Hourly Pay Range: $18 - $22

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.