Sr Advisor Contact

Job Summary
Senior Advisors assist service advocates who service current or potential customers (which are defined as members, providers, agents, brokers, benefit administrators or benefits consultants). Incumbents resolve service advocates' questions and issues, help service advocates assist the Company's customers who utilize products, tools and services and assist the supervisor with daily activities, excluding management of personnel.

Essential Functions
 

• The essential functions listed represent the major duties of this role, additional duties may be assigned. 
• The work of a Senior Advisor is guided by practices, procedures, general work instructions and supervision of progress and results. These roles contain a greater variety of tasks and duties and on a daily basis incumbents clearly understand what results are expected by the supervisor. Incumbents are not permitted to deviate from standard practices and procedures, but may be permitted to set their own priorities, subject to supervisory approval. Incumbents perform complex duties within established guidelines and may coordinate processes. Example job duties may include: 
• Serve as the primary resource and subject matter expert for senior leadership for the immediate resolution of the highest level of escalated or sensitive member/provider complaints and issues. Research and analyze issues, past operational actions and decisions and operational policies and procedures to determine problems, causes and appropriate solutions. 
• Assist supervisor with the management of the routine, daily activities of the assigned department. Includes providing guidance and expertise to less experienced Service Advocates, identifying need for formal training opportunities, assisting with identifying, resolving and removing barriers to the work and representing immediate supervisor in departmental meetings, workgroups, etc. in their absence. Excludes management functions dealing with staffing, pay administration and employee relations. 
• Support continuous improvement efforts through the early identification, investigation and resolution of problems by communicating and coordinating with the appropriate contacts for completion. 
• May provide feedback and expertise to other areas of the division and/or Company. 

Required Work Experience

• Minimum 3+ years of professional experience in a customer service, healthcare operations, or related field
• Demonstrated expertise in resolving complex member/provider issues and complaints
• Experience providing guidance and mentoring to less experienced team members
• Proficiency with standard business practices, procedures, and operational policies
• High school diploma, GED, or equivalent qualification

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 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: $20 - $33
Typical Hourly Pay Range: $20 - $25
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.