Experienced Remote Customer Care Specialist – Delivering Exceptional Support to Florida Blue Members

Introduction to Florida Blue and Our Mission

At Florida Blue, we are dedicated to helping our communities achieve better health. As a leading health insurance provider, we strive to make a positive impact on the lives of our members. We are now seeking a highly skilled and compassionate Remote Customer Care Specialist to join our team. As a Remote Customer Care Specialist, you will play a vital role in delivering exceptional support to our high-risk members, addressing their inquiries, and providing personalized solutions to meet their needs.

About the Role

This is a full-time remote opportunity that offers a unique chance to work with a dynamic team, develop your skills, and advance your career. As a Remote Customer Care Specialist, you will be responsible for taking incoming calls from our members, resolving their inquiries, and providing outstanding customer service. You will utilize the Florida Blue Conversation Strategy to ensure that our members receive the best possible support and follow up on issues to ensure resolution.

Key Responsibilities

• Review members' enrollment or claims history to ensure accuracy of billing and enrollment and application of deductible and member responsibility
• Utilize the Florida Blue Conversation Strategy to provide outstanding customer service and call resolution to our members
• Research and resolve service-related inquiries meeting established expectations for quality, productivity, and timeliness
• Assist members using probing questions and critical thinking to resolve their inquiry
• Collaborate with internal teams to resolve complex issues and ensure seamless support for our members

Essential Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• 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
• Ability to commit to a 12-week fully paid training program with limited absences
• Ability to use multiple systems while resolving/responding to customer inquiries and concerns via phone
• Demonstrated empathy and compassion, with outstanding listening and communication skills

Preferred Qualifications

While not required, the following preferred qualifications will be considered an asset:

• Bilingual – Spanish or Creole
• Previous experience working with a health insurance company
• Experience with customer relationship management (CRM) software

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Excellent communication and interpersonal skills
• Strong problem-solving and decision-making skills
• Ability to work in a fast-paced environment and prioritize multiple tasks
• Proficiency in using multiple systems and software applications
• Strong attention to detail and ability to maintain accuracy in a high-volume environment

Career Growth Opportunities and Learning Benefits

At Florida Blue, we are committed to the growth and development of our employees. As a Remote Customer Care Specialist, you will have access to a range of training and development opportunities, including:

• A comprehensive 12-week training program to equip you with the skills and knowledge needed to succeed in the role
• Ongoing coaching and feedback to support your growth and development
• Opportunities for career advancement and professional growth within the company

Work Environment and Company Culture

At Florida Blue, we pride ourselves on our dynamic and inclusive work environment. As a Remote Customer Care Specialist, you will be part of a team that values collaboration, empathy, and compassion. Our company culture is built on the following principles:

• A commitment to diversity, equity, and inclusion
• A focus on employee well-being and work-life balance
• A culture of continuous learning and development

Compensation, Perks, and Benefits

We offer a competitive salary range of $17.98-29.13 per hour, with a set pay rate of $19.04 per hour. Our benefits package includes:

• Health, Dental, and Vision Plans
• 401K
• 18 days of personal time off in the first year (not applicable during training)
• 11 Holidays and 2 wellness days per year
• Life Insurance, Disability Benefits, Pet Insurance, Work-Life Balance Programs, and more

What's Next?

If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Our 4-step selection process includes:

• Application and resume review
• Video Interview
• Face-to-face video interview with our leadership team
• Background screening

Conclusion

At Florida Blue, we are committed to creating a diverse, inclusive, and equitable culture for our employees and communities. If you are ready to join a dynamic team and make a positive impact on the lives of our members, we encourage you to apply now. Don't miss this opportunity to take your career to the next level and be part of a company that truly cares about its employees and the communities we serve.