Get To Know US!

GuideWell and its family of forward-thinking companies are focused on helping people and communities achieve better health and are at the forefront in the transformation of health care.

As a highly integrated care team we empowers members to optimize their health and achieve their health care goals by providing access to quality and affordable health solutions.

Florida Blue, a GuideWell Company, has been providing health insurance to residents of Florida for 75 years. Driven by its mission of helping people and communities achieve better health, the company serves more than five million health care members across the state. We are looking for exceptional people who will bring our mission to life and succeed by putting the member first.

What We Can Offer YOU!

We offer competitive salaries and benefits, work-life balance, flexible work arrangements, opportunities for growth and development, and a great place to work across our enterprise!

What is Your Purpose:

The purpose of this position is to support a retail store customer experience that is conducive to sales, retention and customer loyalty.

Important information

• Must work on site
• Flexible hours to include evenings, weekends and holidays (Hours can vary between 8:30am-7pm and Saturday 8:30am-4pm, employees are scheduled to work 40 hours. Open enrollment, hours extend between 10/1 and 1/15 and Overtime can be mandatory depending on the business need.)
• Location:

Orlando Retail center

434 N Orlando Ave

Winter Park, FL 32789

What You Will Be Doing

Help ensure all customers (walk-in, telephonic or electronic) are warmly greeted, their needs are assessed quickly and they are referred to the appropriate setting, person, information or tools to address their needs. Provide a customer friendly service experience for customers with questions or issues related to health care, health insurance (benefits, claims, premium payments, membership, billing and enrollment) or other related topics

• Research and obtain resolution for all issues, using tools directly or engaging other business areas for support for inquiry resolution
• Ensure service coordinated with other supporting areas maintains the appropriate retail center service experience and that internal complexities remain invisible to the customer
• Log all inquiries, capturing appropriate data required for reporting and customer understanding
• Respond to telephone and web-based inquiries and initiate telephonic follow-up when appropriate
• Assist sales consultants with new enrollment status and inquiries
• Host Customer Video Appointments
• Use Web based tools and other aids to facilitate and teach customers to use resources, tools, information and products to manage their health care and health care costs most effectively
• Demonstrate self-service tools through My Blue Service in individual and group sessions, fully navigating all features and highlighting benefits
• Facilitate/educate customers on using self-service tools to resolve issues or obtain information, promoting the use of self-service for functions not requiring full service
• Conduct orientations for new customers, explaining resources, services and programs as appropriate
• Conduct overviews and facilitate use of resource library materials, matching customer needs to available materials/programs
• Conduct small group seminars on resources and tools for health care shopping, managing health, etc.
• Explain/promote incentive programs to target customers or prospects, building enthusiasm and support for program participation and answering questions
• Distribute and/or track incentive rewards as appropriate
• Ensure customers understand their products, benefits, tools and how to use them
• Sell and enroll select products (access, add-ons) when sales reps are unavailable and during peak sales times
• Provide product information and encourage sales receptivity when sales reps are not immediately available for a sales opportunity
• Perform outbound call campaigns for Under 65 and Over 65 segment as needed
• Cross-promote and identify opportunities for members to participate in value added services and programs available within the retail location
• Serve as direct contact and subject matter expert for questions from the general public or existing members related to Health Care Reform

What You must have:

• 1+ years related work experience. Experience Details: Face to face consultative experience in a retail environment
• High school diploma or GED
• Must require a State of Florida 2-40 license within 60 Days
• Excellent verbal and written communication skill
• Proficient with MS Word, Excel, PowerPoint, Internet and web-based tools
• Work flexible hours to include evenings, weekends and holidays

What We Prefer You To Have:

• Associate's degree
• Experience in insurance industry, physician's office, hospital or other position in health care industry
• Experience in store/retail management • Experience with financial products or services
• Bilingual – Spanish

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.

We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive and equitable culture for our employees and communities.