Blue Cross Blue Shield Of Florida Heathrow , FL 32746
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.
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
3 years related work experience or equivalent combination of transferable experience and education. Experience Details:
Required Management Experience
No supervisory/management experience required
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.
We are an Equal Opportunity Employer/Protected Veteran/Disabled.