Consumer Engagement Sales & Service Representative

Schedule: Onsite

Compensation: $27.88 - $36.92 hourly

Jump into the new world of health insurance:

At Blue Cross & Blue Shield of Rhode Island (BCBSRI), our business is healthcare. But our focus is on improving lives. Be part of a team that's large enough to make a difference but small enough to be innovative. Work in a rapidly changing field. Take a chance to be creative. Move outside the status quo. Shape new ideas with the power of a national brand behind you.

Why this job matters:

Serve as an advocate for current and prospective members at all retail locations, community events and mobile assets. Clarify and resolve account related questions for all lines of business. Provide excellent customer experience by ensuring that all transactions and inquiries are addressed accurately and in a timely fashion. Sell various types of health insurance products on behalf of Blue Cross & Blue Shield of Rhode Island. Adhere to all Centers for Medicare & Medicaid Services (CMS) guidelines and company-driven compliance programs. Engage in efforts to increase community involvement and visibility with members in the inner-cities and communities throughout the state. Provide benefit education related to government programs and products. Provide information to empower members to make decisions about personal healthcare and increase self-management abilities. Candidate must reside in the local area due to the high level of in-person community activities.

What you'll do:

• Address and resolve member questions pertaining to all plan aspects such as claims, benefits, and eligibility via in-home appointments, telephonic outreach, or in-person programming.
• Interpret and explain plan benefits and policies to members. Provide information regarding government products and services and act as both educator and consultant.
• Identify key community opportunities for mobile assets deployment, maintain and build community relationships to foster opportunities for mobile assets. Continuously evaluate the events and provide strategic insight to successfully assess the effectiveness of event/opportunity.
• Actively engage audience and lead community programming at all mobile asset events. Serve as a BCBSRI field marketing representative.
• Assist with scheduling mobile asset deployment, including but not limited to, following up with instructors, presenters, and community partners to confirm events and instructor participation. Perform administrative tasks such as maintaining records and handling policy renewals.
• Develop leads, schedule appointments at either a brick and motor locations or in-homes, identify customer needs, and market appropriate products and services.
• Address and resolve member questions pertaining to all plan aspects such as claims, benefits, eligibility, and billing.
• Close sales by following up on leads, building customer relationships and showcasing plan specific benefits.
• Apply customer engagement philosophies and personality-based resolution techniques to all sales and service interactions.
• Work with Consumer Engagement team to develop key performance indicators to track and monitor progress. Collaborate with internal business areas to ensure consistency of communication initiatives and outreach to targeted populations thru multiple channels and marketing campaigns. Act as a liaison both internally and externally for senior product lines.
• Perform other duties as assigned.

What you need to succeed:

• A combination of education and related experience.
• Ability to obtain a Health Insurance Producer's License within ninety days of employment, along with completion of continuing education requirements to comply with license maintenance requirements.
• Valid Health Insurance Producer's License
• Ability to proficiently speak Spanish. Portuguese a plus
• Ability to complete an eight-week training program specific to Retail Operations
• Ability to transition between sales and service functions efficiently in a fast-paced environment.
• Basic knowledge of retail, marketing, customer service or sales operations
• Successful track record of meeting sales goals/quotas
• Exceptional interpersonal skills and emotional intelligence
• Excellent oral and written communication skills
• Ability and willingness to think critically, make decisions and solve problems
• Ability to quickly learn new skills and programs
• Ability to organize work efficiently in a fast-paced environment to meet established time and quality standards
• Ability to work effectively with a wide variety of people in individual and group settings.
• Intermediate command of Microsoft Office Suite

The extras:

• Two to four years of experience in a customer facing environment within the health insurance field, medical billing office, retail, or in a sales-driven role.
• Experience in retail environment, medical office, or medical billing
• Knowledge of health insurance
• Intermediate command of MS Office Suite
• Bilingual capabilities (Spanish)
• Experience building relationships with business and community leaders.
• Knowledge of Medicare and Medicaid programs
• Active Producer's License for health insurance
• Bachelor's Degree in related field