PreSales Product Support Specialist

Overview

At Blue Cross Blue Shield Global Solutions SM (BCBS Global Solutions SM), we make it easy for people and organizations to access and pay for healthcare abroad. By combining digital innovation with human-centered care, we go above and beyond for our customers and deliver an international healthcare experience that’s simple, efficient, and human. Whether our customers live, work, travel or study abroad, we give them the confidence and peace of mind to embrace every journey and say “yes” to new possibilities.

The Pre Sales Product Support Specialist’s primary responsibility is to support the Individual Sales team in all pre-sales product support functions for both short-term and long-term products. This role will be the conduit and first point of contact between the Underwriting and Enrollment teams, the customer, brokers, and the sales team. This role ensures that our products are well understood, efficiently implemented, and supported to contribute to a positive broker and customer experience.

• Serves as the main point of contact between the Individual Sales Team and the Underwriting and Enrollment teams regarding pre sales product support. Be cognizant of decisions, product updates, and Underwriting policy changes. Documents and communicates them appropriately.
• Offers new application and enrollment support for brokers on the website and mobile app.
• Serves as the main contact for product inquiry and enrollment issue resolution for all product types.
• Supports the creation and updating of product support materials (FAQs, guides, etc.).
• Creates Service Now tickets when errors occur or need improvements in HTH ADMIN and Salesforce.
• Analyze reports and trends to identify training support needs and/or product improvement opportunities.
• Support the rollout of product enhancements and rate increases.
• Update prior health information if received with an application.
• Supports the team with Quality Assurance and website testing when requested.
• Lead for current pre-sales reporting and implement new reporting on product success and customer satisfaction.
• Provides accurate and concise reporting within short timelines.
• Other duties as assigned.

• Bachelor’s degree or applicable work experience required.
• Will require a Health & Accident license, which can be obtained within 90 days of hire.
• Strong client services skills and ability to manage multiple clients and projects simultaneously.
• Strong communication and presentation skills required, including confidence and composure when working with senior level audiences.
• Ability to adapt to changing priorities. Ability to work both independently and as part of a team.
• Self-motivated to perform work accurately, thoroughly, and on time.
• Bilingual/Spanish speaking preferred but not required.
• Experience in Microsoft Office Suite (i.e., Word, Excel, Outlook, and PowerPoint, Edge).
• Employee is required to have at minimum an internet speed of 75 Mbps (standard high-speed internet access).

• Flexibility to work in an office and/or at-home, remote office environment.
• Schedule flexibility is occasionally necessary in this position. Individual may be required to attend key business/departmental meetings and/or perform certain business critical job functions outside of normal working hours.
• Must be able to communicate internally and externally through receiving and responding to auditory and visual methods.

Competitive base pay starting at $27.04/hr plus annual incentive.

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

EOE