Why should you join the BlueCross BlueShield of South Carolina family of companies? Other companies come and go, but for more than seven decades we’ve been part of the national landscape, with our roots firmly embedded in the South Carolina community. Business and political climates may change, but we’re stronger than ever. Our A.M. Best rating is A+ (Superior) — making us the only health insurance company in South Carolina with that rating. We’re the largest insurance company in South Carolina …and much more. We are one of the nation’s leading administrators of government contracts. We operate one of the most sophisticated data processing centers in the Southeast. We also have a diverse family of subsidiary companies that allows us to build on a variety of business strengths. We deliver outstanding service to our customers. If you are dedicated to the same philosophy, consider joining our team!

Job Title: Client Advocate II

Position Details: 

• Hybrid - Onsite 3x per week and other days if needed - GPC, 17 Technology Circle, Columbia, SC 29203.
• Standard Work Hours: Flexible but typically between 7:30 am – 8:30 am to 4:30 pm – 5:30 pm.
• Interview Process: In person, Mimosa at the GPC.

Team Name: Medicare Client Support

Required Technologies: 

• Infrastructure: Windows Server, Linux, IBM mainframe. 
• Databases: Oracle, SQL Server, DB2. 
• Security Tools: Okta, Splunk.

Nice to Have: 
•    Networking & Hardware: Dell EMC, Cisco UCS.
•    Cloud & Virtualization: Azure, AWS, VMware

Day to day: 
The Client Advocate serves as the primary liaison between the IS organization and its customers, ensuring an exceptional customer experience and representing the customers interests internally. This role focuses on building strong relationships, resolving issues, and driving client satisfaction and retention.

Key Responsibilities:

• Act as the voice of the customer within the organization, ensuring their needs and feedback are addressed.
• Build and maintain trusted relationships with the customer, serving as a point of escalation for complex issues.
• Collaborate with internal teams to resolve customer concerns promptly and effectively.
• Educate customers on products, services, and best practices to maximize value.
• Monitor customer satisfaction and identify opportunities for improvement.
• Provide insights to influence development and service enhancements.

Team: Our team is composed of a manager and seven highly skilled Client Advocates. Each team member brings a unique and diverse background within the Medicare industry, contributing a wealth of knowledge and perspectives that strengthen our collective expertise. We pride ourselves on becoming innovative, out-of-the-box thinkers who approach challenges with creativity and strategic insight. Our culture is built on openness, transparency, and inclusivity. We foster an environment where ideas are welcomed, collaboration is encouraged, and every voice is valued. This inviting atmosphere empowers our team to work cohesively, share knowledge freely, and deliver exceptional service to our clients.

Day to day: 

• Primary responsible for supporting internal and external customer business needs.
• Acting as liaison between clients and the I/S organization, providing business direction to systems and programming areas on work efforts.
• Monitoring all I/S costs charged to clients to ensure accuracy and cost effectiveness and facilitating communications with the clients regarding costs.
• Supporting clients through production issues that may be encountered.

NOT Looking for: 

• Sales experience focused on incentives.
• Candidates with programming backgrounds.
• Individuals unfamiliar with collaborative, Agile environments (such as daily stand-up meetings and regular status updates).

Soft Skills: 

• Candidates should demonstrate flexibility and ease when navigating ambiguous situations. Additionally, they should be open to receiving feedback from both peers and direct supervisors.

About Team: 

• My team consists of two Client Advocates who collaborate closely to manage various aspects of Information Systems, including Application Development, Project Management, Quality Management, and Estimating. Our goal is to make sure that internal customer requirements are thoroughly understood and properly documented, and that all deliverables are completed on schedule and within budget. Additionally, we partner with customers to gather and record business needs, which we then convert into High Level Estimates and projects.

Responsibilities:

• Responsible for establishing, building and maintaining sustainable client relationships. 
• Ensures appropriate client communication, client focus and client control of priorities by coordinating with client organization at strategic, tactical and operational levels. 
• Works with customer to identify opportunities for innovation, cost reduction, improved efficiencies and business challenges. 
• Acts as liaison between I/S and leadership for assigned business units. 
• Ensures that design and integration of proposed system, software and hardware solutions lead to development and growth of the business through effective use of technology. 
• May participate in training and development of staff. 
• May assist department managers in day-to-day operations of department. 
• 25% Account Management: Acts as account manager responsible for collection, analysis, review, documentation and communication of customer needs and requirements. Ensures I/S solutions are tailored to customer’s strategies by continually obtaining a complete understanding of customer’s business needs from initial requirements to final implementation. Communicates quickly and accurately. Manages political and interpersonal issues. Fosters relationships between customer and I/S organization and analyzes problems, settles disputes and negotiates with customer within current contractual boundaries. Acts as specialist in client’s business and generalist in I/S products/services. 
• 25% Steering Support: Helps customer define business needs as specific changes and works with customer on priority setting. Allows customer to have major influence over I/S work priorities, therefore improving customer control over costs of products and services I/S delivers. Assists in definition of I/S work/audit requests and completes packaging/delivery of I/S work/audit requests estimates and supporting documentation to customer. Negotiates final estimates, authorization, and start/completion dates for each request with customer. Provides tracking of work requests to allow better control of costs. Monitors work requests to ensure delivery of products/services based on customer’s priorities, estimates and dates. Updates I/S Product Catalog with product features. 
• 20% Systems/Services Monitoring: Monitors service levels, reports actual versus agreed to service levels and reviews service levels with customer to determine opportunities for improvement. Establishes and reports metrics that measure I/S performance and satisfaction to customer. Reports Service Level Agreement (SLA) performance. Analyzes requested and existing SLAs for reasonableness and takes appropriate action. Reports overall customer status to I/S Management. Provides strategic consultancy support to assigned customers in defining of designing business or technological processes. Responsible for quality oversight of project work being done to ensure on-time delivery, within budget, with high quality and to customer specifications. 
• 15% Internal Marketing: Takes proactive marketing approach when communicating with customer in response to external requests for change or internal I/S product activity. Focuses on customer needs and makes customer aware of potential offerings that could meet those needs and/or add value. Designs products/services with common components that can be leveraged across many customers. Establishes pricing, obtains approval by LOB management and packages/delivers to customer. Focuses communication with customer on features offered in I/S Product Catalog and works with I/S team to propose and build tailored, customer-focused solutions. 
• 15% Product Improvement: Research/discovers opportunities to employ proper subsets of I/S and its products/services. Identifies customer’s strategic business strategies, finds the right products/services to fill customer’s need and uses internal Marketing to sell solution. Research/tracks industry trends and maintains knowledge of new technologies in area of expertise to better evaluate business unit service requests, requirements and proposals. Summarizes customer’s business strategies and communicates customer’s needs to I/S organization. 

Required Skills and Abilities: 

• Required Education: Bachelor's Degree or 4 years of job-related work experience OR 2 years of job-related experience plus an associate’s degree in any major. 
• Required Work Experience: 7 years I/T related experience to include experience in client relationship management, I/S marketing, and process/product improvement.
• Exceptional communications (verbal and written) skills with assertive yet customer-focused style. 
• Strong leadership, teamwork skills and the ability to communicate with all management levels. 
• Strong technical knowledge along with strong analytical and conceptual skills. 
• Understanding of information systems, business processes, and the key drivers and measures of success for the business unit and the organization. Knowledge of the company’s business practices and direction along with the assigned business area’s products and processes. 
• Understanding/knowledge of technological trends used to bring solutions to business units. 
• Strong business analysis experience across multiple lines of business. 
• Strong LOB experience to include working closely with I/T in the development/implementation of systems. 
• Demonstrated competency in strategic thinking with strong abilities in client management and relationship building/management along with a service attitude. 
• Demonstrated competency in management of resources to meet goals and multiple projects. Participation on multidiscipline, high-performance work teams. 
• Ability to negotiate terms and scope of work documents. 
• Ability to prepare and present formal presentations. 
• Effective problem solving and conflict resolution skills. 
• Required Software and Tools: Microsoft Office. 

Pay Transparency:

• This is the pay range that Magnit reasonably expects to pay someone for this position is $39.23/hour - $52.31/hour. 
• Benefits: Medical, Dental, Vision, 401K (provided minimum eligibility hours are met).

BlueCross is a strong supporter of our veterans, and many service men and women have joined our ranks. We’ve found the dedication, work ethic and job skills that serve well in the military excel in many of our lines of business, and we proudly have veterans filling positions in Human Resources, Information Technology, Customer Service, Operations, General Services and more. 

Through our government contracts, we also have employees serving at Shaw Air Force Base, the Naval Health Clinic in Charleston, the Naval Hospital in Beaufort and in our hometown of Columbia, S.C., at Ft. Jackson. If you are a full-time employee in the National Guard or Reserves, we will even cover the difference in your pay if you are called to active duty. If you're ready to join in a diverse company with secure, community roots and an innovative future, apply for a position now!