Blue Cross Blue Shield of Massachusetts Customer Service | Member Service Division | April 2019 in Quincy, Massachusetts
Ready to help us transform healthcare? Bring your true colors to blue.
As the primary contact for our customers, the Member Service Representative is one of the most important positions at Blue Cross Blue Shield of Massachusetts. Our ability to provide outstanding service to our members continues to be a top goal for every associate. Member Service Representatives work in a structured inbound call center environment.
New hires must be able to attend a phased twenty-one week new hire training program. During that time, candidates move back and forth between the classroom and the lab/practice environment where they are taking member calls with extensive coaching and support. Training is onsite in our Quincy office, Monday through Friday. While in the classroom, candidates will work 9:00 am-5:00 pm. While in the lab/practice environment taking member calls, candidate schedules may shift to a flex schedule (as noted below). An 18-month commitment is required for this position before applying internally for other positions.
Consistently provide members with exceptional customer service
Assist internal and external customers via incoming telephone calls
Actively listen to customers and respond appropriately
Utilize the BCBSMA computer system to look up and record information regarding a customer’s account
Investigate and resolve member inquiries through correspondence and computer research
Advise customers regarding policy and benefit information for multiple health plans
Coordinate internal activities necessary to research and resolve inquiries and provide accounts with service solutions
Contribute to a team effort to meet or exceed service, production and quality goals
Identify errors and implement solutions with team members and leaders
Meet and exceed daily weekly and monthly performance goals
Provide a high level of service to both external and internal customers
Creative problem solving within a team environment
Desire to create a caring atmosphere for customers
Flexibility and willingness to change as business needs change within the division
Take ownership of work
See opportunity in the unexpected
Education and Experience:
High school diploma or equivalent
College degree or comparable experience preferred
2 plus years of successful work experience in a customer focused environment, direct customer contact via phone preferred
Prior experience assisting members and/or providers with telephone inquiries
Basic knowledge of personal computer operations and software packages
Experience in a Windows environment preferred
Excellent organizational, problem-solving, communication and interpersonal skills
Schedule– Your schedule is a flex schedule which is any combination of work days ranging from 4 hours to 10 hours in length each day, ultimately adding up to 37.5 hours total for the week. Our Member Service associates can start their earliest shifts at 8:00 am and finish some shifts as late as 6:30 pm. The schedule patterns for each week can vary based on business needs however we are committed to giving our associates as much advanced notice as possible when this occurs.
The following are some examples of flex schedules that associates could potentially receive:
A 10 hour shift on Monday, a 6 hours shift on Wednesday, and 8 hour shifts on Tuesday, Thursday, and Friday
8 hour shifts Monday, Tuesday, Wednesday, Thursday, and Friday
Blue Cross Blue Shield offers its permanent associates a competitive package that includes:
Three weeks of vacation, as well as paid holidays and additional sick and personal time off
Health, dental and vision insurance beginning on your first day of employment
401k program with a company match
Tuition Reimbursement Program
Transportation Assistance: Get discounts on transportation like MBTA, parking and bicycle vouchers
Fitness Center Reimbursement and Wellness Programs
The potential for growth within Blue Cross Blue Shield is exceptional. More than half of our managers began their careers with us in entry-level roles!
LocationQuincyTime TypeFull time
Voted as the highest in member satisfaction among Massachusetts commercial health plans by JD Power, Blue Cross Blue Shield of Massachusetts is a community-focused, tax-paying, not-for-profit health plan headquartered in Boston. We have been a market leader for over 75 years, and are consistently ranked among the nation's best health plans. Our daily efforts are dedicated to effectively serving our 2.8 million members, and consistently offering security, stability, and peace of mind to both our members and associates.
Our Commitment to You
We are committed to investing in your development and providing the necessary resources to enable your success. We are dedicated to creating a refreshing and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path. We take pride in our diverse, community-centric, wellness-focused culture and believe every member of our team deserves to enjoy a positive work-life balance.
Blue Cross Blue Shield of Massachusetts is an Equal Employment / Affirmative Action Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or expression, or any other characteristics protected by law.
Blue Cross Blue Shield of Massachusetts will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Blue Cross Blue Shield of Massachusetts's legal duty to furnish information.