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Blue Cross Blue Shield of Massachusetts Customer Service Representative | Member Service Division | May 2023 in Quincy, Massachusetts

Ready to help us transform healthcare? Bring your true colors to blue.

Member Service Representative

Member Advocate

$1,000 Sign-on Bonus! * Remote work available Full TimeCompensation:

  • Starting at $20.00/hour ($39,000/year) during 15-week training

  • Increase to $40,000/year after training complete

  • Opportunities for continued salary growth as skills progress

  • Annual raise/bonus based on performance

At Blue Cross Blue Shield of Massachusetts, our company promise is to always put our members first. Our mission is the relentless pursuit of quality, affordable, and equitable healthcare with an unparalleled consumer experience. As a Member Advocate, you will be at the heart of the consumer experience and a critical team member to support our mission.

What you’ll do

Member Advocates work in a structured and supportive call center environment and are one of the most important positions at BCBSMA. You will be enrolled in a phased new hire training program to teach you everything you need to know about the health insurance industry. We will help you develop the skills and knowledge for a successful career with impact to millions of Americans.

This is a fast-paced service center environment. No two members, problems, or resolutions are the same. We’re looking for someone who is up for the challenge to be an expert and master the role by exceeding productivity, customer service, and performance measurements.

  • As a call center employee, you’ll be available to our members when they need us most

  • Our call center is open Monday-Friday, 8:00am – 9:00pm EST (6:00am MT – 7:00pm MT)

  • You’ll be scheduled for 37.5 hours/week from 10:00 am - 6:00 pm EST (8:00am MT - 4:00pm MT)

  • We offer flexible, remote working opportunities as well as additional training and development as you grow your career

  • Member Advocates usually spend the majority of each week taking calls with members, with specific time dedicated to learning and development, and research

  • The more you learn, the more you’ll have opportunities to grow your career

What you bring

Our Member Advocates are the kind of people who create a plan and take charge in situations where others feel lost. They deliver an exceptional member experience by taking ownership of members’ issues, relieving their stress while guiding them to a resolution.

We’re looking for people who are:

  • Proactive, solution-oriented decision makers

  • Planners, multi-taskers, and expert problem solvers

  • Analytical and critical thinkers – able to anticipate and address future needs

  • Able to multitask and thrive in a fast-paced, high-pressure environment

  • Curious, committed to learning and gathering information

  • Effective communicators and able to translate complicated concepts into simple terms

  • Emotionally intelligent and able to empathize and understand our members’ needs and respond with compassion and guidance

  • Committed to answering members’ questions and solving their problems to help them get back to enjoying their lives as quickly and effortlessly as possible

  • Empowered to provide members with peace of mind that their current issue is resolved and that none are on the horizon

What we bring

As a Member Advocate, you are the face of our company, and at BCBSMA we believe it’s important to ask for your input on anything from member solutions to workspace design. We are rooted in the community we serve and are committed to helping all members and Massachusetts residents lead healthier lives.

Join our team to enjoy:

  • *$1,000 Sign-On Bonus! (The sign on bonus will be paid in 4 installments of $250 after 3, 6, 9, and 12 months of employment. Associates must remain employed with the company to receive each installment payment.)

  • Flexible remote working solutions

  • Recognition and rewards for high performance and improvement

  • Internal career pathing with individual mentorship, networking and events

  • Employee resource groups for employees with shared backgrounds or the desire to learn more about their colleagues. All are welcome at our ERGs!

  • Best in class health, wellness, and 401(k) retirement benefits among many others!

  • Paid holidays, vacation, personal, and wellness time

  • Paid volunteer and service opportunities

  • Tuition reimbursement

    Required Qualifications:

  • High school diploma or equivalent required

  • 1 year customer service experience in insurance or financial services

  • 6+ months experience frequently communicating (minimum 60% of time) with customers by phone, email, and/or in person

  • Technology savvy with strong working knowledge of computer software applications and operating systems with the ability to learn quickly and navigate through multiple systems simultaneously

Preferred Qualifications

  • Experience in fast-paced contact center environment highly preferred

  • Bilingual capability highly desired

  • Proficient in keyboarding and ability to type

Minimum Education Requirements:

High school degree or equivalent required unless otherwise noted above

LocationQuincyTime TypeFull time

At Blue Cross Blue Shield of Massachusetts, we believe in wellness and that work/life balance is a key part of associate wellbeing. We provide a flexible hybrid work model in which roles are designated as resident (on site 4-5 days/week), mobile (on site 1-3 days/week), or eworker (on site 0-3 days/month).

Blue Cross Blue Shield of Massachusetts, has a COVID-19 vaccination requirement. Your offer of employment is dependent upon either being fully vaccinated for COVID-19 or an accommodation based on a disability or sincerely held religious belief, practice, or observance by submitting a request to Human Resources.

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.