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Blue Cross Blue Shield of Massachusetts Customer Service Representative | Member Service Division | November 2022 in Quincy, Massachusetts

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

Member Service Representative

$1,000 Sign-on Bonus! * Remote work available (MA candidates preferred) Full Time$ 20.00 / hour ($39,000 / year)

As the primary contact for our members, 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 and supportive call center environment.

You must be able to attend a paid, phased nineteen-week new hire training program. During that time, our new team members move back and forth between the classroom and the lab/practice environment where you’ll be taking member calls with extensive coaching and support. Your schedule is Monday through Friday. While in the classroom, you will work 9:00 am-5:00 pm. While in the practice environment taking member calls, your schedule may shift to a flex schedule. Your flex schedule which a range of shifts each 8 hours in length per day. Our Member Service associates can start their earliest shifts at 8:00am and finish some shifts as late as 6:30pm. 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.

Who We’re Looking For

At Blue Cross Blue Shield of Massachusetts, we value our employees as much as our members. This job isn’t for the faint of heart. No two members, problems, or resolution journeys are the same. Sometimes you won’t know the right answer, but we’re looking for someone who is always up for the challenge.

Our reps are the kind of people who create a plan and take charge in situations where others feel lost. If you excel at figuring out logic puzzles and logistics challenges outside of work, such as organizing sports tournaments or planning long road trips with multiple destinations, then we bet you have the right stuff!

We’re looking for people best described as…

  • A proactive, solution-oriented decision maker

  • A planner, multi-tasker, and expert problem solver

  • Outspoken, with a “can-do” attitude and infectious positivity

What You’ll Do In Your Role

As a Member Service Representative (MSR) at Blue Cross Blue Shield of Massachusetts you are in charge of solving members’ problems and helping them get back to enjoying their lives as quickly and effortlessly as possible. You are empowered to provide members with peace of mind that their current issue is resolved and that none are on the horizon.

Successful MSRs deliver an effortless member experience by:

  • Taking the lead – our reps take ownership of members’ issues, relieving members’ stress while guiding them to a quick and easy resolution.

  • Identifying future problems – not only do our reps solve the current member concern but they actively identify and solve any lurking complications the member may encounter after their first interaction.

  • Sharing insights with peers and management – our positive team culture relies on open communication to continuously improve how our work gets done.

  • Having fun ! – our work is important, but we don’t take ourselves too seriously. We love helping others and have a fun community dedicated to doing so!

Our Investment In You

Don’t worry – you don’t have to be an expert to become one! So long as you bring your passion for people and problem solving, we’ll invest in you to take care of the rest. We’ll provide fun, thorough and paid training that will teach you everything you need to know to feel confident handling member issues with a team of support by your side.

As a MSR, you are the face of our company, and at Blue Cross Blue Shield of Massachusetts we believe it’s important to ask for our reps’ input on anything from member solutions to workspace design.

Join our team to enjoy:

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

  • 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!

  • A dynamic work environment that keeps you thinking!

  • Best in class health, wellness, and retirement benefits among many others!

  • Performance based annual bonuses

Education/Relevant Experience:

  • High school diploma or equivalent required

  • BS/BA degree preferred or equivalent work experience

  • 2-3 years customer service experience

  • Proficient computer skills (E.g., Microsoft Word, email management, Internet use, etc.)

  • Strong navigational skills with multiple systems and current knowledge of technology

    ​The role is eligible for the following personas: E-worker, Resident & Mobile

If interested, you can expect an email within one day of application to begin the hiring process by taking an online assessment in the comfort of your home. This test will take you less than a half hour! After completion of the assessment, you will also receive a free Workplace Insights Report based on your individual results.



# LI-Remote

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 for building entry. 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.