Medicare Member Advocate

BlueCross and BlueShield of Massachusetts • Hingham, MA

354d • $20 - $20 • Remote

About The Position

BCBSMA is seeking new Member Advocates for our elite Medicare Services Division! 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 Service advocate for Medicare Markets, your role is one of the most important positions at Blue Cross Blue Shield of Massachusetts. You are the voice of Blue Cross when our members have questions, need help understanding their benefits, and so much more. Our ability to provide outstanding service to our members continues to be a top goal for every advocate. To prepare you to join our team, you will complete a comprehensive training program. Included in your learning, you will participate in role playing scenarios, call listening sessions, and partner work. In addition, you will receive hands on classroom style learning and mentoring with current advocates where you will listen to live member calls. Your 12-week training program takes place Monday through Friday from 8:00 AM - 4:00 PM. Training is PAID! After training, your schedule will shift to a flex schedule. Your flex schedule is 8 hours in length and can start as early as 8:00AM and some shifts that start later may finish as late as 6:00PM. The schedule patterns for each week can vary based on business needs. However, we are committed to giving our advocates as much advanced notice as possible when this occurs.

Requirements

• High school diploma or equivalent required
• 6+ months experience frequently communicating (minimum 60% of time) with customers by phone, email, and/or in person
• Strong verbal and written communication skills
• Quality and service-oriented demeanor
• Effective listening and organizational skills
• Demonstrate sound decision-making
• Self-motivation, initiative, ability to handle multiple priorities and meet strict deadlines
• Proficient computer skills (E.g., Microsoft Word, email management, Internet use, etc.)
• Strong navigational skills with multiple systems and current knowledge of technology
• Personal commitment to high quality performance through integrity, accountability, compassion, and teamwork
• Ability to provide customer service designed to meet the customer's needs, showing empathy and the ability to apply

Nice To Haves

• Experience in fast-paced contact center environment highly preferred
• Proficient in keyboarding and ability to type
• BS/BA degree preferred or equivalent work experience
• 2-3 years customer service experience

Responsibilities

• Taking the lead - our advocates take ownership of members' issues, relieving members' stress while guiding them to a quick and easy resolution.
• Identifying future problems - not only do our advocates solve the current member concern but they actively identify and solve any 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.
• Show compassion - our advocates show empathy and compassion during a time of need, whether that is due to a loved ones passing or acknowledging a difficult situation and finding the right resources to help.
• 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!

Benefits

• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Religious, Grantmaking, Civic, Professional, and Similar Organizations
• Education Level: High school or GED