Member Advocate

Blue Cross Blue Shield of Massachusetts•Hingham, MA

1d•Remote

About The Position

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 to make a positive impact to Federal Employees. 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, Tuesday, Wednesday, and Friday, 8:30am – 4:30pm EST (Thursdays 8:30-5:30). We offer flexible, remote working opportunities as well as additional training and development as you grow your career. Member Advocates usually spend most 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. As a FEP 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.

Requirements

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

Nice To Haves

Experience in fast-paced contact center environment highly preferred
Proficient in keyboarding and ability to type

Responsibilities

Work in a structured and supportive call center environment
Participate in a phased new hire training program
Develop skills and knowledge for a successful career in the health insurance industry
Be an expert and master the role by exceeding productivity, customer service, and performance measurements
Be available to members when they need assistance
Spend most of each week taking calls with members
Dedicate specific time to learning and development, and research
Create a plan and take charge in situations where others feel lost
Deliver an exceptional member experience by taking ownership of members’ issues
Relieve members' stress while guiding them to a resolution
Answer members’ questions and solve their problems to help them get back to enjoying their lives as quickly and effortlessly as possible
Provide members with peace of mind that their current issue is resolved and that none are on the horizon