Remote Member Experience Advocate

Blue Cross Blue Shield of Minnesota•Eagan, MN

22h•Remote

About The Position

As Member Experience Advocate, you will be responsible for delivering a compassionate and seamless experience by assisting members/providers with detailed inquiries related to benefits, eligibility, and claims. This role focuses on clear communication, active listening, and problem-solving to make processes easy for member/providers while ensuring accuracy and confidentiality. Advocates serve as trusted resources, helping members/providers navigate their health options and supporting positive outcomes through proactive engagement.

Requirements

1+ years of related work experience
High school diploma (or equivalent)
Ability to work a weekly schedule that is shifted to enable the organization to meet member and business needs.
Must reside in Minnesota to be eligible for this position.
High-speed, land-based internet service is required
Internet connection must be hard-wired from your router to company-provided equipment

Nice To Haves

Ability to communicate clearly with varied internal contacts, actively listen to clarify needs, and ensure accurate and timely information exchange.
Ability to recognize patterns in recurring issues, gather relevant information, and collaborate with others to implement practical solutions.
Ability to organize and prioritize tasks across assignments, manage time effectively, and adjust to shifting workloads while maintaining accuracy.
Healthcare or related industry experience.
Customer service and call center experience.
Ability to work in a cross functional environment with both internal and external stakeholders.
Demonstrated resiliency, empathy, and ability to encourage and empower members to take actions to improve their health outcomes.
Demonstrated ability in making timely service oriented decisions that align with corporate procedures and protocol.
Ability to interpret and communicate analytical information to both individuals and clients in a clear and concise manner within and outside the organization.
Demonstrated skills in conflict resolution.

Responsibilities

Handle incoming calls in a fast-paced call center environment, with occasional outbound calls and offline follow-up tasks such as provider outreach and research
Maintain composure and positivity while de-escalating challenging situations and managing relationships with both satisfied and dissatisfied members.
Apply standard operating procedures (SOP) while identifying and recommending process improvements for a better member experience.
Demonstrate commitment to organizational values, practices, policies, and procedures in all interactions.
Develop proficiency across multiple lines of business to provide flexible support and ensure continuity of service.
Adapt to evolving business needs by acquiring cross-functional knowledge and assisting in other operational areas.
Performs additional responsibilities consistent with the scope and level of the role, as assigned.