Member Services Representative 1

Blue Cross Blue Shield of Wyoming•Cheyenne, WY

About The Position

The Member Services Representative (MSR) is part of the BCBSWY Member Services Team and provides service to members, providers, and the general public through a professional call center. The role responds to questions, researches issues, and connects people with appropriate resources. Representatives learn BCBSWY products and services, use multiple systems to respond to and research inquiries, handle calls that may involve emotional situations, and apply sound judgment about when to escalate issues. MSRs also represent BCBSWY as brand ambassadors in their local communities and geographical regions. New employees receive on-the-job training in systems, products, services, and customer service, along with day-to-day support from leadership. Member Service Centers use software-supported call answering, adjustable headsets, and data-entry tools, with scheduled breaks and meal times. Positions are based in Wyoming, with multiple locations available statewide. Limited in-office/work-from-home flexibility may be offered to eligible employees depending on the position and department; where offered, required in-office attendance applies. Jackson-based employees receive a monthly cost-of-living adjustment.

Requirements

Earned high school diploma or equivalent.
Dedication to customer service.
Ability to handle phone contact with people who may be experiencing emotional situations.
Comfort accessing and using multiple systems to respond to and research inquiries.
Sound judgment about when to escalate issues.

Nice To Haves

Prior experience accessing multiple database systems.

Responsibilities

Provide high-quality service to members, providers, and the general public through a professional call center.
Respond to questions, research issues, and connect people with resources.
Learn BCBSWY products and services.
Access and use multiple systems to respond to and research member and provider inquiries.
Handle phone contacts that may involve emotionally difficult situations.
Use sound judgment to determine when an issue should be escalated.
Represent BCBSWY as a brand ambassador in the local community or geographical region.

Benefits

Medical insurance at minimal to no cost for BCBSWY employees.
Dental insurance.
Vision insurance.
401(k).
Life insurance.
Paid time off (PTO).
10 paid holidays annually in addition to PTO.
Eight paid volunteer hours.
Wellness programs.
Annual merit increase eligibility.
Monthly incentives based on individual and company performance for eligible employees.
Monthly cost-of-living adjustment for Jackson-based employees.
Dress-for-your-day dress code.