Omni-Channel Member Advocate | February 2027 - Remote

Blue Cross Blue Shield of Massachusetts•Hingham, MA

4d•$24 - $30•Remote

About The Position

Blue Cross Blue Shield of Massachusetts is hiring an Omni-Channel Member Advocate to support its members and deliver a high-quality digital service experience. The role works in a structured, fast-paced service center and primarily resolves member inquiries through live chat and email. Advocates may also make outbound phone calls when needed to resolve complex issues. Topics include claims, benefits, eligibility, pharmacy, and other health insurance matters. The role requires taking ownership of member issues, helping reduce member stress, and guiding members to resolutions while meeting productivity, customer service, and performance benchmarks. New hires complete a comprehensive, phased training program covering the health insurance industry. The company also provides time for continued learning, professional development, training, and industry research, with opportunities for internal career growth. The position is scheduled for 37.5 hours per week, with one of the listed shifts: 10:00 AM–6:00 PM ET, 10:30 AM–6:30 PM ET, 11:00 AM–7:00 PM ET, 12:00 PM–8:00 PM ET, or 1:00 PM–9:00 PM ET. The posting identifies Hingham as the location and states that the role is eligible for Resident, Mobile, and eWorker personas. Applicants must complete a Criteria Corp assessment within 72 hours of receiving it to keep their application active.

Requirements

High school diploma or equivalent.
At least 2 years of customer service experience, including at least 6 months frequently communicating with customers (at least 60% of the time) by phone, chat, email, and/or in person.
Proficient keyboarding/typing speed and accuracy.
Strong working knowledge of computer software applications and operating systems.
Ability to learn quickly and navigate multiple systems simultaneously.
Strong written and oral communication skills, including the ability to explain complex health insurance concepts in clear, simple terms.
Knowledge of business writing, grammar, and plain-language principles.
Empathy, compassion, and a personable, professional demeanor.
Analytical and critical-thinking skills, complex problem-solving ability, and a proactive, solution-oriented approach.
Ability to multitask and plan, adapt to a fast-paced and evolving environment, and commit to continuous learning and research.

Nice To Haves

Bachelor’s degree in English, Communications, or a related field.
Experience working in a fast-paced contact center environment.
Experience in the health care or insurance industry.

Responsibilities

Resolve member inquiries primarily through live chat and email.
Make outbound phone calls as needed to resolve complex member issues.
Support members on topics including claims, benefits, eligibility, and pharmacy.
Take ownership of member issues and guide members toward resolution.
Meet productivity, customer service, and performance benchmarks.
Participate in new-hire training, continued learning, professional development, and industry research.

Benefits

Flexible remote working solutions.
Recognition and rewards for high performance and continuous improvement.
Internal career pathing, individual mentorship, networking, and corporate events.
Participation in Employee Resource Groups.
Health, dental, and vision insurance.
401(k) retirement benefits.
Paid holidays, vacation, personal time, and wellness time.
Paid volunteer and community service opportunities.
Tuition reimbursement.
Variable pay eligibility.
A suite of well-being benefits.