Member Advocate | Member Service Division | March 2025

SCHEDULE:

For the duration of training (approximately 10-12 weeks) your schedule will be 9am-5pm EST. After training is completed, the schedule will shift to 10:30am-6:30pm EST.

Member Advocate
Remote work available
Full Time

• Compensation:

• Starting at $20.51/hour ($40,000/year) during training
• Eligible for increase after completion of specified milestones as outlined in Member Service progression model
• Opportunities for continued salary growth as skills progress
• Annual raise/bonus based on performance

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 Representative, you will be at the heart of the consumer experience and a critical team member to support our mission.

What you'll do

Member Advocates work in a structured and supportive service 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 with impact to millions of Americans.

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 service center employee, you'll be available to our members when they need us most
• You'll be scheduled for 37.5 hours/week. For the duration of training (approximately 10-12 weeks) your schedule will be 9am-5pm EST. After training is completed, the schedule will shift to 10:00am-6:00pm EST.
• We offer remote working opportunities as well as additional training and development as you grow your career
• Member Service Representatives usually spend the majority 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

What you bring

Our Member Advocates are the kind of people who create a plan and take charge in situations where others feel lost. They deliver an exceptional member experience by taking ownership of members' issues, relieving their stress while guiding them to a resolution.

We're looking for people who are:

• Proactive, solution-oriented decision makers

• Planners, multi-taskers, and expert problem solvers
• Analytical and critical thinkers - able to anticipate and address future needs
• Able to multitask and thrive in a fast-paced, high-pressure environment
• Curious, committed to learning and gathering information
• Effective communicators and able to translate complicated concepts into simple terms
• Emotionally intelligent and able to empathize and understand our members' needs and respond with compassion and guidance
• Committed to answering members' questions and solving their problems to help them get back to enjoying their lives as quickly and effortlessly as possible
• Empowered to provide members with peace of mind that their current issue is resolved and that none are on the horizon

What we bring

As a 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.

Join our team to enjoy:

• 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. All are welcome at our ERGs!
• 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

Required Qualifications:

• High school diploma or equivalent required
• 1 year customer service experience (insurance or financial services industries preferred)
• 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

Preferred Qualifications

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

Blue Cross Blue Shield of Massachusetts is an Equal Employment / Affirmative Action Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or expression, or any other characteristics protected by law.

Blue Cross Blue Shield of Massachusetts will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Blue Cross Blue Shield of Massachusetts's legal duty to furnish information.

High school degree or equivalent required unless otherwise noted above

The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs and affordability.

This job is also eligible for variable pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and a suite of well-being benefits to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.

WHY Blue Cross Blue Shield of MA?

We understand that theconfidence gapandimposter syndromecan prevent amazing candidates coming our way, so please don't hesitate to apply. We'd love to hear from you. You might be just what we need for this role or possibly another one at Blue Cross Blue Shield of MA. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be brilliant. We encourage you to bring us your true colors, , your perspectives, and your experiences. It's in our differences that we will remain relentless in our pursuit to transform healthcare for ALL.

As an employer, we are committed to investing in your development and providing the necessary resources to enable your success. Learn how we are dedicated to creating an inclusive and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path by visiting ourCompany Culturepage. If this sounds like something you'd like to be a part of, we'd love to hear from you. You can also join ourTalent Communityto stay "in the know" on all things Blue.

At Blue Cross Blue Shield of Massachusetts, we believe in wellness and that work/life balance is a key part of associate wellbeing. For more information on how we work and support that work/life balance visit our "How We Work" Page.