Federal Employee Program Service Representative - Remote Eligible

Federal Employee Program Member Advocate

Ready to help us transform healthcare? Bring your true colors to blue. Federal Employee Program Member Advocate remote work available full time. Compensation: starting at $20.51/hour ($40,000/year) with opportunities for continued salary growth as skills progress and annual raise/bonus based on performance. Blue Cross and Blue Shield of Massachusetts is the largest health care provider in the Commonwealth. The Federal Employee Program is Blue Cross Blue Shield of Massachusetts's largest single account. 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 Advocate, 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 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.

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 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. Join our team to enjoy: flexible 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; 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; and tuition reimbursement.

Required Qualifications

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.

Preferred Qualifications

Experience in fast-paced contact center environment highly preferred; proficient in keyboarding and ability to type.