[Hiring] Omni-Channel Member Advocate @Blue Cross Blue Shield of Massachusetts

Role Description

Ready to help us transform healthcare? Bring your true colors to blue. 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 health care with an unparalleled consumer experience. As a Live Chat Member Service Advocate, you will be at the heart of the consumer’s digital service experience and a critical team member to support our mission.

Upon completion of your application, you will receive an assessment from our vendor, Criteria Corp. Please complete this within 72 hours of receipt to ensure your application remains active in our review process.

What you’ll do:

• Work in a fast-paced service center environment that is structured and supportive.
• Resolve member inquiries through electronic communication channels—live chat and email.
• Support our members and meet their needs where they are.
• Master healthcare service delivery and build deep subject-matter expertise.
• Consistently exceed productivity, customer service, and performance benchmarks.

Member Advocacy:

• Available to our members when they need us most.

Standard Schedule:

• 37.5 hours/week, starting with one of the following 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
• 1:00 PM – 9:00 PM ET

Omni-Channel Support:

• Spend the majority of time chatting with members through digital channels.
• Occasionally make outbound phone calls to fully resolve complex member issues.

Continuous Growth:

• Dedicating time for your continued learning, professional development, training, and industry research.

Career Progression:

• Opportunities to grow your career within our organization.

What you’ll learn:

• Enrolled in a comprehensive and phased new-hire training program.
• Develop skills and knowledge for a successful career.
• Support members with a wide variety of topics ranging from claims, benefits, eligibility, pharmacy, and more.

Qualifications

• Exceptional Communication & Empathy
• Strong written and oral communicators who can translate complicated health insurance concepts into simple, easily understood terms.
• Well-versed in business writing, grammar, and plain-language principles.
• Empathetic advocates who convey warmth and emotion through the written word.
• Personable and professional demeanor.
• Analytical Problem Solving
• Multi-taskers and planners who excel at complex problem-solving.
• Proactive, solution-oriented decision-makers.
• Analytical and critical thinkers who anticipate and address future member needs.
• Empowered by resolving issues and giving members peace of mind.
• Adaptability & Drive
• Digitally agile and comfortable navigating multiple computer systems and software platforms.
• Able to thrive in a fast-paced environment that is rapidly growing and evolving.
• Curious and committed to continuous learning, research, and information gathering.
• Committed to answering members’ questions and solving their problems.

Requirements

• High school diploma or equivalent.
• 2 years of experience in customer service, with at least 6+ months of experience frequently communicating (minimum 60% of the time) with customers by phone, chat, email, and/or in person.
• Proficient in keyboarding/typing speed and accuracy.
• Technologically savvy with strong working knowledge of computer software applications and operating systems.
• Ability to learn quickly and navigate multiple systems simultaneously.

Benefits

• Flexible remote working solutions.
• Recognition and rewards for high performance and continuous improvement.
• Internal career pathing with individual mentorship, networking, and corporate events.
• Participation in Employee Resource Groups (ERGs) to connect with colleagues of shared backgrounds or interests.
• Best-in-class health, wellness, and 401(k) retirement benefits.
• Paid holidays, vacation, personal, and wellness time.
• Paid volunteer and community service opportunities.
• Tuition reimbursement program.