Member Advocate | Member Service Division | May 2025

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

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 9:30am-5:30pm EST. Please note, over time earlier shifts may become available.

Compensation:

• Starting at $20.51/hour ($40,000/year) during training

• Upon successful completion of training, you will be eligible for a salary increase as outlined in our Member Service progression model
• You will also be eligible for increases after completion of specified milestones as outlined in Member Service progression model
• We offer annual raise/bonus based on performance!

What you'll do

As a Member Advocate, you'll hold one of the most important positions at Blue Cross Blue Shield of MA. You'll be the attentive ear and friendly voice that guide members to the answers they need, and explain their medical and dental packages. You'll reinforce our unwavering commitment to excellent service.

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, unscripted service center environment. No two members, problems, or resolution journeys are the same.

• As a Member Advocate, 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 9:30am-5:30pm EST. Over time, earlier shifts may become available.
• Member Advocates usually spend the majority of each week taking calls with members, with specific time dedicated to learning and development, and research in support of career growth and development.
• We offer supportive remote-working opportunities
• This role is elgibile for the following personas: Resident, Mobile, eWorker.

What you bring:

Our Member Advocates are the kind of people who create a plan and take charge in situations where others feel lost. If you excel at figuring out logic puzzles and logistics challenges outside of work, then we bet you have the right stuff!

We're looking for people who are:

• 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.
• 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.
• 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.

What you'll gain:

• Best in class health, wellness, tuition reimbursement, and 401(k) retirement benefits among many others!
• Paid holidays, vacation, personal, and wellness time.
• Internal career pathing with individual mentorship, networking and events.
• The ability to Drive Your Career, with access to internal career growth opportunities.
• All our associates are invited to join and participate in Employee Resource Groups. Our ERGs are spaces for employees with shared backgrounds or the desire to learn more about their colleagues.

Required Qualifications:

• High school diploma or equivalent required.
• 1 years customer service experience where you are frequently communicating (minimum 60% of time) with customers by phone, email, and/or in person.
• Strong familiarity and comfort with technology, including Microsoft Office applications, and an ability to quickly learn and adapt to new tools and software.

Physical Requirements & Work Environment

• This role requires frequent speaking, being on the phone with our members, using a headset in an environment free from distractions, and long periods of sitting and working at a computer.
• Shifts are fixed within our hours of operation with scheduled lunches and breaks.
• In this role, you will be responsible for establishing an appropriate physical work environment that is ergonomically comfortable and suited to the specific work being conducted, which includes ensuring that the environment is free from conditions likely to cause interruption or that would distract an associate from performing their job.
• All associates working remotely will be required to adhere to BCBSMA's Hybrid Working Guidelines.

Preferred Qualifications

• Experience in fast-paced, unscripted service-first environments highly preferred
• Bilingual capability highly desired

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.