Member Advocate | Member Service Division | March 2025

Ready to help us transform healthcare? Bring your true colors to blue. 

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 f