Medicare Member Advocate

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 healthcare with an unparalleled consumer experience. As a Medicare Member Advocate, you will be at the heart of the consumer experience and a critical team member to support our mission.

As a Medicare 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.

Medicare Member Advocates work in a structured and supportive service center environment and are one of the most important positions  will be enrolled in a 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 the Medicare population.

This is a rapidly evolving, unscripted service center environment. No two members, problems, or resolution journeys are the same.

• As a Medicare Member Advocate, you’ll be available to our members when they need us most
• You’ll be scheduled for 37.5 hours/week.
• Medicare 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

Our Medicare 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!

• 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.

• 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.

• 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.
• Qualified candidates from the New England region- MA, CT, RI, NH, ME and VT only.

• This role requires frequent speaking, being on the phone with our Medicare Members, using a headset in a quiet environment, and long periods of sitting and working at a computer.
• Shifts are flex 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…