Blue Cross Blue Shield of Massachusetts Member Service Representative - Medicare Markets (June 2018) in Hingham, Massachusetts

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As the primary contact for our customers, the Member Service Representative - Medicare Markets is one of the most important positions at Blue Cross Blue Shield of Massachusetts. Our ability to provide outstanding service to our members continues to be a top goal for every associate at Blue Cross Blue Shield of Massachusetts.

Member Service Representatives - Medicare Markets work in a structured inbound call center environment. Successful candidates must be able to attend a seven-week classroom training program. This training is held Monday through Friday and is onsite in our Hingham office. Potential shifts are Monday through Friday 8 am to 6 pm.

An 18 month commitment is required for this position before applying internally for other positions.

Responsibilities:

  • Act as the primary resource supporting member education and engagement efforts by contacting members and their representatives to inform and educate them about their health care benefits

  • Create positive, meaningful customer interactions by fostering partnerships with members throughout their health care experience via inbound and outbound calls

  • Deliver world class service that is personalized in an effort to increase the percentage of very satisfied members and first call resolution as well as support the Medicare 5 STAR Program

  • Comply with CMS and DOI contract requirements; keeping well informed of pertinent changes to regulations

  • Act as a resource and liaison for multiple partners to assist members with obtaining assistance for overall resolution

  • Utilize the BCBSMA computer system to look up and record information regarding a customer's account

  • Advise customers regarding policy and benefit information for their health plan

  • Trend and share best practices by identifying process improvements and initiatives as well as contributing to solutions

  • Actively listen to customers and respond appropriately to their inquiries

  • Investigate and resolve member inquiries through correspondence and computer research

  • Contribute to a team effort to meet or exceed service, production and quality goals

  • Identify errors and implement solutions with team members and leaders

  • Meet and exceed daily, weekly and monthly performance goals

  • Qualifications:

  • Provide a high level of service to both external and internal customers

  • Creative problem solving techniques

  • Desire to create a caring atmosphere for customers

  • Flexibility and willingness to change as business needs change within the division

  • Take ownership of work

  • See opportunity in the unexpected

  • The Centers for Medicare and Medicaid Services (CMS) ranks Medicare Health Plans on a 5 Star rating scale. Medicare Markets is proud to have earned an overall 5 Star Rating, and a 5 Star Customer Service rating for 4 straight years.

Experience and Education:

  • High school diploma or equivalent

  • College degree or comparable experience preferred

  • 2 plus years of successful work experience in a customer focused environment, direct customer contact via phone preferred

  • Prior experience assisting members and/or providers with telephone inquiries

  • Basic knowledge of personal computer operations and software packages

  • Experience in a Windows environment preferred

  • Excellent organizational, problem solving, communication and interpersonal skills

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*This position has been identified as essential to the operations of the company in the event of a building closure due to weather, emergency, or disaster. Holding an essential position, you may be expected to bring a company issued laptop home and work from home or other remote location in the event of a building closure, emergency, or disaster.

LocationHinghamTime TypeFull time

Voted as the highest in member satisfaction among Massachusetts commercial health plans by JD Power, Blue Cross Blue Shield of Massachusetts is a community-focused, tax-paying, not-for-profit health plan headquartered in Boston. We have been a market leader for over 75 years, and are consistently ranked among the nation's best health plans. Our daily efforts are dedicated to effectively serving our 2.8 million members, and consistently offering security, stability, and peace of mind to both our members and associates.

Our Commitment to You

We are committed to investing in your development and providing the necessary resources to enable your success. We are dedicated to creating a refreshing and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path. We take pride in our diverse, community-centric, wellness-focused culture and believe every member of our team deserves to enjoy a positive work-life balance.

Blue Cross Blue Shield of Massachusetts is an Equal Employment / Affirmative Action Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or expression, or any other characteristics protected by law.

Blue Cross Blue Shield of Massachusetts will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Blue Cross Blue Shield of Massachusetts's legal duty to furnish information.