Federal Employee Program Service Representative

October 22, 2024

Industry: Private

Employment Type:- Full Time

Work Hours:- 8 Hours

Locations:- USA

Full Job Description:-

Blue Cross and Blue Shield of Massachusetts is the largest health care provider in the Commonwealth. 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 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

Service Representatives work in a structured and supportive call 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 to make a positive impact to Federal Employees.
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 call center employee, you?ll be available to our members when they need us most
Our call center is open Monday, Tuesday, Wednesday, and Friday, 8:30am ? 4:30pm EST and Thursdays 8:30-5:30
We offer flexible, remote working opportunities as well as additional training and development as you grow your career
Service Representatives usually spend a majority of each week taking calls with members, with specific time dedicated to learning, development, and research.
The more you learn, the more you?ll have opportunities to grow your career

What you bring

Our Service representatives 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 service representative, you are the voice 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:

Flexible 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
One year experience frequently communicating (minimum 60% of time) with customers by phone, email, and/or in person
Technology savvy with strong working knowledge of computer software applications and operating systems with the ability to learn quickly and navigate through multiple systems simultaneously

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Preferred Qualifications

Experience in fast-paced contact center environment highly preferred
Proficient in keyboarding and ability to type

Minimum Education Requirements:

High school degree or equivalent required unless otherwise noted above