About Blue Cross

Blue Cross and Blue Shield of Minnesota is one of the most recognized and trusted health care brands in the world with 2.5 million members. We’re committed to reinventing health care to improve health for our members and the community. We hope you'll join us.

NOW HIRING FOR A SEPTEMBER 16TH START DATE!

You must live in the state of Minnesota to be eligible for this role.

We are now hiring approximately 20 Member Experience Advocates to support a variety of business lines within our call center! This is a fully remote position!

How Is This Role Important to Our Work?

The Member Experience Advocate is responsible for delivering the best possible service experience for each member interaction through handling inbound calls and inquiries and assisting our customers in providing product information, benefits, claims resolutions, eligibility, and billing questions.

We provide paid training to set you up for success in this role! Training begins 09/16/2024. Schedule during training: Monday – Friday from 8:30 – 5:00 PM, Schedule after training: Rotating 8.5-hour shifts between the hours of 7:00am – 8:00pm CST, Monday-Friday.

Who will love this job:

• You like making things easier for members, customers, and colleagues. If there’s a roadblock, you want to smooth it away.

• You are energized by interacting with and helping people. You know that everyone has trouble sometimes and seek to empower and educate our members.

• You love learning about new ways of doing things. There’s always a better way.

• You’re a positive person and know how to look on the bright side.

• You thrive in a structured, fast-paced environment where you can showcase your multitasking skills.

• You bring solutions to the table not just problems. (But you aren’t afraid to point out where we’re going wrong).

• You’re comfortable with a little chaos and uncertainty.

This position will be full-time remote, work from home position. You are required to have an Internet Service Provider (ISP) that has a high-speed internet land-based connection. To ensure stable performance, the connection must be hard-wired from the router to the company provided equipment.

The rate of pay in this role will be $23/hour.

A Day in the Life:

• Talent for and a desire to help members by engaging and interacting with a wide range of people including leadership, support staff and internal and external partners.

• Skillfully engage with members and customers to identify issues and apply customized solutions to meet their personal and technology needs.

• Resolving member issues - determining what went wrong, asking questions and determining the appropriate actions.

• Ability to multitask and navigate through many applications while providing a seamless experience to our callers.

• Advocating for members by providing compassionate and proactive support.

• Managing relationships with both satisfied and dissatisfied members.

• Ability to maintain a strict standard of confidentiality to ensure that members protected health information is secure.

• Capability to work remote and dedicate 90% of work schedule to interacting with members via the phone or other technology.

• Demonstrates commitment to our values, practices, policies, and procedures.

• Ensuring an optimum member experience by helping members achieve the best possible health outcomes which will increase member retention and grow brand awareness.

• Capability to perform additional accountabilities including but not limited to working written or email correspondence and assisting others.

Required Skills & Experiences:

• 1+ years of related experience. All relevant experience including work, education, transferable skills, and military experience will be considered.

• Self-driven with the ability to work independently by taking personal accountability for their performance and actions.

• Demonstrated resiliency, empathy, and ability to encourage and empower members to take actions to improve their health outcomes.

• Ability to be empathetic, compassionate and demonstrate patience.

• Strong communication and listening skills.

• Ability to adapt to ever changing health care requirements and processes.

• Ability to educate and provide creative solutions that empower members to make healthcare decisions that drive improved health outcomes.

• Ability to remain calm in challenging situations.

• Ability to work a weekly schedule that is shifted to enable the organization to meet member and business needs.

• Advanced ability to navigate between numerous systems, screens, websites, and workflows to effectively provide personalized solutions for our members.

• Computer literacy and typing skills (Ability to learn new process, technology, etc.)

• Ability to solve problems logically and critically

• Demonstrated effective time management and organizational skills

Nice to Have:

• Prior insurance, call center or health care experience

• Prior experience interacting with consumers

• Associate degree

• Microsoft Office (Outlook, Word, Teams, OneNote, Excel, etc.)

• 2 years of relevant customer service or call center experience.

Role Designation:

Role designation definition: Teleworking is working full time remote. Hybrid is a combination of working onsite and remotely. Onsite is full-time onsite.

Make a difference

Blue Cross is an Equal Opportunity and Affirmative Action employer that values diversity. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on race, color, creed, religion, sex, national origin, genetic information, marital status, status with regard to public assistance, disability, age, veteran status, sexual orientation, gender identity, gender expression, or any other legally protected characteristic.

Reasonable Accommodation for Job Seekers with a Disability: If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to talent.acquisition@bluecrossmn.com.

All roles require a high school diploma (or equivalency) and legal authorization to work in the U.S.

Blue Cross® and Blue Shield® of Minnesota and Blue Plus® are nonprofit independent licensees of the Blue Cross and Blue Shield Association.