Note: The job is a remote job and is open to candidates in USA. Blue Cross and Blue Shield of Minnesota is dedicated to transforming healthcare and is seeking a Remote Member Experience Advocate. The role focuses on delivering exceptional service to members and providers through effective communication, problem-solving, and support for various inquiries related to healthcare products and services.
Responsibilities
- 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
Skills
- 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 healthcare 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
- Prior insurance, call center or healthcare 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
Benefits
- Medical, dental, and vision insurance
- Life insurance
- 401k
- Paid Time Off (PTO)
- Volunteer Paid Time Off (VPTO)
- And more
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