Customer Service Representative | Provider Service Division | October 2023

Ready to help us transform healthcare? Bring your true colors to blue.
Provider Service Customer Service Representative
$1,000 Sign-on Bonus! *
Remote work available
Full Time
$20.00 / hour ($39,000 / year)

Compensation:
Starting at $20.00/hour ($39,000/year) during 16-week training
Increase to $40,500/year after training complete
Opportunities for continued salary growth as skills progress
Annual raise/bonus based on performance

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 Provider Service Advocate, you will be at the heart of the consumer experience and a critical team member to support our mission

BCBSMA is seeking a new Customer Service Representative (Provider Service) for our elite Provider Services Division!

The Provider Services Representative (Customer Service) will resolve telephone and written provider claims-related service inquiries. The Provider Services Representative (Customer Service) will be responding to our provider’s benefit-related issues and questions, responding to questions on corporate policies and guidelines, timely filing, account receivables, claims processing, etc. The Provider Services Representative (Customer Service) will represent Provider Services in a positive and professional manner through appropriate telephone techniques and written responses.

What will you do
As a call center employee, you’ll be available to our provider when they need us most –
Our call center is open Monday-Friday, 8:30am – 4:30 pm EST
You’ll be scheduled for 37.5 hours/work week
We offer flexible, remote working opportunities as well as additional training and development as you grow your career
Provider Service Representatives usually spend most of each week taking calls with provider, with specific time dedicated to learning and development, and research
The more you learn, the more you’ll have opportunities to grow your career
Proactive, solution-oriented decision makers
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 understand our providers’ needs and respond with guidance
Contribute to the achievement of divisional and corporate goals including MTM
Comply with corporate, division, and team policies and guidelines
Educate providers on electronic technology and track trends for process improvements

What we need:
Strong verbal and written communication skills
Quality and service-oriented demeanor
Effective listening and organizational skills
Demonstrate sound decision-making
Self-motivation, initiative, ability to handle multiple priorities and meet strict deadlines
Proficient computer skills (E.g., Microsoft Word, email management, Internet use, etc.)
Strong navigational skills with multiple systems and current knowledge of technology
Personal commitment to high quality performance through integrity, accountability, compassion, and teamwork
Ability to provide customer service designed to meet the customer’s needs, showing empathy and the ability to apply

As a Provider Service Representative, you are the face of our company, and at BCBSMA we believe it’s important to ask for your input on anything from provider 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:

• $1,000 Sign-On Bonus ! (The sign on bonus will be paid in 4 installments of $250 after 3, 6, 9, and 12 months of employment. Associates must remain employed with the company to receive each installment payment.)

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
1 year customer service experience in insurance or financial services
6+ months 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
Preferred Qualifications
Experience in fast-paced contact center environment highly preferred
Proficient in keyboarding and ability to type
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.

EDUCATION/RELEVANT EXPERIENCE:
High school diploma or equivalent
BS/BA degree preferred or equivalent work experience
2-3 years customer service experience

If interested, you can expect an email within one day of application to begin the hiring process by taking an online assessment in the comfort of your home. If you think you have what it takes, take the plunge and apply today!

Minimum Education Requirements:
High school degree or equivalent required unless otherwise noted above

Location Hingham Time Type Full time

Hourly Rate: $20.00

The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs and affordability.

This job is also eligible for variable pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and a suite of well-being benefits to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

WHY Blue Cross Blue Shield of MA?
We understand that the confidence gap and imposter syndrome can prevent amazing candidates coming our way, so please don’t hesitate to apply. We’d love to hear from you. You might be just what we need for this role or possibly another one at Blue Cross Blue Shield of MA. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be brilliant. We encourage you to bring us your true colors, , your perspectives, and your experiences. It’s in our differences that we will remain relentless in our pursuit to transform healthcare for ALL.

As an employer, we are committed to investing in your development and providing the necessary resources to enable your success. Learn how we are dedicated to creating an inclusive and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path by visiting our Company Culture page. If this sounds like something you’d like to be a part of, we’d love to hear from you. You can also join our Talent Community to stay “in the know” on all things Blue.

At Blue Cross Blue Shield of Massachusetts, we believe in wellness and that work/life balance is a key part of associate wellbeing. We provide a flexible hybrid work model in which roles are designated as resident (on site 4-5 days/week), mobile (on site 1-3 days/week), or eworker (on site 0-3 days/month).