Omni-Channel Member Advocate
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Job Description
Live Chat Member Service Advocate helping Blue Cross Blue Shield members resolve claims, benefits, and eligibility questions. Providing digital support through chat, email, and occasional outbound calls.
Responsibilities:
- Resolve member inquiries through live chat and email
- Occasionally make outbound phone calls to resolve complex member issues
- Support members with claims, benefits, eligibility, pharmacy, and related health insurance topics
- Take ownership of member issues and guide members to resolutions
- Meet productivity, customer service, and performance benchmarks
- Participate in new-hire training and ongoing professional development
- Conduct industry research, continuous learning, and information gathering
- Work in a fast-paced, structured, and supportive service center environment
- Support members through electronic communication channels
- Deliver an exceptional member experience
Requirements:
- High school diploma or equivalent
- 2 years of experience in customer service
- At least 6+ months of experience frequently communicating with customers by phone, chat, email, and/or in person, with communication comprising at least 60% of work time
- Proficient in keyboarding/typing speed and accuracy
- Strong working knowledge of computer software applications and operating systems
- Ability to learn quickly and navigate multiple systems simultaneously
- Strong written and oral communication skills
- Business writing, grammar, and plain-language knowledge
- Ability to perform complex problem-solving and multitask
- Digital agility and comfort navigating multiple computer systems and software platforms simultaneously
- High school degree or equivalent required
- Bachelor’s degree in English, Communications, or related field preferred
- Experience in a fast-paced contact center environment preferred
- Experience in the health care or insurance industry preferred
Benefits:
- Flexible remote working solutions
- Recognition and rewards for high performance and continuous improvement
- Internal career pathing with individual mentorship, networking, and corporate events
- Participation in Employee Resource Groups (ERGs)
- Best-in-class health, wellness, and 401(k) retirement benefits
- Paid holidays, vacation, personal, and wellness time
- Paid volunteer and community service opportunities
- Tuition reimbursement program
- Paid time off
- Medical, dental, and vision insurance
- Suite of well-being benefits
- Variable pay eligibility
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