Customer Service Representative | Provider Service Division | March 2024 ID-10213

November 23, 2024

Job Description :

Ready to help us transform healthcare? Bring your true colors to blue.

Provider Service Customer Service Representative

Remote work available

Full Time

$20.51 / hour ($40,000 / year)

Compensation:

Starting at $20.51/hour ($40,000/year) during 15-week training

Increase to $41,500/year after training complete

Opportunities for continued salary growth as skills progress

Annual raise/bonus based on performance

Other Jobs You May Be Interested In

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:

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, 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.

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

DISCLAIMER