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 Representative, you will be at the heart of the consumer experience and a critical team member to support our mission.
Schedule: 8:30am – 4:30pm EST, including during training.
Compensation:
- Starting at $20.51/hour ($40,000/year) during training
- Upon successful completion of training, you will be eligible for a salary increase as outlined in our Provider Service progression model
- You will also be eligible for increases after completion of specified milestones as outlined in Provider Service progression model
- We offer annual raise/bonus based on your performance and the performance of the company!
What you’ll do
As a Provider Service Representative, you will resolve telephone and written Provider claims-related service inquiries. The Provider Services Representative responds to our Provider’s benefit-related issues and questions, including but not limited to corporate policies and guidelines, timely filing, account receivables, claims processing, etc. You’ll be able to represent the Provider Services team in a positive and professional manner through appropriate telephone techniques and written responses.
Provider Service Representatives work in a structured and supportive service center environment and are one of the most important positions at BCBSMA. You will be enrolled in a phased new hire training program to teach you everything you need to know about the health insurance industry. We will help you develop the skills and knowledge for a successful career with impact to millions of Americans.
This is a fast-paced, unscripted service center environment. No two problems, or resolution journeys are the same.
- You’ll be scheduled for 37.5 hours/week; the shift begins at 8:30am EST and ends at 4:30pm EST.
- Provider Service Representatives usually spend most of each week taking calls with providers, with specific time dedicated to learning and development, and research in support of career growth and development.
- We offer supportive remote-working opportunities
What you bring:
Our Provider Service Representatives are the kind of people who create a plan and take charge in situations where others feel lost. We believe it’s important to ask for your input on anything from provider solutions to workspace design!
We’re looking for people who are:
- Committed to answering Provider’s questions and solving their inquiries
- Curious, committed to learning and gathering information
- Effective communicators and able to translate complicated concepts into simple terms
- Proactive, solution-oriented decision makers
- Planners, 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
What you’ll gain:
- Best in class health, wellness, tuition reimbursement, and 401(k) retirement benefits among many others!
- Paid holidays, vacation, personal, and wellness time
- Internal career pathing with individual mentorship, networking and events.
- The ability to Drive Your Career, with access to internal career growth opportunities
- All our associates are invited to join and participate in Employee Resource Groups. Our ERGs are spaces for employees with shared backgrounds or the desire to learn more about their colleagues.
Required Qualifications:
- High school diploma or equivalent required
- 1+ years customer service experience where you are frequently communicating (minimum 60% of time) with customers by phone, email, and/or in person
- Strong familiarity and comfort with technology, including Microsoft Office applications, and an ability to quickly learn and adapt to new tools and software.
- Experience in fast-paced, unscripted service-first environments highly preferred
Physical Requirements & Work Environment
- This role requires frequent speaking, being on the phone with our Providers, using a headset in an environment free from distractions, and long periods of sitting and working at a computer.
- Shifts are fixed within our hours of operation with scheduled lunches and breaks.
- In this role, you will be responsible for establishing an appropriate physical work environment that is ergonomically comfortable and suited to the specific work being conducted, which includes ensuring that the environment is free from conditions likely to cause interruption or that would distract an associate from performing their job.
- All associates working remotely will be required to adhere to BCBSMA’s Hybrid Working Guidelines, including video participation in trainings and meetings
Blue Cross Blue Shield of Massachusetts is an Equal Employment Employer – veterans/disability. 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.
