Omni-Channel Member Advocate | February 2027 - Remote

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 health care with an unparalleled consumer experience. As a Live Chat Member Service Advocate, you will be at the heart of the consumer’s digital service experience and a critical team member to support our mission.

You’ll work in a fast-paced service center environment that is structured and supportive.  You’ll be responsible for supporting our members and meeting their needs where they are. Your primary function will be to resolve member inquiries through electronic communication channels—live chat and email. 

No two members, problems, or resolutions are the same. We are seeking a driven professional eager to master healthcare service delivery, build deep subject-matter expertise, and consistently exceed productivity, customer service, and performance benchmarks.

• →Member Advocacy: As a service center employee, you’ll be available to our members when they need us most.
• →Standard Schedule: You’ll be scheduled for 37.5 hours/week, starting with one of the following shifts:
  • →10:00 AM – 6:00 PM ET
  • →10:30 AM - 6:30 PM ET
  • →11:00 AM – 7:00 PM ET
  • →12:00 PM – 8:00 PM ET
  • →1:00 PM – 9:00 PM ET
• →Omni-Channel Support: Live Chat Member Service Advocates spend the majority of their time chatting with members through digital channels but will occasionally be required to make outbound phone calls to fully resolve complex member issues.
• →Continuous Growth: In addition to your daily duties, we dedicate time for your continued learning, professional development, training, and industry research.
• →Career Progression: The more you learn, the more opportunities you’ll have to grow your career within our organization.

You’ll be enrolled in a comprehensive and phased new-hire training program to learn all you need to know about the health insurance industry. We will help you develop the skills and knowledge for a successful career.  Our Live Chat Member Service Advocates support our members with a wide variety of topics ranging from claims, benefits, eligibility, pharmacy, and more. 

We are looking for candidates who are capable of creating a plan and taking charge in situations where others feel lost. The Live Chat Member Service Advocate takes ownership of member issues and relieves members’ stress while guiding them to a resolution—ultimately delivering an exceptional member experience.

We’re looking for people who demonstrate:

• Strong written and oral communicators who can translate complicated health insurance concepts into simple, easily understood terms.
• Well-versed in business writing, grammar, and plain-language principles.
• Empathetic advocates who know how to convey warmth and emotion through the written word, responding to our members with genuine compassion.
• Personable and professional demeanor.

• Multi-taskers and planners who excel at complex problem-solving.
• Proactive, solution-oriented decision-makers who take ownership of the customer journey.
• Analytical and critical thinkers who are able to anticipate and address future member needs.
• Empowered by resolving issues and giving our members peace of mind.

• Digitally agile and comfortable navigating multiple computer systems and software platforms simultaneously.
• Able to thrive in a fast-paced environment that is rapidly growing and evolving.
• Curious and committed to continuous learning, research, and information gathering.
• Committed to answering members’ questions and solving their problems to help them get back to enjoying their lives as quickly and effortlessly as possible.

As a Live Chat Member Service Advocate, you are the face of our company, and at Blue Cross we value your input on everything from member 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 continuous improvement
• Internal career pathing with individual mentorship, networking, and corporate events
• Participation in Employee Resource Groups (ERGs) to connect with colleagues of shared backgrounds or interests—all are welcome
• 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

• High school diploma or equivalent
• 2 years of experience in customer service, with at least 6+ months of experience frequently communicating (minimum 60% of the time) with customers by phone, chat, email, and/or in person
• Proficient in keyboarding/typing speed and accuracy
• Technologically savvy with strong working knowledge of computer software applications and operating systems
• Ability to learn quickly and navigate multiple systems simultaneously

• Bachelor’s degree in English, Communications, or related field
• Experience working in a fast-paced contact center environment
• Experience in the health care or insurance industry

This role is eligible for our Resident, Mobile, and eWorker personas.

High school degree or equivalent required unless otherwise noted above

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.

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. For more information on how we work and support that work/life balance visit our "How We Work" Page.