Service Representative - Provider Services

About the position

Ready to help us transform healthcare? Bring your true colors to blue. 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. 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. Voted as the highest in member satisfaction among Massachusetts commercial health plans by JD Power, Blue Cross Blue Shield of Massachusetts is a community-focused, tax-paying, not-for-profit health plan headquartered in Boston. We have been a market leader for over 75 years, and are consistently ranked among the nation's best health plans. Our daily efforts are dedicated to effectively serving our 2.8 million members, and consistently offering security, stability, and peace of mind to both our members and associates. Our Commitment to You We are committed to investing in your development and providing the necessary resources to enable your success. We are dedicated to creating a refreshing and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path. We take pride in our diverse, community-centric, wellness-focused culture and believe every member of our team deserves to enjoy a positive work-life balance. 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.

Responsibilities

• resolve telephone and written Provider claims-related service inquiries
• 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.
• represent the Provider Services team in a positive and professional manner through appropriate telephone techniques and written responses

Requirements

• 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

Nice-to-haves

• Experience in fast-paced, unscripted service-first environments highly preferred

Benefits

• 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.