Temporary Associate Inbound Concierge Agent (11/16 Class)

Blue Cross & Blue Shield of Rhode Island; Newport (RI); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Remote and hybrid options

Paid time off

Tuition reimbursement

Student-loan repayment assistance

Health, dental & vision insurance

Mental health programs

Bonuses & investment plans

Volunteer time off

Job summary

Blue Cross & Blue Shield of Rhode Island is seeking a Medicare Member Advocate to respond to member inquiries about benefits, products, and services. You’ll resolve issues, maintain relationships, and support retention across phone and in-person interactions.

Ideal candidates have up to two years of customer service experience, can obtain Medicare Certification, and are flexible to work weekends and across Rhode Island locations.

Qualifications

• Combination of education and experience.
• Up to two years’ experience in a customer service environment.
• Must successfully pass Customer Service Assessments.
• Must successfully pass Medicare Certification.
• Flexibility to work weekends and shifts within 8 a.m.–8 p.m.
• Willingness to work in different Rhode Island locations with reliable transportation.
• Ability to gather and retrieve information in an organized manner.
• Excellent communication and customer relationship skills.

Responsibilities

• Serve as an advocate for Medicare members by responding to inquiries regarding benefits, products, services, resources, network and policies.
• Identify problems affecting members and providers; notify the appropriate business areas to resolve issues and track resolution.
• Support the organization’s customer experience and retention strategy by providing exceptional service and building relationships in every interaction (phone and in-person).
• Ensure compliance in all activities with internal policies and regulatory agencies.
• Identify cross-sell opportunities for ancillary products such as dental insurance or clinical programs.
• Maintain records of customer interactions, process changes to member accounts, and refer unresolved issues to internal departments.
• Perform duties across multiple channels, including as a Medicare Concierge phone Agent and in outreach at the corporate office, stores, or events.
• Perform other duties as assigned.

Skills

Customer service experience

Job description

At BCBSRI, our greatest resource is our people. We come from varying backgrounds, different cultures, and unique experiences. We are hard-working, caring, and creative individuals who collaborate, support one another, and grow together. Passion, empathy, and understanding are at the forefront of everything we do—not just for our members, but for our employees as well. We recognize that to do your best work, you have to be your best self. It’s why we offer flexible work arrangements that include remote and hybrid opportunities and paid time off. We provide tuition reimbursement and assist with student‑loan repayment. We offer health, dental, and vision insurance as well as programs that support your mental health and well‑being. We pay competitively, offer bonuses and investment plans, and are committed to growing and developing our employees. Our culture is one of belonging. We strive to be transparent and accountable. We believe in equipping our associates with the knowledge and resources they need to be successful. No matter where you’re at in the organization, you’re an integral part of our team and your input, thoughts, and ideas are valued. Join others who value a workplace for all. We appreciate and celebrate everything that makes us unique, from personal characteristics to past experiences. Our different perspectives strengthen us as an organization and help us better serve all Rhode Islanders. We’re dedicated to serving Rhode Islanders. Our focus extends beyond providing access to high-quality, affordable, and equitable care. To further improve the health and well‑being of our fellow Rhode Islanders, we regularly roll up our sleeves and get to work (literally) in communities all across the state—building homes, working in food pantries, revitalizing community centers, and transforming outdoor spaces for children and adults. Because we believe it is our collective responsibility to uplift our fellow Rhode Islanders when and where we can, our associates receive additional paid time to volunteer.

Why this job matters

Serve as an advocate for Medicare members by responding to the members’ inquiries regarding benefits, products, services, resources, network and policies. Identify problems affecting members and providers; notify the appropriate business area(s) to resolve issues and track resolution. Support the organization’s retention strategy by providing exceptional service to members and providers.

What you will do

• Serve as an advocate for Medicare members by responding to the members’ inquiries regarding benefits, products, services, resources, network and policies.
• Identify problems affecting members and providers; notify the appropriate business area(s) to resolve issues and track resolution.
• Support the organization’s customer experience and retention strategy by providing exceptional service to members and providers by building and maintaining top‑notch relationships in every interaction. (This includes both over the phone and in‑person member interactions)
• Ensure compliance in all aspects of activities with internal policies as well as all regulatory agencies.
• Identify cross‑sell or promotion opportunities for ancillary products such as dental insurance, care management, or clinical programs.
• Maintain records of customer interactions, process changes to member accounts, record inquiry details and actions, and refer unresolved issues to appropriate internal departments for additional research.
• Ability to work in a multitude of capacities or channels including as a Medicare Concierge phone Agent and as a Outreach (over the telephone, at the corporate office, retail stores, and community engagement events).
• Perform other duties as assigned.

What you need to succeed

• Combination of education and experience
• Up to two years’ experience in a customer service environment
• Must successfully pass Customer Service Assessments
• Must successfully pass Medicare Certification
• Flexibility to work weekends and shifts that are in the 8 a.m. to 8 p.m. time frame
• Flexibility to work in different locations in Rhode Island as required (call center, retail stores, community engagement events) and have reliable transportation
• Ability to gather and retrieve information in an organized manner
• Excellent communication and customer relationship skills
• Problem solving skills
• Interpersonal skills
• Empathy and patience
• Ability to solve problems
• Computer navigation skills
• Strong written and verbal communications skills
• Time management skills
• Ability to collect and organize data
• Ability to work independently and with a team
• Ability to meet established time and quality standards
• Ability to exercise sound judgment

The extras

• Ability to work in a remote call center environment
• Knowledge of company products
• Knowledge of health insurance or managed care operations
• Demonstrates curiosity and confidence with AI tools (e.g., Copilot) and embraces an “AI-first” mindset; acts as a change agent by adopting new technologies, sharing best practices, and inspiring peers to leverage AI to improve efficiency, accuracy and member experience.
• Thrives in a collaborative, fun environment that leverages gamification, friendly competition, and team‑based challenges to drive engagement, performance, and continuous improvement.
• Bi‑lingual skills (i.e., Spanish or Portuguese)
• Health Producers License

Location: BCBSRI is headquartered in downtown Providence, conveniently located near the train station and bus terminal.

In-office: onsite 5 days per week; Hybrid: onsite 2-4 days per week; Remote: onsite 0-1 days per week.

Permitted to reside in the following states, pending approval from the Human Resources Department: Arizona, Connecticut, Florida, Georgia, Louisiana, Massachusetts, North Carolina, Oklahoma, Rhode Island, South Carolina, Texas, Virginia.

BCBSRI is an equal opportunity employer.

Please visit www.eeoc.gov/know-your-rights-workplace-discrimination-illegal to view the "Know Your Rights" poster.