Member Service Agent

About Blue Cross and Blue Shield of Minnesota

At Blue Cross and Blue Shield of Minnesota, we are committed to paving the way for everyone to achieve their healthiest life. We are looking for dedicated and motivated individuals who share our vision of transforming healthcare. As a Blue Cross associate, you are joining a culture that is built on values of succeeding together, finding a better way, and doing the right thing. If you are ready to make a difference, join us.

The Impact You Will Have

This position is responsible for supporting the Direct Sales Channel by executing and applying retention strategies and working directly with members to provide health plan guidance and navigation. This role supports the sales team and Book of Business, growth goals with administrative duties and is focused on Member satisfaction metrics.

Your Responsibilities

• Lead, implement and coordinate the retention strategy, including communications and events, by collaborating with stakeholders such as Sales, Marketing and CX
• Meet retention, strategy and business planning goals as assigned by management
• Function as Brand Ambassador with members and non-members
• Answer questions and provide guidance for current members with service-related inquiries.
• Resolve inquiries with internal partners and communicate directly with members to ensure timely resolution and member satisfaction
• Assist with the application process for current members switching plans by completing suitability conversations, answering questions, supplying relevant marketing materials and completing enrollments
• Answer and follow up on incoming sales calls, emails and mail from prospective members generated by marketing and retention campaigns and set sales appointments
• Gather data measuring the attendance, satisfaction and impact of daily guest interactions and special events, including administration of surveys.
• Perform administrative related activities including data entry, lead disbursement, reporting, managing supplies and marketing materials.
• Develop and deliver presentation materials for internal and external audiences in in-person and virtual settings
• Maintain detailed records, documentation for all customer interactions in CRM tool
• Remain compliant with all Federal, State and CMS regulations and laws. Additionally, comply with all BCBSMN compliance guidance.
• Remain knowledgeable of industry and competitor trends, marketing materials, advertising campaigns to effectively develop and execute retention strategy and to make recommendations to improve effectiveness of the department.
• Perform other duties as assigned.

Required Skills and Experience

• 2+ years' related experience or bachelor's degree. All relevant experience including work, education, transferable skills, and military experience will be considered.
• Acquire and maintain a valid MN Resident Producer License in the lines of Life & Health/Accident in good standing within 60 days of employment
• Excellent relationship building and interpersonal skills and works well on a team
• Demonstrated effective communication skills and attention to detail.
• Ability to organize, prioritize and follow through on retention strategies, member interactions and sales support activities
• Travel as needed.
• High school diploma (or equivalency) and legal authorization to work in the U.S.

Preferred Skills and Experience

• Understanding of health care industry or health insurance
• Experience working with seniors.
• Experience with Salesforce platform or CRM tool
• Familiarity with Medicare

Role Designation

Hybrid

Anchored in Connection

Our hybrid approach is designed to balance flexibility with meaningful in-person connection and collaboration. We come together in the office two days each week - most teams designate at least one anchor day to ensure team interaction. These in-person moments foster relationships, creativity, and alignment. The rest of the week you are empowered to work remote.

Compensation and Benefits

$60,000.00 - $65,000.00 - $70,000.00 Annual + Commission

Pay is based on several factors which vary based on position, including skills, ability, and knowledge the selected individual is bringing to the specific job.

We offer a comprehensive benefits package which may include:

• Medical, dental, and vision insurance
  
• Life insurance
  
• 401k
  
• Paid Time Off (PTO)
  
• Volunteer Paid Time Off (VPTO)
  
• And more
  

To discover more about what we have to offer, please review our benefits page.

Equal Employment Opportunity Statement

At Blue Cross and Blue Shield of Minnesota, we are committed to paving the way for everyone to achieve their healthiest life. Blue Cross of Minnesota is an Equal Opportunity Employer and maintains an Affirmative Action plan, as required by Minnesota law applicable to state contractors. All qualified applications will receive consideration for employment without regard to, and will not be discriminated against based on any legally protected characteristic.

Individuals with a disability who need a reasonable accommodation in order to apply, please contact us at: View email address on click.appcast.io.

Blue Cross® and Blue Shield® of Minnesota and Blue Plus® are nonprofit independent licensees of the Blue Cross and Blue Shield Association.