Associate Inbound Concierge Agent

Blue Cross & Blue Shield of Rhode Island (BCBSRI) is a leading health insurance provider committed to serving the healthcare needs of Rhode Islanders. Established with a focus on providing access to high-quality, affordable, and equitable care, BCBSRI plays a vital role in improving the health and well-being of the community. With its headquarters located in downtown Providence, the organization enjoys a strategic location near major transportation hubs, offering its employees a convenient work environment. BCBSRI values diversity, equity, and inclusion, fostering a culture where employees from varying backgrounds, cultures, and experiences collaborate, support one another, and grow together. The company prides itself on a work culture that emphasizes passion, empathy, and understanding not only towards its members but also among employees. Offering flexible work arrangements including remote, hybrid, and in-office schedules, BCBSRI supports work-life balance through paid time off, health benefits, tuition reimbursement, and programs promoting mental health and well-being. Employees are actively encouraged to engage in community service, enhancing the collective responsibility of uplifting fellow Rhode Islanders through volunteering in activities such as building homes, revitalizing community centers, and supporting food pantries. BCBSRI is committed to transparent communication, accountability, and professional growth, providing competitive pay, bonuses, and investment plans to nurture and develop its workforce.

The Medicare Concierge Agent role at BCBSRI is an essential position dedicated to serving as an advocate for Medicare members. This role requires a comprehensive understanding of Medicare benefits, products, services, resources, network, and policies. The agent will respond to inquiries from members, identify and resolve problems affecting members and providers by coordinating with relevant departments, and track resolutions to ensure member satisfaction. This role supports the organization's retention strategy by delivering exceptional customer service through both phone and in-person interactions. The position requires compliance with internal policies and regulatory agencies and involves identifying cross-selling opportunities for ancillary products such as dental insurance and clinical programs. The agent will maintain detailed records of customer interactions, process account changes, and refer unresolved issues when necessary. Working in various capacities including phone support, outreach at corporate offices, retail stores, and community engagement events, the agent will contribute significantly to enhancing the member experience. The role demands a four-week training program with set schedules and requires flexibility in working hours including weekends and shifts between 8 a.m. and 8 p.m., along with the ability to work at multiple locations across Rhode Island. The ideal candidate should possess strong communication, problem-solving, and interpersonal skills, with the ability to use computer navigation tools effectively and meet quality and time standards independently and as part of a team. Additional valuable skills include knowledge of health insurance operations, a willingness to embrace AI tools, bilingual capabilities, and, optionally, a Health Producers License.