Job Information
Blue Cross Blue Shield of Massachusetts Medical Management Administration Specialist in Hingham, Massachusetts
Ready to help us transform healthcare? Bring your true colors to blue.
The Role
The Mental Health Advocate position integrates BCBSMA’s customer service and health advocacy efforts with the increased ability to further promote and engage members in our clinical programs.The Mental Health Advocate provides personalized support to members via both inbound and outbound channels (phone, email, live chat) to help the member better understand their mental health benefits and navigate the healthcare system. This is accomplished by resolving member issues, educating on benefits, and connecting members to the right resources and support. This also includes being able to identify when a member may need a clinical intervention, by using productive questioning and effective listening.
The Team
The Mental Health Advocate is part of the HMM Operational Support Team. This role works collaboratively with Member Service, Case Management, Utilization Management, the Physician Review Unit, and Network Management.Key Responsibilities:
Serve as the primary point of contact for member’s needing support accessing mental health services.
Actively listen and ask clarifying questions to understand each member’s individual needs and preferences.
Resolve all the member’s inquiries to ensure closure of issues as well as follow up when needed
Use critical thinking skills to identify when a member needs clinical intervention and collaborate with a nurse case manager to enroll the member in a clinical program
Confers with related health professionals to practice interdisciplinary information sharing; uncovers barriers to care and develops an effective plan for alleviating these barriers with interdisciplinary team
Collect Member information to enter into Care Management system per department policies, procedures and standards of operation
Act as a department liaison and will provide education, resources, and assistance to members
Key Qualifications:
An exceptional customer service orientation featuring an empathetic, compassionate, and professional demeanor in every interaction
Excellent verbal and written communication skills; particularly listening, reflecting, and the ability to articulate complex concepts in an easy-to-understand way,
Strong interpersonal skills with ability to build and maintain effective, collaborative work relationships internally and externally, as well as creating professional and meaningful connections with members
High degree of cultural competence (demonstration of awareness, attitude, knowledge, and skills to work effectively with a culturally and demographically diverse population)
Thrives in a fast-paced, ever changing environment that relies on ability to multi-task and balance multiple competing priorities yet is still able to balance that energy and drive with sensitivity and compassion
Education and Experience:
BS/BA degree in healthcare field preferred or equivalent work experience
Two (2) years Managed Care or a facility-based health care setting, working with patients/members, preferably within a mental health related field
Customer/member service experience or telephonic health coaching experience required
Knowledge of medical terminology required
Demonstrates leadership skills and experience; ability to work cross-functionally, build consensus, coach, and build morale
Minimum Education Requirements:
High school degree or equivalent required unless otherwise noted above
LocationHinghamTime TypeFull time
Hourly Range: $29.82 - $36.44
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.
WHY Blue Cross Blue Shield of MA?
We understand that the confidence gap (https://www.theatlantic.com/magazine/archive/2014/05/the-confidence-gap/359815/) and imposter syndrome (https://www.braintreepayments.com/blog/overcoming-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 (https://careers.bluecrossma.org/us/en/culturepage) 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 (https://careers.bluecrossma.org/us/en/jointalentcommunity?applyType=JTC) 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 (https://careers.bluecrossma.org/us/en/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.