Member Experience Representative – Individual Products

Alberta Blue Cross® is an Alberta based organization dedicated to delivering exceptional customer experience and community leadership. We’re committed to providing the best health coverage to over 1.8 million members and take an active role in promoting wellness. We believe in what we do and place trust in our employees to deliver our vision. Working at Alberta Blue Cross® means having a career where you’ll be recognized for your contributions.

We value diversity, encourage our team members to maintain a healthy work-life balance and provide opportunities for career growth.

The Member Experience Representative is a cornerstone of Alberta Blue Cross's Blue for Life and Client Obsession strategy, transforming the relationship between our organization and our health, dental and life clients from a transactional interaction into a lifelong partnership. This role exists to ensure every client realizes the full value of their benefits while experiencing exceptional, personalized service at every stage of their journey.

As a trusted advisor, educator, and advocate, the Member Experience Representative proactively engages clients when they become members and continues building those relationships throughout the life of their plan. Through effective onboarding, ongoing education, proactive outreach and personalized guidance, the advisor helps clients understand their coverage, use their benefits with confidence, and maximize the value of their benefit plan. Unlike traditional service models that react to client inquiries, this role is intentionally proactive.

By leveraging client insights, benefit utilization trends, and relationship-based conversations, the Member Experience Representative anticipates client needs before challenges arise. Whether introducing clients to digital self-service tools, identifying opportunities to optimize plan utilization, addressing concerns before they become barriers, or recommending plan enhancements and complementary products as a licensed insurance professional, every interaction is designed to strengthen trust, improve outcomes, and reinforce Alberta Blue Cross as a valued partner in their health and wellness journey.

Success in this role extends well beyond resolving questions or servicing policies. The Member Experience Representative is accountable for creating emotionally positive experiences that deepen client engagement, increase confidence in Alberta Blue Cross, and foster enduring loyalty. By consistently delivering personalized, knowledgeable, and caring service, the advisor cultivates relationships that lead to higher client satisfaction, stronger retention, greater product adoption and increased client advocacy.

Welcome and onboard new health and dental clients by helping them understand their coverage, benefits, claims process, and available Alberta Blue Cross tools and resources. Build trusted relationships through proactive outreach and meaningful client conversations throughout the life of their plan. Review client needs, benefit utilization and engagement patterns to provide personalized insights and recommendations. Educate clients on how to maximize the value of their benefits and confidently navigate their coverage.

Identify opportunities to enhance client protection through plan modifications or additional insurance solutions when appropriate. Resolve client questions and concerns by providing timely, thoughtful, and personalized solutions. Collaborate with internal teams to advocate for clients and improve the overall client experience. Share client insights and feedback to support continuous improvement across products, services, and processes.

Key Metrics / KPIs

Reduction of cancellations. Increased leads through client recommendations. Client satisfaction scores following onboarding interactions and ongoing engagement activities. Increase in clients who indicate they would recommend Alberta Blue Cross to others. Percentage of new clients successfully completing onboarding activities. Percentage of existing client contacts made monthly. Appropriate identification of opportunities for plan enhancements or additional…