Customer Advocate

Guided by our core values and commitment to your success, we provide health, financial and lifestyle benefits to ensure a best-in-class employee experience.

• Highly competitive total rewards package, including comprehensive medical, dental and vision benefits
• 401(k) plan with matching contributions from both employee and employer
• Annual incentive bonus plan based on company achievement of goals
• Paid holidays, paid time off and volunteer time off
• Professional development courses, mentorship opportunities, and tuition reimbursement program
• Paid parental leave and adoption leave with financial assistance
• Employee discount program

The Customer Advocate position is responsible for responding to a variety of inquiries from members and their dependents, hospitals, providers, attorneys and agents. The incumbent will need to interpret multiple contracts in response to benefit and claim inquiries and research membership database and billing history to resolve membership issues.

• Provide a high degree of customer service, including receiving and responding to telephone calls, letters, or walk‑in customers.
• Educate and work with members at different health literacy levels with cultural sensitivity.
• Enter records of inquiries and related correspondence in a computerized tracking system.
• Research applicable medical policy and corporate, divisional and departmental policies and procedures.
• Utilize claims data and membership records to resolve issues independently or with minimal assistance, when possible within the first call.
• Maintain knowledge-based resources (e.g., start‑up notes, emails, Blue Help updates).
• Maintain confidentiality of all regulated information in compliance with state and federal laws.
• Use proper grammar and spelling when composing verbal and written correspondence that is customer‑centric, compliant and adapted to the audience.
• Recognize trends or common issues and raise them to leadership as necessary, providing solution options as appropriate.
• Use time‑management techniques to manage competing projects and priorities to meet customer needs and deliver on commitments in a timely manner.
• Provide resolution with a service level that ensures members and customers feel valued and understood.
• Deliver positive customer and member experience on a consistent basis.
• For FEP positions, complete additional FEP training program for FEP system and procedures.

• High school diploma or general education degree (GED).
• 2 years of previous customer service, member services, or claims processing experience; or any combination of required education and experience.
• Advanced keyboarding knowledge.
• Intermediate knowledge of Microsoft Office.

• Associate’s degree from college or technical school.
• Previous experience with online customer service applications.
• Medical terminology and ICD/CPT coding knowledge.
• Experience taking Blue KC member calls.

Blue Cross and Blue Shield of Kansas City is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Blue Cross and Blue Shield of Kansas City (Blue KC) employs a diverse workforce and welcomes applicants from all backgrounds. The company extends reasonable accommodations to qualified individuals with disabilities who are otherwise not able to fully utilize electronic and online job application systems. For assistance, please send an email to

EEO/Veterans/Disability affirmative action employer; E‑Verify participation;
Equal Employment Opportunity/Nondiscrimination/Affirmative Action Policies; IER Right to Work; FMLA;
Employee Polygraph Protection Act.