Job Description

Awarded the Best Place to Work 2021, Blue Cross Blue Shield of Arizona helps to fulfill its mission of improving the quality of life of Arizonans by delivering a variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.

Internal use only-grade 27

  • Responsible for the servicing and management of all mid-market employer groups with 51-300 eligible employees.  In partnership with the Client Service Manager will play a key role in a high volume, focused and performance driven commercial segment. Develop and maintain effective relationships with employers, brokers, team members and BCBSAZ departmental associates.  
  • Acts as a customer advocate by providing direct communication to resolve escalated service inquiries with urgency. Manages broker/customer expectations while striving to achieve prompt resolution of issues by collaborating with internal functional experts (i.e., billing and claims analysts, etc).  Research issues to analyze root causes, determine corrective action, and ensure resolution is completed internally.
  • Track and analyze process metrics to determine root causes of issues.  Review metrics with Sr. Manager, Client Services to make improvement recommendations by maintaining a departmental service log.
  • Coordinate and conduct formal/informal well-structured and precise enrollment meetings to maximize membership growth.

REQUIRED QUALIFICATIONS

Required Work Experience
  • 2 years of customer service experience analyzing and solving customer issues

Required Education

  • High School Diploma or GED in General Field of Study

Required Licenses

  • Resident Life and Disability license required or can be obtained within 90 days of date of hire

Required Certifications

  • N/A

PREFFERED QUALIFICATIONS

Preferred Work Experience
  • N/A
Preferred Education
  • N/A
Preferred License
  • N/A

Preferred Certifications

  • N/A

 

ESSENTIAL job functions AND RESPONSIBILITIES

  • Call providers to verify benefits for immediate care needs
  • Non-Cor Blue service issues to include - Health Equity, Optum, Specialty, Bluecard
  • Prior carrier deductible report credits coordination BCBS/client programming inquiries
  • CPA changes
  • Employer Amendments
  • Packet Requests
  • ID card issues
  • No State approvals
  • Admin/portal training
  • Section code requests
  • Open Enrollment spreadsheet review and handling
  • Gain complete understanding of BCBSAZ policies, procedures, and workflows.
  • Ensure receipt of signed Group Master Contracts and amendments when required as well as facilitate and resolve issues/changes from brokers or groups relating to these documents.
  • Service and coordinate the BCBSAZ products and services to employer groups.
  • Assist client service manager in the installation of new group account.
  • Assist in completing renewal group paperwork.
  • Provide training to brokers/groups on BCBSAZ capabilities.
  • Monitor and maintain the integrity of the electronic workflow queues.
  • Assist account management staff in promoting wellness initiatives to our groups.  
  • Provide monthly service activity reports to Sr. Manager Client Services
  • Follow up with brokers/groups on delinquent accounts.
  • Maintain the knowledge to discuss BCBSAZ policy and procedural changes to brokers/groups as needed.

REQUIRED COMPETENCIES

Required Job Skills

  • Microsoft Office skills
  • Exceptional writing and presentation skills, including the ability to clearly and concisely explain technical information to a variety of audiences
  • Exceptional research, organizational and project management skills
  • Ability to multi-task including understanding multiple products and benefits within each product

  • Ability to articulate clearly via email and phone
  • Ability to work well in a fast-paced environment with competing priorities
  • Compassionate
  • Issue ownership to provide end to end resolution


Required Professional Competencies
  • Manage projects independently
  • Improve customer experience through daily work function
  • Analyze issues and summarize for management
  • Ability to work cooperatively and effectively with staff from all divisions and all levels

PREFERRED COMPETENCIES

Preferred Job Skills

  • Knowledge of internal BCBSAZ service systems and people for issue resolution management
  • Display ingenuity to anticipate and meet unexpected situations
  • Ability to adapt to new software applications and a frequently changing workflow environment
  • Maximum organizational skills to meet productivity goals

Preferred Professional Competencies

  • N/A

Preferred Leadership Experience and Competencies

  • N/A

Our Commitment

BCBSAZ does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.

Thank you for your interest in Blue Cross Blue Shield of Arizona.  For more information on our company, see azblue.com.  If interested in this position, please apply.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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