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 28-29 Large Group level 3

Serve as primary contact for health insurance customers in assigned market, and provide high levels of client service to retain business, improve customer satisfaction, increase new and and renewal sales, and identify and solve client issues.

Qualifications (Level 3)

REQUIRED QUALIFICATIONS

Required Work Experience

Level 1

2 years-Experience in customer service, account management, or sales

Level 2

4 years-Experience in customer service, account management, or sales

2 years-Working in health insurance or similar field

Level 3

6 years-Experience in customer service, account management, or sales

3 years-Working in health insurance or similar field

Required Education

  • High-School Diploma or GED in general field of study (All Levels)

Required Licenses

·         Within 90 days of placement in the CSM role, obtain an active, current, and unrestricted AZ Department of Insurance Life and Health Insurance License (All Levels)

  • Valid Arizona driver license with acceptable driving record (All Levels)

Required Certifications

  • N/A

PREFERRED QUALIFICATIONS

Preferred Work Experience

Level 1

4 years-Experience in customer service, account management, or sales

2 years-Working in health insurance or similar field

Level 2

6 years-Experience in customer service, account management, or sales

4 years-Working in health insurance or similar field

Level 3

8 years-Experience in customer service, account management, or sales

6 years-Working in health insurance or similar field

Preferred Education

  • Bachelor’s degree in business or related field of study (All Levels)

Preferred Licenses

  • Active, current, and unrestricted AZ Department of Insurance Property and Casualty License (All Levels)

Preferred Certifications

  • Industry Professional Designations (All Levels)

 

ESSENTIAL job functions AND RESPONSIBILITIES

Level 1 - Small Group CSM

Client Services

  • Research, communicate, and resolve any service issues for assigned clients
  • Educate group customers on administration and plan changes
  • Act as a liaison between group customers and internal operations

Employee Events

  • Assist brokers with open-enrollment meetings when needed

Strategic Support and Retention

  • Support Business Development Executives in developing strategy and tactics for account renewal
  • Manage assigned book of business with emphasis on retention

Level 3 - Large Group CSM

Client Services

  • Research, communicate, and resolve any service issues for assigned clients
  • Establish business relationships with group customers
  • Create a bond with clients at multiple organizational levels to foster a strong sense of service to their account.
  • Educate group customers on administration and plan changes
  • Proactively visit group customers to increase customer service and local presence
  • Act as a liaison between group customers and internal operations

Employee Events

  • Coordinate benefit fairs, and open enrollment meetings
  • Coordinate health fairs (level 3)
  • Create presentation materials and conducts enrollment meetings for new and renewing groups.
  • Organize internal personnel for any support needed for events

Strategic Support and Retention

  • Support Strategic Relationship Executives in developing strategy and tactics for account renewal
  • Ensure benchmark data and other presentation materials are completed and aligned with strategic needs of account
  • Manage assigned book of business with emphasis on retention and effective sales strategies

ALL LEVELS

  • The position requires a full-time work schedule. Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements.
  • Perform all other duties as assigned .

REQUIRED COMPETENCIES

Required Job Skills

  • Strong written and verbal communications
  • Intermediate PC proficiency
  • Intermediate skill in use of office equipment, including copiers, fax machines, scanners and telephones
  • Intermediate skill in word processing, presentation, spreadsheet and sales automation software
  • Knowledge of policies, procedures, products, and guidelines necessary to translate and communicate to customers

Required Professional Competencies

  • Customer service skills in an operationally changing environment, with drive for results and success based on planned objectives
  • Ability to represent and display professional style, pride, and adhere to dress code and departmental standards
  • Interpersonal and active listening skills necessary to achieve customer service satisfaction and departmental standards with brokers, customers, members, and coworkers
  • Identify customer needs and issues, and provide feedback to improve client service processes and procedures
  • Ability to communicate and present effectively in a 1-1 or group setting
  • Ability to deal with the unpredictability of the insurance business and minimize the variance between predicted and actual outcomes
  • Flexibility and willingness to adjust to shifting demands/priorities
  • Ability to identify and communicate reasons behind renewal rate actions
  • Ability and to assimilate new functions, services, and systems while maintaining existing systems and programs
  • Ability to maintain confidentiality and privacy
  • Ability to recognize strategic opportunities and use data to make timely and sound decisions (Levels 2 and 3)

Required Leadership Experience and Competencies

  • High standard of performance while pursuing aggressive goals
  • Principled approach to business and sound business ethics

PREFERRED COMPETENCIES

Preferred Job Skills

  • Knowledge of BCBSAZ plans, products, funding arrangements
  • Intermediate skill with BCBSAZ internal sales systems and software

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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