Job Description

Blue Cross Blue Shield of Arizona is a local, independent Blue Cross Blue Shield Association and a not-for-profit health insurance company headquartered in Phoenix. Founded in 1939, the company has more than 1,800 dedicated employees throughout its Phoenix, Tucson, Chandler and Flagstaff offices. Providing health insurance products, services and networks to more than 1 million Arizonans, Blue Cross Blue Shield of Arizona offers various health plans for individuals, families, and small and large businesses. Blue Cross Blue Shield of Arizona also offers Medicare supplement plans to individuals over age 65.

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 31-32

Establishes effective partnerships with the Outsource Quality Analyst and BCBSAZ Business units to ensure that partners are functioning and producing work up to SLA and at quality level outlined in Contract. Performs ongoing partner management to ensure that partners meet or exceed their contractual obligations by delivering quality services on time. Contributes to the efficiency, productivity and success of the organization.


Required Work Experience
  • 5 years of leadership and management experience
  • 5 years of implementing operational solutions and working collaboratively with other departments and different levels of administration.
  • 5 years of process management experience with a proven track record managing process improvement and teams
  • 3 years of working experience with technical management
  • 3 years of experience with performance management, contract management and financial management
  • 3 years of hands-on experience developing, aligning and implementing strategies

Required Education

  • High-School Diploma or GED in general field of study

Required Licenses

  • N/A
Required Certifications
  • N/A


Preferred Work Experience

  • N/A
Preferred Licenses
  • Bachelor’s Degree in Business or related field or 8 years of experience in related field of study

Preferred Certifications

  • Six Sigma Green Belt Certification

Preferred Licenses

  • N/A


  • Direct management of Business Process Outsourcing Services staff members ensuring that outsource partner audit and reporting is completed by established deadlines.
  • Develop and maintain partner performance scorecards and monitor performance results to ensure that SLAs and other contract terms are met.  Track and monitor performance issues and ensure corrective actions are timely and effective. Ensure partner accountability for performance improvement and solving issues. 
  • Ensure all the correct reporting and metrics are available so that early indicators of issues create a clear line of sight for internal management.  Work with the partner partners to create proactive solutions to avoid missing service levels or degradation in quality.
  • Regularly report progress on key partner relationships and the effectiveness of outsource arrangements.  Create communication forums internally to provide transparency and documentation of partner performance issues and solicit ideas for improvement.
  • Assure that proper change management protocols are followed to maximize benefit and alleviate unnecessary disruption in the organization and to our customers.
  • Together with Outsource Quality Analyst work with partner partners, develop and implement processes to enable continuous improvement in performance, efficiency, and value delivery.  Identify Contract and SLA improvement opportunities and collaborate with partners and internal business areas to implement improvement plans. 
  • Perform delegation oversight and reporting on business processes delegated to BPO partners.
  • Coordinate with Corporate Integrity and Information Security Services on risk identification and mitigation related to items such as privacy, security and business continuity related to BPO services provided.  Coordinate annual assessment of partner practices to assure ongoing compliance with requirements.
  • Assure audits are performed on all functions outsourced and are in accordance with contractual obligations.
  • Maintain effective working relationships to ensure teamwork in achieving corporate goals.
  • Perform as a "change agent," constantly challenging conventional thinking, approach, and current ways of doing business.
  • Participate in strategic planning activities and contribute to departmental and cross-functional teams to achieve BCBSAZ goals and ensure future success.
  • Review production and operating policies to ensure that the most efficient processes are in place and determine strategies to improve processes and services that can be streamlined and/or improved.


  • Oversee day-to-day departmental administration by coaching and motivating departmental personnel to make maximum use of experience and skills.
  • Assume responsibility for identifying resources and training needs while fostering opportunities for staff growth.  Promote and support the overall strategy for moving operations to a lower cost structure externally.
  • 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 Job Skills

  • Strong oral and written communication skills including developing and delivering presentations to senior management.
  • Ability to coordinate with stakeholders across the company and manage occasionally competing interests.
  • A demonstrated understanding of sourcing and procurement methodologies.
  • Proficiency in planning and project management.
  • Effective organizational skills and attention to detail.
  • Intermediate PC proficiency.
  • Intermediate proficiency in spreadsheet, database, presentation, and word processing software.

Required Professional Competencies

  • Strong customer relationship management skills, both external and internal.
  • Possesses expertise in the use of formal and informal communications and has the ability to give persuasive and credible presentations that effectively communicate goals, ideas and concepts.
  • Solid creative judgment and ability to think tactically but not lose sight of overall strategy.
  • Strong skills in influence, persuasion, negotiation and problem resolution.
  • Ability to create win/win situations with partner partners and internal operations management.
  • Strong analytical skills.  Ability to use data to make operational decisions and drive improvement and to monitor and review partners’ financial and operational performance.

Required Leadership Experience and Competencies.

  • Ability to work with others collaboratively in a constantly changing environment.
  • Ability to motivate and empower associates at all levels and encourages innovation and risk taking.
  • Resource management skills with the ability to develop an enthusiastic and positive work climate.
  • Ability to communicate effectively, particularly in challenging circumstances.  Able to stand up to partners and internal constituents and have difficult conversations almost daily, whether it is telling the partner that work isn’t satisfactory or telling internal constituents that their demands of the partner are unrealistic.
  • Ability to effectively cope with multiple priorities, high customer expectations and bridge the demands between internal customers and external partner partners.   
  • Leadership and matrix management skills.


Preferred Job Skills

  • Strong partner management skills.
  • Knowledge of internal controls, risk assessment and partner due diligence.
  • In-depth understanding of technical capabilities.
  • Knowledge of healthcare industry.
  • Advanced PC proficiency.
  • Advanced proficiency in spreadsheet, database, presentation, and word processing software.

Preferred Professional Competencies

  • Demonstrated understanding of outsourcing business strategies and best practices.
  • Thorough knowledge of the company’s needs, policies and culture.
  • Understands the nuances of contracts and holding partners accountable to turn around problem relationships.

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

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

Imagine doing life-changing work and helping more than one million Arizonans live healthier and longer lives. That’s the kind of satisfaction you’ll find when you work here. Our exceptional teams in Phoenix, Tucson, Chandler, and Flagstaff have been transforming healthcare for more than 80 years. Explore what's possible with a career at Blue Cross® BlueShield® of Arizona

Posted 3 Days Ago

Full time


Application Instructions

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