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.


Member Experience Advisors act as an internal consultant and resource to Network physician practices with a goal of driving performance excellence. Performance is all encompassing of quality, cost efficiency, and patient

experience. Reporting to the COO, the Member Experience Advisor serves as a facilitator and change agent for continuous process and performance improvement by providing project planning and execution, understanding, defining,

and communicating process redesign.



1. Required Work Experience

· 5 year(s) experience working with physician practices in a quality capacity

2. Required Education

· Bachelor's Degree in Business, Science or Computer Science field of study

3. Required Licenses

· N/A

4. Required Certifications

· Six Sigma Black Belt Certification


1. Preferred Work Experience

· N/A

2. Preferred Education

· Master’s Degree in Business or related field

3. Preferred Licenses

· N/A

4. Preferred Certifications

· N/A


· Assess performance in relation to established goals and standards; recommend new approaches, policies, workflows and procedures to effect continuous improvement; Assists in the determination of goals and priorities with team, physician practices, or project management sponsors

· Manage improvement action plans, coordinates team/project activities and schedules, quantify benefits, and provide leadership and mentorship to ensure robust and sustainable implementation, meeting all required timelines; Lead and facilitate improvement within physician practices and Performance team that will drive or have a direct impact on performance improvements and enhancing patient satisfaction; Work collaboratively to solve problems, minimize

barriers and reduce resistance to change

· Assist leadership in identifying key improvements that will provide the optimum benefit in enhancing quality and patient satisfaction; Develop effective communication methods with assigned practices, team members, and leadership

· Collaborate across functional departments to manage and implement changes/enhancements; Identifies and facilities the collection and analyzing of quantitative and qualitative data and identifies key findings

· Present relevant presentations to various stakeholders across the Network

· Participates in the development and management of the department, including training, mentoring, recruiting, other departmental activities

· Perform all other duties as assigned

· 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



1. Required Job Skills

· Demonstrate performance in project management, process improvement and project implementation

· Proven administrative and coaching ability in complex environments

· Strong ability to analyze, interpret, and evaluate data resulting in actionable recommendations

· Understanding of the health care delivery setting

2. Required Professional Competencies

· Excellent presentation and organizational skills; Excellent oral and written communication skills

· Must have strong problem-solving ability

· Ability to prioritize and manage multiple projects and demanding workloads

· Must be able to work in a team environment, with good communication skills, supportive attitude and the ability to provide mentorship when appropriate

· Knowledge of managed care principles and physician practice

· MS Office Suite

· Demonstrated proficiency preparing spreadsheets, graphs and other presentation materials

3. Required Leadership Experience and Competencies

· N/A


1. Preferred Job Skills

· N/A

2. Preferred Professional Competencies

· N/A

3. Preferred Leadership Experience and Competencies

· N/A


Comply with BCBSAZ corporate and departmental policies and procedures, including, but not limited to Code Blue, Compliance, HIPAA, Computer Responsibility, Accreditation Standards, Attendance, Staff Qualifications and Quality Management Accountabilities.

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  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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