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.


oversight of Client Implementations

  • Oversee the activities for all staff levels within the Client Implementation team.  Ensure that all implementation projects are on-track and that there are clear lines-of-sight for all internal personnel including senior management.
  • Represent organization by presenting the implementation process to external stakeholders at onset of a new project. 
  • Assess project plans and strategies to ensure plans will deliver expected results from client’s viewpoint.
  • Ensure all tactical and operational plans for ongoing service to a client are identified as part of each implementation.
  • Provide guidance and direction for escalated issues and engage senior management when needed.
  • Develop measurement strategies, tools, scorecards for each project and report to all appropriate management internally.
  • Assist staff with identification of appropriate measurements of success for each implementation.
  • Perform on-going risk analysis across all implementation projects and escalate any high profile concerns or issues.
  • Facilitate strategic thinking with sales and other stakeholders to stay attuned to changing dynamics, so that the organization can stay in front of client demands and present implementation plans that meet emerging needs.

Process development and Management

  • Continually identify areas of opportunity for improvement across projects.  Drive improvements into team’s tactical processes and related policies and procedures.
  • Ensure that proper project protocols are followed to maximize benefit and alleviate unnecessary disruption in the organization and for our customers.
  • Develop ongoing metrics and processes to measure team effectiveness and efficiency for continuous improvement.
  • Continually review the methods used in the overall training plan and identify areas for improvement.  Align “best-in-class” practice methods with organizational procedures.  Drive those improvements into the overall training plan.
  • Optimize the use of resources at all times to ensure cost effective operations.  This includes proactively planning to move staff from one role to another as staffing needs change, business priorities change or as workload changes.
  • Plan constantly for anticipated growth and unexpected additional or changed responsibilities to avoid becoming overburdened and impacting service levels.
  • Align skills of team members to tasks and identify skill gaps.
  • Define metrics and measure for end-to-end processes that will provide a high-level of customer satisfaction.
  • Coordinate and participate in development of training materials and departmental documentation.
  • Ensure required paperwork and documentation is complete and distributed to internal and external stakeholders.
  • Meet timeliness and accuracy goals.


Matrix Management

  • Participate or lead medium to large projects to implement changes including new product development, cost containment measures, and benefit design modification to provide innovative responses to marketplace and legislative mandates.
  • Manage an implementation team that includes internal implementation, sales, operations, and management participants along with external clients and vendors.
  • Drive performance through expert management and execution of organizational plans and activities.
  • Embrace and promote innovation and change as a way to enhance personal, team and organizational effectiveness.
  • Partner with matrix organizations to ensure that appropriate action is taken to identify and implement high potential process improvements.


Management Requirements

  • Supervise and monitor workloads and evaluate job performance of the Client Implementation Managers.
  • Develop and mentor CIM levels 1–3 by providing opportunities for growth through delegation, training, and assignment to various project teams.
  • Inform management of any issues affecting the efficient and effective performance of the department including system, resource, and informational barriers.
  • Provide timely feedback to team members on performance.
  • Lead or provide oversight on large-scale, high-visibility, and complex implementation projects.
  • Invest in relationships to successfully influence and build shared goals to achieve optimal implementation results. 
  • Drive performance through expert management and execution of organizational plans and activities.
  • Embrace and promote innovation and change as a way to enhance team and organizational effectiveness.
  • Provide regular feedback to team members through annual performance evaluations.
  • Provide leadership and mentorship to CIM team members in the areas of implementation management, negotiation - both internal and external, planning and organization, and project management.


  • 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.






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.

Skills / Requirements

8 years of experience in customer service, account management, or sales 5 years of experience in health insurance or similar field developing business plans and customer specifications 3 years of experience in project and/or process management 2 years experience in managment, supervisory, or lead role Required Job Skills Strong PC proficiency Matrix management skills Account management skills Project management skills Process development skills Risk management skills Required Professional Competencies Strong influencing abilities to manage internal partners and ensure promised deliverables are achieved. Ability to facilitate cross-functional teams with both internal and external stakeholders. Ability to lead and influence in a matrixed environment is critical. Ability to orally communicate effectively in a 1-1 or group setting. Ability to effectively present products and services in a group or 1-1 setting. Ability to extract and understand client needs. Ability to correspond with customers through effective professional written communication. Ability to identify issues and drive them to resolution. Compliance and PPACA knowledge. Act with diplomacy and sensitivity with our clients and internal departments. Ability to interpret and translate policies, procedures, programs and guidelines to external stakeholders. Ability to manage time effectively. Maintain confidentiality and privacy. Required Leadership Experience and Competencies Proven matrix leadership competencies with the ability to reinforce positive environments during each implementation project.  

Application Instructions

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