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 34-36

  • Responsible for managing the Customer Advocacy Office and collaborating with all segment leaders, key stakeholders, and subject matter experts. Works with Staff VP of Customer Advocacy, Director of Operational Excellence, Director of Workforce Development, Director of Medical Management, and Manager of Workforce Readiness to ensure alignment on business objectives. Tracks internal and external commitments and supports the development and execution of business plans. Works with business partners internally and externally to develop and monitor the budget and annual assumptions, performance metrics, and create solutions and remove barriers to ensure business goals are met. Coordinates, communicates, and aligns IT, operations, HQA, sales and marketing to business objectives and strategic priorities to support the organization. Facilitates the exchange of information and issue resolutions between internal business partners. 
  • Plays a critical role in implementing fast and effective communications and change across Customer Advocacy and the Service Operations organization, helping staff with transparency, adopt and adapt to change while ensuring best practices when there are downstream impacts to business processes, systems, and technologies. Responsible for developing and managing the communication plan for the Customer Advocacy organization and reporting departments to include branding, creative development, reviews, and final distribution. 
  • Leads and facilitates ad-hoc analytic and reporting initiatives in support of business strategies. Support the development and maintenance of new and existing metrics and sustainable reporting to support data-driven decisions. Collaborate with Data Science & Analytics, Cost of Quality Care and Finance to support the processes, KPI’s and value proposition within Customer Advocacy and the Growth Office for accurate data collection, modeling, and visualization. Partners with business leaders across the organization to support and implement high-quality, data-driven reporting.

ESSENTIAL job functions AND RESPONSIBILITIES

  • Advise, document, track, create and execute work plans for the Customer Advocacy - Service Operations organization inclusive of both internal and external deliverables. 
  • Support the Staff VP of Customer Advocacy in the development and evolution of the Consumer Experience and Service Operations and integrate strategic partnerships.  
  • Monitor projects, ensuring the program meets milestones, deliverables, budget and objectives.
  • Manage strategic projects, reports, analysis, and deadlines, and coaches on change management, execution and mitigating risk.
  • Assist in managing the day-to-day activities leading to effective and efficient business operations. This includes executive leadership deliverables and business support for Operational Excellence, Workforce Management, Workforce Development, Workforce Readiness, Medical Management and the Inter-Plan President.
  • Work with partners across the organization to build team relationships, achieve buy-in on strategic priorities and adoption / adherence to shared service enhancements, tools and programs.
  • Work collaboratively with leadership and their assigned delegates as well as partners across the organization to provide data support, analysis, tracking, trending, reporting, and recommendations to support and inform leadership for their consideration in decision-making and prioritization of Growth Office strategies.
  • Develop executive and frontline communications that impact multiple departments in support of Customer Advocacy’s strategic direction and goals.
  • Develop leader communications including talking points, presentations, SharePoint copy, Town Hall, All-employee meetings, and other projects.
  • Develop multiple, simultaneous communication plans while adhering to Growth Office and Chief Marketing Office process and guidelines.

OVERALL

  • Work collaboratively with leaders within the customer advocacy organization, as well as partners across the segments and HQA to provide data support, analysis, tracking, trending, reporting, and recommendations to drive the decision-making and prioritization of growth initiatives and customer advocacy needs.
  • Conduct research and analyze trending competitors who offer advocacy models to advise on relevant and potential business strategies
  • Develop and maintain effective workflows for the organization, and maximize efficiencies.
  • Oversee use of corporate funds including budgeting, financial management, and reporting. Identify opportunities to achieve administrative efficiencies while maintaining service.
  • Maintain effective working relationships to ensure teamwork in achieving corporate goals.
  • Coordinate activities between multiple departments to achieve desired results.
  • Lead and participate in other corporate projects as assigned. 
  • Supporting other Directors/ Leadership as the Organizational Structure matures or developed.
  • Oversee use of corporate funds including budgeting, financial management, and reporting. Identify opportunities to achieve administrative efficiencies while maintaining service.
  • 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.
  • Candidates must reside in AZ and may require local (West Region) travel.

REQUIRED QUALIFICATIONS

Required Work Experience

  • 6 years of experience in healthcare operations
    • 5 years of healthcare industry experience
    • 5 years of management experience, including major project development and business change
    • 5 years of developing executive communications and effective communication plans
    • 5 years of data analytics, dashboard development, project reporting and benefit cost analysis experience
    • 5 years of experience in developing short- and long-range strategic plans, financial reporting, forecasting, and budgeting
    • 2 years of experience working on or with Agile teams
    • 2 years of experience with data management/integration and vendor / contract negotiations

Required Education

  • Bachelor’s degree in business, healthcare administration, finance, or related field

Required Leadership Experience

  • 2 years managing others, cross-functional work streams, or large projects for extended period of time
  • 2 years directly supporting executive or senior leader office serving as direct contact for staff of 10 or more
  • 2 years of human relations and organizational effectiveness experience or documented training on managing people

PREFERRED QUALIFICATIONS

Preferred Work Experience

  • 10 years of health industry experience
    • 8 years of experience in healthcare operations, sales, marketing, and product development
    • 8 years of management experience leading a team
    • 8 years of experience developing short- and long-range strategic plans, financial reporting, forecasting, and budgeting
    • 8 years of business change management experience
    • 8 years of corporate or organizational communication experience
    • 8 years of data analytics, dashboard development, project reporting and cost / benefit analysis experience
    • 8 years of experience in developing short- and long-range strategic plans, financial reporting, forecasting, and budgeting
    • 5 years of experience working on or with Agile teams
    • 5 years of experience with data management/integration and vendor / contract negotiations

Preferred Education

  • Master’s degree in business, healthcare administration, or related field

Preferred Leadership Experience (In addition to required)

  • 5 years managing others and formal leadership coaching / training
  • A minimum of one leadership style type of assessment (any reputable format is acceptable)
  • Strong network of peers and external resources, including access to reputable data channels and publications to actively support business development, monitor competitive landscape and gain knowledge on leading innovation and technology to continuously measure against our current model, programs and level of service as appropriate

Preferred Licenses

  • N/A

Preferred Certifications

  • N/A
Required Job Skills
  • Expert written and verbal communication skills
  • Basic knowledge of finance, planning and accounting practices
  • Intermediate Outlook, Office 365 and TEAMs skill level
  • Intermediate PC proficiency.
  • Intermediate skill in word processing, presentation, and spreadsheet applications
  • Basic skill level using web-based collaborative platforms and data visualization tools
  • Basic skill using departmental BCBSAZ and BCBSA software.

Required Professional Competencies

  • Comfort in new ventures and unknown territory, thinking outside the box and developing creative solutions
  • Ability to make decisions with confidence backed by facts and validated assumptions
  • Collaborative work style with the ability to quickly identify, troubleshoot, and resolve issues.
  • Management skills in an operationally changing environment, with drive for results based on planned objectives.
  • Oversight of and ability to interpret and approve financial statements
  • Strong understanding of issues facing the healthcare industry and ability to assess risk and opportunities to BCBSAZ.
  • Strong analytical and problem-solving skills.
  • Knowledge of project management and process improvement methodologies, decision-making tools, planning tools, and data analysis tools.
  • Knowledge of technology operations, employment laws, privacy laws, and ERISA
  • Strong negotiating skills and the ability to manage complex contractual arrangements. 
  • Positive attitude and strong customer service skills
  • Interpersonal skills that allow for harmonious and productive relationships with leadership, peers and external partners
    • Recognize strategic opportunities, build a business case and use data to make timely and sound decisions.
    • Flexibility and willingness to adjust to shifting demands/priorities.
    • Ability and experience to assimilate multiple new functions, services, projects and systems while maintaining existing systems and programs.

Required Leadership Competencies

  • High standard of excellence in performance and the pursuit of aggressive goals
  • Principled leadership and sound business ethics
  • The ability to quickly identify, troubleshoot, escalate as needed and resolve issues.
  • Strong consumer and member focus and a desire to help others
  • Management skills in an operationally changing environment, with drive for results based on planned objectives
  • Strong understanding of issues facing the healthcare industry and ability to research and identify opportunities for BCBSAZ.
  • High degree of integrity and upholds the values and mission of BCBSAZ, even when it is a challenge
  • Skilled at negotiation, compromise and tact

PREFERRED COMPETENCIES

Preferred Job Skills (in addition to required job skills)
  • Advanced PC proficiency.
  • Advanced skill in word processing, presentation, and spreadsheet software.
  • Intermediate to advanced skill level using web-based collaborative platforms, data visualization tools and CRM
  • Ability to display complex quantitative data in a simple, intuitive format to present findings in a clear manner
  • Knowledge of project management and process improvement methodologies, decision-making tools, planning tools, and data analysis tools
  • Knowledge of Agile methods
  • Knowledge of and put in to practice change practices and methodologies

Preferred Professional Competencies (in addition to required professional competencies)

  • Enthusiasm and commitment to members
  • Ability to possess knowledge as well as create it
  • Unwavering desire to continuously learn and innovate
  • A desire to connect the dots and look beyond the edges of the job function for opportunity to engage, improve, or learn
  • Willingness to dive and dig deep to uncover systemic issues and root cause in support of sustainable solutions

Preferred Leadership Competencies (in addition to required leadership competencies)

  • Advanced leadership and consensus building skills
  • Doing everything you can to ensure the well-being of customers, clients and employees
  • Self-discipline and awareness of how your decisions affect others, managing your time carefully and using your energy wisely
  • Making a commitment to self-improvement
  • Conflict management experience, acting as a mediator and capable of dissolving tension and reviving the cooperation of the team.

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 azblue.com.  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 8 Days Ago

Full time

R601

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