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.

Purpose of the job

Functions as the main point of contact and owner of all Workforce Management functions for one or more assigned line of business, which includes providing detailed analysis on an ongoing basis. Utilizes discretion and independent judgement to manage workload volumes, agent support, and SLAs. Role includes creation and maintenance of optimized workforce schedules based on prepared forecasting models and business needs. Closely supports all staff and leadership within assigned line of business . Provides workforce management workload assignment and balancing requirements for work peaks and valleys to ensure the timely completion of work. Conducts continuous real-time analysis of shedule adherence and communicates issues with assigned segment staff to resolve. Identifies opportunities for optimizing scheduling to maximize service and quality. Partners with operational leadership to support their needs within a fast paced and evolving environment.

 

ESSENTIAL job functions AND RESPONSIBILITIES

  • Collaborate closely with assigned business segment staff and leadership to provide dedicated Workforce Management support
  • Works in the service of functional business areas to meet business needs by providing independent perspective, analysis and recommendations to achieve overall business objectives
  • Analyze and validate forecast volume, capacity and staffing data
  • Build, publish, and maintain optimized work schedules for one or more service centers
  • Analyze and track aging back office inventory to ensure accurate workload assignment and successful achievement of service level agreements
  • Monitor call queues throughout the day and notify assigned business segment staff and leadership of un-forecasted spikes or impacts to service levels
  • Perform historical and real-time queue monitoring to ensure appropriate staffing levels and skill alignment are maintained to reach established customer service standards
  • Analyze, audit, and communicate schedule adherence, including scheduled and unscheduled absences, and daily activity
  • Provide cross coverage for other business segments as needed
  • Manage all non-production work activities, such as meetings, training, FMLA, and time off requests, to ensure minimum staffing levels are maintained to achieve service levels
  • Analyze enterprise health and application performance for potential impacts to operational readiness to serve
  • Conduct analysis and report on trends, including strategic analysis of workload traffic and leveraging system insight and business acumen to make intraday and intraweek recommendations to segment leaders
  • Identify and work with IT partners to resolve system downtime, which may include escalation to leadership throughout organization
  • Represent Workforce Management in meetings and workgroups as a leader fluent in WFM methodologies and strategies
  • Support other Workforce Management team members by providing valuable segment insight and highlighting opportunities for improvement
  • Research and support various Workforce Management duties and tasks as needed
  • 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.



Qualifications

REQUIRED QUALIFICATIONS

  1. Required Work Experience
    • 3 years of experience in enrollment, claims, or service center operations
    • 1 year of experience in workforce management field

 

  1. Required Education
    • High-School Diploma or GED in general field of study

 

  1. Required Licenses

 

  1. Required Certifications

 

 

 

PREFERRED QUALIFICATIONS

  1. Preferred Work Experience
    • 5 years of experience in enrollment, claims, or service center operations
    • 3 years of experience in work management (scheduling/adherence) field

 

  1. Preferred Education
    • Bachelor’s degree in general field of study

 

  1. Preferred Licenses
    • N/A

 

Qualifications

REQUIRED QUALIFICATIONS

  1. Required Work Experience
    • 3 years of experience in enrollment, claims, or service center operations
    • 1 year of experience in workforce management field

 

  1. Required Education
    • High-School Diploma or GED in general field of study

 

  1. Required Licenses

 

  1. Required Certifications

 

 

 

PREFERRED QUALIFICATIONS

  1. Preferred Work Experience
    • 5 years of experience in enrollment, claims, or service center operations
    • 3 years of experience in work management (scheduling/adherence) field

 

  1. Preferred Education
    • Bachelor’s degree in general field of study

 

  1. Preferred Licenses
    • N/A

 

  1. Preferred Certifications
  • N/A

 

competencies

REQUIRED COMPETENCIES

  1. Required Job Skills
    • Strong analytical skills
    • Effective written and verbal communication skills with both onsite and virtual staff
    • Intermediate skill in use of office equipment including copier, fax machine, scanner, and telephones
    • Strong understanding of call center operations and associated technologies
    • Strong written/verbal communication, interpersonal, and presentation skills
    • Advanced PC/application proficiency
    • Strong skill in word processing, spreadsheet, and database software
  1. Required Professional Competencies
    • Establish and maintain working relationships in a collaborative team environment
    • Ability to work independently, multi-task and meet deadlines
    • Ability to interact with and present solutions to stakeholders in multiple business segments, including all levels of leadership
    • Ability to prioritize, organize and summarize data from multiple sources
    • Effective organization and time management skills with the ability to work under pressure
    • Flexibility and willingness to adjust to shifting demands/priorities
    • Work style that assigns a sense of urgency, with emphasis on the importance of timeliness and functional transparency
  1. Required Leadership Experience and Competencies

 

PREFERRED COMPETENCIES

  1. Preferred Job Skills
    • N/A

 

  1. Preferred Professional Competencies
    • N/A

 

  1. Preferred Leadership Experience and Competencies
    • N/A

 

 

 

Application Instructions

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