Introduction to Blue Cross Blue Shield of Arizona
Blue Cross Blue Shield of Arizona (BCBSAZ) is a renowned leader in the healthcare industry, dedicated to inspiring health and making it easy for individuals, families, and businesses across Arizona. As a Healthiest Employer award recipient, BCBSAZ prioritizes the well-being of its employees and customers alike, offering a comprehensive range of health insurance products and services tailored to meet diverse needs. With a strong commitment to helping Arizonans get healthier faster and stay healthier longer, BCBSAZ is now seeking a skilled and compassionate Customer Advocate Phone Specialist to join its team in a fully remote capacity within the state of Arizona.
Job Overview
In this critical customer-facing role, you will provide inbound phone support to healthcare customers throughout Arizona, addressing their inquiries, concerns, and needs with empathy, professionalism, and expertise. Your primary responsibilities will include identifying, researching, processing, resolving, and responding to customer inquiries via telephone and written correspondence, ensuring timely and effective solutions that enhance customer satisfaction and loyalty.
Key Responsibilities:
- Clarify and communicate contract benefits, changes in coverage, eligibility, claims, BCBSAZ programs, and provider networks to customers, ensuring they have a clear understanding of their healthcare options and services.
- Respond to a high volume of customer calls and correspondence daily, meeting quality, quantity, and timeliness standards to achieve individual and department performance goals.
- Collaborate with internal departments, external plans, providers, businesses, and government agencies to obtain information and ensure resolution of customer inquiries, demonstrating strong interpersonal and communication skills.
- Document and record facts related to inquiries and correspondence, updating BCBSAZ files and systems to maintain accurate and up-to-date records.
- Demonstrate and maintain current working knowledge of required BCBSAZ systems, procedures, forms, and manuals, staying abreast of industry developments and best practices.
Essential Qualifications
To excel in this role, you should possess:
- At least one year of experience in claims examination, health insurance, customer service, call center, medical office, or another healthcare-related field, with a proven track record of delivering exceptional customer support.
- A High School diploma or GED, with intermediate PC proficiency and strong technical skills.
- Excellent communication, active listening, and problem-solving skills, with the ability to navigate complex systems and applications.
- A strong commitment to maintaining confidentiality and privacy, with a focus on building trust and rapport with customers.
Preferred Qualifications
While not required, the following qualifications are highly desirable:
- Previous experience in a remote or call center environment, with a proven ability to work independently and manage time effectively.
- Knowledge of healthcare industry trends, regulations, and best practices, with a passion for delivering exceptional customer support and driving business results.
- Strong analytical and critical thinking skills, with the ability to interpret and translate policies, procedures, programs, and guidelines.
Skills and Competencies
To succeed in this role, you should possess:
- Excellent communication and interpersonal skills, with the ability to build rapport with customers, colleagues, and stakeholders.
- Strong problem-solving and analytical skills, with the ability to navigate complex systems and applications.
- Ability to work in a fast-paced environment, with a focus on delivering timely and effective solutions to customers.
- Strong technical skills, with intermediate PC proficiency and experience with multiple system applications.
Career Growth Opportunities and Learning Benefits
At BCBSAZ, we are committed to supporting the growth and development of our employees, offering a range of training programs, workshops, and educational opportunities to help you acquire new skills and advance your career. As a Customer Advocate Phone Specialist, you will have access to:
- Ongoing training and development programs, with a focus on customer service, communication, and technical skills.
- Opportunities for career advancement, with a range of roles and responsibilities available across the organization.
- A comprehensive benefits package, including remote, in-office, and hybrid work options, paid holidays, accrued paid time off, and comprehensive medical, dental, and vision coverage.
Work Environment and Company Culture
At BCBSAZ, we pride ourselves on our positive and inclusive work environment, with a strong focus on employee well-being, diversity, and community engagement. As a remote employee, you will be part of a dynamic and supportive team, with access to a range of resources and tools to help you succeed in your role. Our award-winning healthy campus in Phoenix is always available to you, with access to telehealth services, healthy meals and snacks, and an onsite fitness center.
Compensation, Perks, and Benefits
We offer a competitive hourly pay rate of $20.00/hr, with a range of benefits and perks, including:
- Eleven paid holidays, including a floating holiday.
- Accrued paid time off (up to 18 days per calendar year).
- Comprehensive medical, dental, and vision coverage.
- 401(k) up to 5% dollar-per-dollar match, 2% non-elective employer contribution.
- Up to 12% annual bonus based on corporate goals and individual performance.
- Eight paid volunteer hours to support our mission of inspiring health.
- Tuition reimbursement for you; scholarship opportunities for your children.
- Employee discounts, gym reimbursement, and wellness programs.
Conclusion
If you are a motivated and customer-focused individual with a passion for delivering exceptional support and driving business results, we encourage you to apply for this exciting opportunity. As a Customer Advocate Phone Specialist at BCBSAZ, you will be part of a dynamic and supportive team, with access to a range of resources and tools to help you succeed in your role. Don't miss this chance to join a leading healthcare organization and make a positive impact on the lives of Arizonans. Apply today and take the first step towards a rewarding and challenging career with BCBSAZ!
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