Blue Cross Blue Shield of Arizona
Phoenix, Arizona, United States
Client Service Manager, Large Group (AZ Health & Life license Required)
Job Description
Awarded a Healthiest Employer, Blue Cross Blue Shield of Arizona aims to fulfill its mission to inspire health and make it easy. AZ Blue offers 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.
Serve as primary contact for health insurance customers in assigned market, and provide high levels of client service to retain business, improve customer satisfaction, increase new and renewal sales, and identify and solve client issues.
REQUIRED QUALIFICATIONS
Required Work Experience
Level 1 2 years Experience in customer service, account management, or sales
Level 2 4 years Experience in customer service, account management, or sales
Level 3 6 years Experience in customer service, account management, or sales
Level 2 2 years Working in health insurance or similar field
Level 3 3 years Working in health insurance or similar field
Required Education
- High-School Diploma or GED in general field of study (All Levels)
Required Licenses
- An active, current, and unrestricted Arizona (a state in the US) Department of Insurance Health or Health and Life Insurance License (All Levels)
- Valid Arizona driver license with acceptable driving record (All Levels)
Required Certifications
- N/A
PREFERRED QUALIFICATIONS
Preferred Work Experience
Level 1 4 years Experience in customer service, account management, or sales
Level 2 6 years Experience in customer service, account management, or sales
Level 3 8 years Experience in customer service, account management, or sales
Level 1 2 years Working in health insurance or similar field
Level 2 4 years Working in health insurance or similar field
Level 3 6 years Working in health insurance or similar field
Preferred Education
- Bachelors degree in business or related field of study (All Levels)
Preferred Licenses
- Active, current, and unrestricted AZ Department of Insurance Property and Casualty License (All Levels)
Preferred Certifications
- Industry Professional Designations (All Levels)
ESSENTIAL job functions AND RESPONSIBILITIES
Level 3 - Large Group CSM
Client Services
- Research, communicate, and resolve any service issues for assigned clients
- Establish business relationships with group customers
- Create a bond with clients at multiple organizational levels to foster a strong sense of service to their account.
- Educate group customers on administration and plan changes
- Proactively visit group customers to increase customer service and local presence
- Act as a liaison between group customers and internal operations
Employee Events
- Coordinate benefit fairs, and open enrollment meetings
- Coordinate health fairs (level 3)
- Create presentation materials and conducts enrollment meetings for new and renewing groups.
- Organize internal personnel for any support needed for events
Strategic Support and Retention
- Support Strategic Relationship Executives in developing strategy and tactics for account renewal
- Ensure benchmark data and other presentation materials are completed and aligned with strategic needs of account
- Manage assigned book of business with emphasis on retention and effective sales strategies
ALL LEVELS
- 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 .
REQUIRED COMPETENCIES
Required Job Skills
- Strong written and verbal communications
- Intermediate PC proficiency
- Intermediate skill in use of office equipment, including copiers, fax machines, scanners and telephones
- Intermediate skill in word processing, presentation, spreadsheet and sales automation software
- Knowledge of policies, procedures, products, and guidelines necessary to translate and communicate to customers
Required Professional Competencies
- Customer service skills in an operationally changing environment, with drive for results and success based on planned objectives
- Ability to represent and display professional style, pride, and adhere to dress code and departmental standards
- Interpersonal and active listening skills necessary to achieve customer service satisfaction and departmental standards with brokers, customers, members, and coworkers
- Identify customer needs and issues, and provide feedback to improve client service processes and procedures
- Ability to communicate and present effectively in a 1-1 or group setting
- Ability to deal with the unpredictability of the insurance business and minimize the variance between predicted and actual outcomes
- Flexibility and willingness to adjust to shifting demands/priorities
- Ability to identify and communicate reasons behind renewal rate actions
- Ability and to assimilate new functions, services, and systems while maintaining existing systems and programs
- Ability to maintain confidentiality and privacy
- Ability to recognize strategic opportunities and use data to make timely and sound decisions (Levels 2 and 3)
Required Leadership Experience and Competencies
- High standard of performance while pursuing aggressive goals
- Principled approach to business and sound business ethics
PREFERRED COMPETENCIES
Preferred Job Skills
- Knowledge of BCBSAZ plans, products, funding arrangements
- Intermediate skill with BCBSAZ internal sales systems and software
Preferred Professional Competencies
- N/A
Preferred Leadership Experience and Competencies
- N/A
Our Commitment
AZ Blue 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 azblue.com. If interested in this position, please apply.