Blue Cross Blue Shield of Arizona
Phoenix, Arizona, United States
Commercial Client and Broker Service Advocate (hybrid)
Sorry, this job has expired.
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.
- Level 1 Client and Broker Advocate - standard (Grades 10.1 - 12.3)
- Level 2 Sr. Client and Broker Advocate (Grade 13.1 - 14.3)
Deliver an exceptional client and broker experience to external client and brokers navigating the healthcare experience by creating a caring and personalized approach to outreach and coordination. This position is responsible for developing and maintaining effective internal and external relationships and providing concierge service to group benefit administrators, broker, consultant, team members and BCBSAZ associates. This role will function as the primary point of contact for clients and brokers to foster customer service improvement. Requires a broad range of operational knowledge, development, and maintenance of effective relationships with BCBSAZ employees in various departments, and with external partners. Facilitate information exchange and issue resolutions between internal business partners to ensure quick and accurate resolutions for clients and brokers.
QUALIFICATIONSREQUIRED QUALIFICATIONS
Required Work Experience
- 3 years of customer service experience
- 1 years of experience in health insurance operations and/or enrollment functions
Required Education
- High-School Diploma or GED in general field of study
Required Licenses
- N/A
Required Certifications
- N/A
PREFERRED QUALIFICATIONS
Preferred Work Experience
- 5 years of customer service experience
- 3 years of experience in health insurance operations and/or enrollment functions
Preferred Education
- Associate degree in general field of study
Preferred Licenses
- A valid Arizona driver license with an acceptable driving record if travel is required (e.g. regional employees)
- Bilingual (English/Spanish)
Preferred Certifications
- N/A
ESSENTIALJOB FUNCTIONS AND RESPONSIBILITIES
- Manage, service, and coordinate BCBSAZ issues resolutions and questions for commercial group brokers and benefit administrators via phone, email and chat to assist with a personalized approach. Answer a diverse and high volume of health insurance related inquiries on a daily basis.
- Coordinate collaborations between multiple departments to achieve desired client centric results. Working with Enrollment management, Customer Service, Pharmacy, and Sales teams to improve the internal and external client and broker experience.
- Explain insurance coverage, including all aspects of claims, benefits, and eligibility. Inquiries are documented using MV contact tracking, Salesforce cases, HRP, and in person. Refer adjustments to claims department as needed.
- Provide customer service expertise to improve relationships across internal teams, GBAs, and brokers. Utilizing in depth customer service knowledge to strengthen the relationship between clients, brokers and BCBSAZ.
- Support leadership with championing and implementing strategic initiatives and providing support to BCBSAZ internal teams.
- Partner with the clients, brokers, and internal BCBSAZ teams to ensure migration activities are seamless to the client and functions are still delivered accurately and timely. Assist with all migration activities as assigned.
- Identify areas of customer need and insight. Communicate effectively with management to prioritize and develop actions plans for targeted solutions.
- Embrace the department culture towards one of accountability, collaboration, results-orientation, and most importantly customer centricity.
- Maintain and invest in effective working relationships to ensure teamwork in achieving corporate goals.
- Respond to e-mails, telephone calls, follow-up requests, and management requests timely.
- Interact and engage with clients, brokers, and members (written and verbal) with a caring and empathetic approach when necessary
- Assist in increasing client and broker's engagement into appropriate self service functionality and offerings.
- Own the client and brokers concern all the way through to resolution no matter how many turns it takes along the way.
- Adhere to Ethics and Compliance Standards.
- Protect confidentiality of client, broker, and member information while adhering to company policies regarding confidentiality.
- Clearly document and record facts for every inquiry in appropriate systems.
- Demonstrate and maintain current working knowledge of the required BCBSAZ systems, procedures, forms, and manuals.
- Meet quality, quantity and timeliness standards to achieve individual and department performance goals as defined within the department guidelines.
- 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 other duties as assigned.
REQUIRED COMPETENCIES
Required Job Skills
- Intermediate skill in use of office equipment, including copiers, fax machines, scanner and telephones
- Type 30 to 35 words per minute with 5% error rate or less
- Intermediate PC proficiency
- Strong consumer service skills to coordinate proactive identification and resolution of healthcare needs to promote positive outcomes for members.
- Ability to prioritize tasks, follow-up and document.
- Flexible, forward thinker, listener, caring, and innovative problem-solver willing to take on challenges.
Required Professional Competencies
- Knowledge of basic medical terminology and concepts used in care management.
- High emotional intelligence to understand the consumers true needs and influence or motivate their behavior toward a healthy action.
- A strong moral compass and commitment to Blue Cross Blue Shield of Arizona core values focusing on a simplified, personalized and affordable approach to healthcare.
- Computer knowledge, including Excel and Microsoft work, and willingness to learn and adapt to a future state technology in order to navigate through internal/external computer systems.
- Ability to work both remotely and an in-office environment with the capacity to multitask independently on a computer
- Maintain confidentiality and privacy
- Practice interpersonal and active listening to achieve high customer satisfaction
- Compose and dictate a variety of business correspondence
- Interpret and translate policies, procedures, programs and guidelines
- Capable of investigative and analytical research
- Navigate, gather, input and maintain data records in multiple system applications
- Follow and accept instruction and direction
- Establish and maintain working relationships in a collaborative team environment
- Exceptional organizational and time-management skills
- Excellent communication both verbal and written and problem solving skills
- Experience in successful resolution of sensitive consumer service healthcare needs
Required Leadership Experience and Competencies
- N/A
PREFERRED COMPETENCIES
Preferred Job Skills
- Type >35 words per minute with 5% error rate or less
- Intermediate knowledge of insurance claim coding
- Intermediate understanding of dental and medical terminology
- Intermediate comprehension of anatomy and medical practices
- Discharge planning, complex care coordination, behavioral health, and/or home health experience preferred
- Oncology, behavioral health, autism, pediatrics, and/or maternity experience a plus
- Clinical background preferred (Social worker, RN, Pharmacy, MD)
Preferred Professional Competencies
- Knowledge of a wide range of subjects pertaining to the organization's service and operations
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.