Commercial Client and Broker Service Advocate (hybrid)

JOB LEVEL DEFINITIONS

• Level 1 Client and Broker Advocate - standard (Grades 10.1 - 12.3)

• Level 2 Sr. Client and Broker Advocate (Grade 13.1 - 14.3)

PURPOSE OF THE JOB

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.

QUALIFICATIONS

REQUIRED 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.