Customer Care Advocate (Medicaid)

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.

At AZ Blue, we have a hybrid workforce strategy, called Workability, that offers flexibility with how and where employees work. Our positions are classified as hybrid, onsite or remote. While the majority of our employees are hybrid, the following classifications drive our current minimum onsite requirements:

• Hybrid People Leaders: must reside in AZ, required to be onsite at least once per week

• Hybrid Individual Contributors: must reside in AZ, unless otherwise cited within this posting, required to be onsite at least once per month

• Onsite: daily onsite requirement based on the essential functions of the job

• Remote: not held to onsite requirements, however, leadership can request presence onsite for business reasons including but not limited to staff meetings, one-on-ones, training, and team building

Please note that onsite requirements may change in the future, based on business need, and job responsibilities. Most employees should expect onsite requirements and at a minimum of once per month.

This position is remote/hybrid within the state of AZ only

PURPOSE OF THE JOB

This is a highly specialized customer service position with an emphasis on excellence, privacy, compliance and versatility within the health insurance industry. The position will identify, research, process, resolve and respond to customer inquiries and correspondence via telephone, written communication and/or in person.

Scope of the position includes accountabilities that support the following programs: 1. Utilization Management, 2. Member Relations and 3. Network Management.

QUALIFICATIONS

REQUIRED QUALIFICATIONS

1. Required Work Experience

1 years of experience in claims examination, health insurance, customer service, call center, medical office, or

other healthcare-related field

2. Required Education

High-School Diploma or GED in general field of study

3. Required Licenses

N/A

4. Required Certifications

N/A

PREFERRED QUALIFICATIONS

1. Preferred Work Experience

2 year(s) of experience in claim processing, customer service, call center, health insurance, medical office, or other healthcare-related field

2. Preferred Education

Associate's Degree in general field of study

3. Preferred Licenses

A valid Arizona driver license with an acceptable driving record if travel is required (e.g. regional employees)

Active, current, and unrestricted AZ Department of Insurance Health Insurance License for member concierge, Mi Consejero Azul, or areas supporting sales

4. Preferred Certifications

N/A

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES

Identify, research, process, resolve and respond to customer inquiries and correspondence via telephone, written communication and/or in person.

Answer a diverse and high volume of health insurance related customer calls and correspondence daily.

Meet quality, quantity and timeliness standards to achieve individual and department performance goals as defined within the department guidelines.

Explain to customers a variety of information concerning the organizations services, including but not limited to, contract benefits, changes in coverage, eligibility, claims, BCBSAZ programs, provider networks, etc.

Consult and coordinate with various internal departments, external plans, providers, businesses, and government agencies to obtain information and ensure resolution of customer inquiries.

Document and record facts in regard to inquiries and correspondence by updating BCBSAZ files and system.

Demonstrate and maintain current working knowledge of the required BCBSAZ systems, procedures, forms and manuals.

Utilization Management-related accountabilities for FEP staff include: - Review of healthcare service requests for completeness of information - Collection and/or transfer of non-clinical data

Utilization Management-related accountabilities for Provider Assistance staff include: - Review of healthcare service requests for completeness of information - Collection and/or transfer of non-clinical data - Collection of defined clinical data using structured scripts or tools - Activities that do not require interpretation of clinical information or decisions regarding utilization of any clinical criteria for handling of a request for healthcare services or treatment

Travel may be required for employees in regional offices

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.

COMPETENCIES

REQUIRED COMPETENCIES

1. 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

Advanced bilingual (Spanish/English) skill in verbal communication - Mi Consejero Azul only

Intermediate bilingual (Spanish/English) skill in written communication - Mi Consejero Azul only

2. Required Professional Competencies

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

3. Required Leadership Experience and Competencies

N/A

PREFERRED COMPETENCIES

1. 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

2. Preferred Professional Competencies

Knowledge of a wide range of subjects pertaining to the organization's service and operations

3. 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.