Experienced Customer Service Representative - Remote Health Insurance Support Specialist

About Blue Cross Blue Shield of Arizona

Blue Cross Blue Shield of Arizona is a local, independent Blue Cross Blue Shield Association and a not-for-profit health insurance company headquartered in Phoenix. Founded in 1939, the company has more than 2,500 dedicated employees throughout its Phoenix, Tucson, Chandler, and Flagstaff offices. Providing health insurance products, services, and networks to more than 1.9 million Arizonans, Blue Cross Blue Shield of Arizona offers various health plans for individuals, families, and small and large businesses. The company also offers Medicare supplement plans to individuals over age 65.

Mission and Values

Blue Cross Blue Shield of Arizona helps to fulfill its mission of inspiring health and making it easy by delivering a variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses. The company provides information and tools to help individuals make better health decisions. At Blue Cross Blue Shield of Arizona, we believe in the importance of workability, which defines where and how we do our jobs: 100% remote, 100% in the office, or somewhere in-between.

Job Description

We are seeking a full-time, remote Customer Advocate Phone Specialist for INBOUND phone support that will assist customer inquiries and correspondence. This position has an emphasis on excellence, privacy, compliance, and versatility within the health insurance industry.

Key Responsibilities:

• Provide exceptional customer service to our members via telephone, written communication, and/or in person.


• Identify, research, process, resolve, and respond to customer inquiries and correspondence in a timely and professional manner.


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


• Typically answer 40+ calls per day and meet quality, quantity, and timeliness standards to achieve individual and department performance goals as defined within the department guidelines.


• Document and record facts regarding inquiries and correspondence by updating BCBSAZ files and system.


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


• Perform all other duties as assigned.

Requirements:

Essential Qualifications:

• High School diploma or equivalent.


• At least 1 year of external Customer Service Experience.


• Intermediate skill in use of office equipment, including copiers, fax machines, scanner, and telephones.


• Detailed oriented, maintain confidentiality and privacy, and ability to navigate multiple computer systems and software programs.

Preferred Qualifications:

• Bilingual proficiency in Spanish.


• Experience working in the health insurance industry.


• Knowledge of BCBSAZ systems, procedures, forms, and manuals.

Skills and Competencies:

To be successful in this role, you will need to possess the following skills and competencies:

• Excellent communication and interpersonal skills.


• Ability to work in a fast-paced environment and meet productivity standards.


• Strong problem-solving and analytical skills.


• Ability to maintain confidentiality and handle sensitive information.


• Proficiency in Microsoft Office and other software applications.

Career Growth Opportunities and Learning Benefits:

At Blue Cross Blue Shield of Arizona, we offer a range of career growth opportunities and learning benefits to help you develop your skills and advance your career. These include:

• 9+ weeks of instructor-led paid, virtual training.


• Tuition reimbursement.


• Employee discounts, gym reimbursement, wellness programs, incentive bonuses, and more!

Work Environment and Company Culture:

As a remote Customer Advocate Phone Specialist, you will have the flexibility to work from home and enjoy a range of benefits, including:

• Flexible scheduling.


• Opportunity to work in a fast-paced and dynamic environment.


• Collaborative and supportive team culture.

Compensation, Perks, and Benefits:

We offer a competitive compensation package, including:

• Starting hourly rate of $18.00.


• Opportunity to earn more with performance and quality-based incentives and bonuses.


• Additional $1 per hour bilingual premium for phone specialists who speak Spanish proficiently.


• Up to 16 days PTO, 11 paid holidays.


• 8 hours paid volunteer hours to serve our community!


• Up to a 12% annual bonus based on corporate goals and individual performance.


• Medical, dental, and vision coverage.


• 401(k) up to 5% dollar per dollar match.

Conclusion:

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. As a remote Customer Advocate Phone Specialist, you will have the chance to make a real difference in the lives of our members and contribute to the success of our organization. Apply now to join our team and start your career journey with Blue Cross Blue Shield of Arizona!

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