Customer Service Representative

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.

This is a hybrid work opportunity that requires work and residency within the state of Arizona.

Blue Cross Blue Shield of Arizona (BCBSAZ) is hiring a full-time, hybrid Customer Service Representative to provide inbound phone support to healthcare customers throughout Arizona.

In this customer care role, you will identify, research, process, resolve, and respond to customer inquiries via telephone and written correspondence.

Your work as a BCBSAZ customer service representative will involve clarifying to customers a variety of specifics pertinent to the organization’s healthcare services, including :

• Contract benefits
• Changes in coverage
• Eligibility
• Claims
• BCBSAZ programs
• Provider networks

What to Expect

As you work to help us improve the quality of life for Arizonans, expect to thrive in an energetic, diverse environment, championed by an organization consistently named a Best Places to Work and Most Admired Company in Arizona.

Hourly pay rate : $20.50 / hour

Inspiring Health in Arizona Starts with You

Our benefits support work-life balance and the flexibility you need to be your best.

They include :

• Eleven paid holidays, including a floating holiday you can use any time you wish
• Accrued paid time off (up to 18 days per calendar year)
• Comprehensive medical, dental, and vision coverage

k) up to 5% dollar-per-dollar match, 2% non-elective employer contribution

• Up to 12% annual bonus based on corporate goals and individual performance
• Eight paid volunteer hours to support our mission of inspiring health
• Tuition reimbursement for you; scholarship opportunities for your children
• Life Style Spending Account to assist with gym reimbursement and wellness programs
• Employee discounts
• Treadmill desks, full-service fitness center, onsite healthy eating options
• Ongoing training for employees who wish to grow in their careers, acquire skills, and become managers

To thrive in this job, you must be able to :

• 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
• 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

We are looking for someone with :

Intermediate PC proficiency

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 on a daily basis
• Meet quality, quantity, and timeliness standards to achieve individual and department performance goals as defined within the department guidelines
• 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 related to inquiries and correspondence by updating BCBSAZ files and systems
• Demonstrate and maintain current working knowledge of the required BCBSAZ systems, procedures, forms, and manuals

Qualifications

• At least one year of experience in claims examination, health insurance, customer service, call center, medical office, or other healthcare-related field
• High School diploma or GED

Why Join Blue Cross Blue Shield of Arizona?

At BCBSAZ, your pursuit of balance, happiness, and fulfillment is supported through our Workability model. Workability is our workforce strategy and defines where and how we do our jobs : % remote, % in the office or somewhere in-between (hybrid).

No matter where you choose to work, we want you to be well. Our award-winning healthy campus in Phoenix is always available to you.

Access telehealth services at our BlueCare Anywhere kiosk, fuel up with healthy meals and snacks at our cafe (The Hub), and make the most of our onsite fitness center by taking advantage of personal trainers, a nutritionist, Health Support programs, and daily group fitness classes, including spin, yoga, and Zumba.