Experienced Customer Service Representative – Remote Health Insurance Advocate for Blue Cross Blue Shield of Arizona

Introduction to Blue Cross Blue Shield of Arizona

Blue Cross Blue Shield of Arizona is a renowned, local, independent Blue Cross Blue Shield Association and a not-for-profit health insurance company headquartered in Phoenix. With a rich history dating back to 1939, the company boasts more than 2,500 dedicated employees across its offices in Phoenix, Tucson, Chandler, and Flagstaff. As a leading provider of health insurance products, services, and networks, Blue Cross Blue Shield of Arizona serves over 1.9 million Arizonans, offering a diverse range of health plans for individuals, families, and small and large businesses. Additionally, the company provides Medicare supplement plans to individuals over the age of 65, further solidifying its commitment to the well-being of the Arizona community.

Our Mission and Values

At Blue Cross Blue Shield of Arizona, our mission is to inspire health and make it easy by delivering a variety of health insurance products and services that cater to the diverse needs of individuals, families, and businesses. We strive to provide information and tools that empower individuals to make informed health decisions, ultimately contributing to a healthier and more vibrant community. Our values are rooted in excellence, privacy, compliance, and versatility, and we seek individuals who share these values and are passionate about making a positive impact in the lives of others.

Job Overview

We are seeking a highly skilled and compassionate Customer Service Representative to join our team as a remote Customer Advocate Phone Specialist. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers, addressing their inquiries and concerns, and ensuring that their needs are met with professionalism and empathy. This is a full-time, remote position that offers a unique opportunity to work from the comfort of your own home while making a meaningful difference in the lives of our customers.

Key Responsibilities

• Provide exceptional customer service, responding to customer inquiries and correspondence via telephone, written communication, and/or in-person
• Identify, research, process, resolve, and respond to customer complaints and concerns in a timely and professional manner
• Explain various aspects of our services, including contract benefits, changes in coverage, eligibility, claims, BCBSAZ programs, provider networks, and more
• Answer a high volume of health insurance-related customer calls and correspondence daily, meeting quality, quantity, and timeliness standards
• Document and record facts regarding inquiries and correspondence, updating BCBSAZ files and systems as necessary
• Demonstrate and maintain current working knowledge of required BCBSAZ systems, procedures, forms, and manuals
• Perform all other duties as assigned, contributing to the overall success of the customer service team

Essential Qualifications

• High school diploma or equivalent required
• At least 1 year of external customer service experience, preferably in the health insurance industry
• Intermediate skill in using office equipment, including copiers, fax machines, scanners, and telephones
• Detailed-oriented, with the ability to maintain confidentiality and privacy while navigating multiple computer systems and software programs

Preferred Qualifications

• Bilingual proficiency in Spanish, with the opportunity to earn an additional $1 per hour Bilingual Premium
• Previous experience in a remote or call center environment, with a proven track record of meeting performance and quality standards
• Strong knowledge of health insurance products and services, with the ability to explain complex concepts in a clear and concise manner

What We Offer

In addition to a competitive hourly rate of $18.00, with opportunities to earn more through performance and quality-based incentives and bonuses, we offer a comprehensive range of benefits, including:

• Up to 16 days PTO and 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
• Tuition Reimbursement
• Employee discounts, Gym Reimbursement, Wellness Programs, incentive bonuses, and more

Work Environment and Company Culture

At Blue Cross Blue Shield of Arizona, we prioritize the well-being and satisfaction of our employees, recognizing that a happy and healthy workforce is essential to delivering exceptional customer service. Our company culture is built on the principles of excellence, respect, and empathy, and we strive to create a work environment that is inclusive, supportive, and stimulating. As a remote employee, you will be part of a dynamic and collaborative team that values open communication, creativity, and innovation.

Career Growth Opportunities and Learning Benefits

We are committed to the growth and development of our employees, offering a range of training and development programs designed to enhance your skills and knowledge. As a Customer Service Representative, you will have access to:

• 9+ weeks of Instructor-led paid, virtual training
• Ongoing coaching and feedback to support your professional growth and development
• Opportunities for advancement and career progression within the company

Conclusion

If you are a motivated and compassionate individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at Blue Cross Blue Shield of Arizona, you will be part of a team that is dedicated to making a positive impact in the lives of others. With a competitive compensation package, comprehensive benefits, and a supportive work environment, this is an opportunity not to be missed. Apply today and take the first step towards a rewarding and challenging career in customer service!