Blue Cross Blue Shield of Arizona Is Hiring A Customer Advocate Phone Specialist Bilingual

Join Our Award-Winning Team at Blue Cross Blue Shield of Arizona! 🏆

Recognized as a Healthiest Employer, Blue Cross Blue Shield of Arizona is dedicated to inspiring health and simplifying wellness. We offer diverse health insurance products and services tailored to individuals, families, and businesses of all sizes, empowering everyone to make informed health decisions.

Our Workforce Strategy: Workability

At AZ Blue, we embrace a hybrid workforce strategy called Workability, providing flexibility in how and where our employees work. Our positions are classified into three main categories:

• Hybrid: Work both remotely and onsite, with specific onsite requirements based on role
• Onsite: Daily onsite presence required
• Remote: No onsite requirement, though presence may be requested for business reasons

Onsite Requirements by Role

• Hybrid People Leaders: Must reside in AZ and be onsite at least twice per week
• Hybrid Individual Contributors: Must reside in AZ and be onsite at least once per week (unless otherwise specified)
• Hybrid Operational Roles (e.g., Customer Service, Claims Processors):
• Must reside in AZ and be onsite at least once per month (unless otherwise specified)
• Onsite: Daily onsite attendance required based on job functions
• Remote: No onsite requirement; leadership may request presence as needed

Please note that onsite requirements may evolve based on business needs and job responsibilities. Generally, most employees can expect to be onsite at least once weekly.

Customer Service Representative - Bilingual (Mandarin/English) 🌟

Blue Cross Blue Shield of Arizona is hiring urgently for a full-time, virtual hybrid Customer Service Representative within Arizona to deliver inbound support to healthcare customers across the state. This role involves responding to customer inquiries via phone and written correspondence with a focus on clarity and assistance.

Key Responsibilities

• Identify, research, process, and resolve customer questions on topics such as:
• Contract benefits
• Coverage changes
• Eligibility and claims
• BCBSAZ programs and provider networks
• Assist customers by clarifying healthcare services, benefits, and policies
• Document all interactions accurately in our systems
• Coordinate with internal departments, external entities, providers, and government agencies as needed

What To Expect 🎯

Be part of an energetic, diverse environment committed to improving the quality of life in Arizona. Our accolades include being named a Best Places to Work and a Most Admired Company in Arizona.

This remote position requires Arizona residency and work within the state.

Compensation & Benefits 💰

Hourly pay: $20.00/hr plus bilingual incentive pay.

• Monetary incentive for bilingual proficiency (assessment required)
• Flexible work options: remote, in-office, hybrid within AZ
• Eleven paid holidays, including 2 floating holidays
• Up to 18 days of accrued paid time off annually
• Comprehensive medical, dental, and vision coverage
• 401(k) with up to 5% match plus 2% employer contribution
• Up to 12% annual bonus based on performance and goals
• 8 paid volunteer hours to support community health
• Tuition reimbursement and scholarship opportunities for employees and their children
• Employee discounts, gym reimbursement, wellness programs, and onsite amenities like treadmill desks and cafeterias
• Ongoing career development and leadership training

Qualifications & Skills ✅

• At least 1 year of experience in claims examination, health insurance, customer service, or related fields
• Intermediate PC proficiency
• Advanced bilingual skills (Mandarin & English) in verbal communication
• Intermediate bilingual skills in written communication
• Ability to maintain confidentiality and privacy
• Strong interpersonal and active listening abilities
• Competence in composing and dictating business correspondence
• Ability to interpret policies and procedures accurately
• Proficiency in navigating multiple systems and databases
• Team-oriented mindset with ability to follow instructions and collaborate effectively

Primary Responsibilities

• Respond to customer inquiries via phone, email, or in person
• Manage high-volume health insurance-related communications daily
• Meet quality, quantity, and timeliness standards for individual and team performance
• Coordinate with internal and external stakeholders to resolve inquiries
• Update customer records accurately in our systems
• Maintain current knowledge of systems, procedures, and policies