Dedicated and Empathetic Customer Service Representative

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 has grown to employ over 2,500 dedicated individuals 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 more than 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 a passion for excellence, a commitment to privacy and compliance, and a dedication to versatility within the health insurance industry. 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 via inbound phone calls, addressing their inquiries, and resolving their concerns in a timely and professional manner. If you are a customer-focused individual with a passion for delivering outstanding service, we encourage you to apply for this exciting opportunity. Key Responsibilities Provide exceptional customer care by identifying, researching, processing, resolving, and responding to customer inquiries and correspondence via telephone, written communication, and/or in-person interactions. Act as a member advocate by explaining 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 to achieve individual and department performance goals. Document and record facts regarding inquiries and correspondence by updating BCBSAZ files and systems. 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 goals and quality standards. Strong knowledge of health insurance products, services, and networks, with the ability to explain complex information in a clear and concise manner. What We Offer In addition to a competitive starting 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 are committed to creating a work environment that is supportive, inclusive, and empowering. Our company culture is built on a foundation of respect, integrity, and a passion for excellence. We believe in fostering a sense of community and camaraderie among our employees, with opportunities for professional growth, development, and recognition. As a remote Customer Advocate Phone Specialist, you will be an integral part of our team, working collaboratively with colleagues to deliver exceptional customer service and drive business success. Career Growth Opportunities and Learning Benefits At Blue Cross Blue Shield of Arizona, we are dedicated to helping our employees grow and develop in their careers. We offer a range of training and development programs, including: 9+ weeks of Instructor-led paid, virtual training to ensure your success in the role. Ongoing coaching and feedback to help you achieve your performance goals. Opportunities for career advancement and professional growth within the company. Access to a range of learning resources and development tools to support your continued growth and development. Conclusion If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity to join our team as a remote Customer Advocate Phone Specialist. With a competitive compensation package, comprehensive benefits, and a supportive work environment, this is an ideal opportunity to take your career to the next level and make a meaningful difference in the lives of our customers. Apply today and discover the rewards of working with a leading health insurance provider in Arizona. Blue Cross Blue Shield of Arizona is an equal opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds and perspectives. Imagine doing life-changing work and helping more than one million Arizonans live healthier and longer lives. That's the kind of satisfaction you'll find when you work with us. Our exceptional teams in Phoenix, Tucson, Chandler, and Flagstaff have been transforming healthcare for more than 80 years. Explore what's possible with a career at Blue Cross BlueShield of Arizona. Apply for this job