Customer Advocate Phone Specialist (Bilingual Traditional Mandarin/English) - Hybrid

About the role

Blue Cross Blue Shield of Arizona is urgently 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 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, and 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. This remote work opportunity requires Arizona residency and work to be performed within the State of Arizona.

Pay

Hourly pay rate: $20.50/hr + hourly bilingual incentive pay

Benefits

• Monetary incentive for bilingual speakers (must pass language assessment)
• Remote, in-office, and hybrid work options within the state of Arizona
• Eleven (11) paid holidays, including 2 floating holidays you can use any time you wish
• Accrued paid time off (up to 18 days per calendar year)
• Comprehensive medical, dental, and vision coverage
• 401(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 (8) paid volunteer hours to support our mission of inspiring health
• Tuition reimbursement for you; scholarship opportunities for your children
• Employee discounts, gym reimbursement, and wellness programs
• Treadmill desks, full-service fitness center, onsite cafeterias
• Ongoing training for employees who wish to grow in their careers, acquire skills, and become managers

Requirements

• 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
• Intermediate PC proficiency
• Advanced bilingual (Mandarin/English) skill in verbal communication
• Intermediate bilingual (Mandarin/English) skill in written communication

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 (1) year of experience in claims examination, health insurance, customer service, call center, medical office, or other healthcare-related field
• High School diploma or GED
• Within 45 days of hire in member concierge, Mi Consejero Azul, or areas supporting sales, employee must hold an active, current, and unrestricted AZ Department of Insurance Health Insurance License

About Us

Blue Cross Blue Shield of Arizona (BCBSAZ) is committed to helping Arizonans get healthier faster and stay healthier longer. With a mission to inspire health and make it easy, BCBSAZ offers health insurance and related services to more than 1.9 million customers. BCBSAZ, a non-profit company, is an independent licensee of the Blue Cross Blue Shield Association. The company and its subsidiaries employ more than 2,500 people in its Phoenix, Flagstaff, and Tucson offices.