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

Blue Cross Blue Shield of Arizona•Phoenix, AZ

20h•Hybrid

About The Position

Blue Cross Blue Shield of Arizona (BCBSAZ), an organization awarded as a Healthiest Employer, aims to inspire health and make it easy for Arizonans. BCBSAZ offers a variety of health insurance products and services to individuals, families, and businesses, along with tools for better health decisions. The company operates with a hybrid workforce strategy called Workability, offering flexibility in work location (hybrid, onsite, or remote). For this specific role, classified as Hybrid 2 (Operational), employees must reside in Arizona and are required to be onsite at least once per month. BCBSAZ is urgently hiring a full-time, virtual hybrid Customer Service Representative to provide inbound phone support to healthcare customers across Arizona. In this customer care role, the representative will identify, research, process, resolve, and respond to customer inquiries via telephone and written correspondence. This involves clarifying specifics related to contract benefits, coverage changes, eligibility, claims, BCBSAZ programs, and provider networks. The company is consistently recognized as a Best Places to Work and Most Admired Company in Arizona, fostering an energetic and diverse environment.

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
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

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

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