Blue Cross Blue Shield of Arizona
Associate Account Manager-Small Group Sales - Hybrid
Blue Cross Blue Shield of Arizona, Phoenix, Arizona, United States, 85003
Awarded a Healthiest Employer, Blue Cross Blue Shield of Arizona aims to fulfill its mission to inspire health and make it easy.AZ Blue offersa variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.This position is hybrid within the state of AZ only.
This hybrid work opportunity requires residency, and work to be performed, within the State of Arizona.PURPOSE OF THE JOB
Responsible for the servicing and management of all mid-market employer groups with 51-300 eligible employees. In partnership with the Client Service Manager will play a key role in a high volume, focused and performance driven commercial segment. Develop and maintain effective relationships with employers, brokers, team members and BCBSAZ departmental associates.Acts as a customer advocate by providing direct communication to resolve escalated service inquiries with urgency. Manages broker/customer expectations while striving to achieve prompt resolution of issues by collaborating with internal functional experts (i.e., billing and claims analysts, etc). Research issues to analyze root causes, determine corrective action, and ensure resolution is completed internally.Track and analyze process metrics to determine root causes of issues. Review metrics with Sr. Manager, Client Services to make improvement recommendations by maintaining a departmental service log.Coordinate and conduct formal/informal well-structured and precise enrollment meetings to maximize membership growth.REQUIRED QUALIFICATIONSRequired Work Experience
2 years of customer service experience analyzing and solving customer issuesRequired EducationHigh School Diploma or GED in General Field of StudyRequired LicensesResident Life and Disability license required or can be obtained within 90 days of date of hireRequired CertificationsN/APREFFERED QUALIFICATIONSPreferred Work Experience
N/APreferred EducationN/APreferred LicenseN/APreferred CertificationsN/AESSENTIAL JOB FUNTIONS AND RESPONSIBILITIES
Call providers to verify benefits for immediate care needsNon-Cor Blue service issues to include - Health Equity, Optum, Specialty, BlueCardPrior carrier deductible report credits coordination BCBS/client programming inquiriesCPA changesEmployer AmendmentsPacket RequestsID card issuesNo State approvalsAdmin/portal trainingSection code requestsOpen Enrollment spreadsheet review and handlingGain complete understanding of BCBSAZ policies, procedures, and workflows.Ensure receipt of signed Group Master Contracts and amendments when required as well as facilitate and resolve issues/changes from brokers or groups relating to these documents.Service and coordinate the BCBSAZ products and services to employer groups.Assist client service manager in the installation of new group account.Assist in completing renewal group paperwork.Provide training to brokers/groups on BCBSAZ capabilities.Monitor and maintain the integrity of the electronic workflow queues.Assist account management staff in promoting wellness initiatives to our groups.Provide monthly service activity reports to Sr. Manager Client ServicesFollow up with brokers/groups on delinquent accounts.Maintain the knowledge to discuss BCBSAZ policy and procedural changes to brokers/groups as needed.REQUIRED COMPETENCIESRequired Job Skills
Microsoft Office skillsExceptional writing and presentation skills, including the ability to clearly and concisely explain technical information to a variety of audiencesExceptional research, organizational and project management skillsAbility to multi-task including understanding multiple products and benefits within each productAbility to articulate clearly via email and phoneAbility to work well in a fast-paced environment with competing prioritiesCompassionateIssue ownership to provide end to end resolution
Required Professional CompetenciesManage projects independentlyImprove customer experience through daily work functionAnalyze issues and summarize for managementAbility to work cooperatively and effectively with staff from all divisions and all levelsPREFERRED COMPETENCIESPreferred Job SkillsKnowledge of internal BCBSAZ service systems and people for issue resolution managementDisplay ingenuity to anticipate and meet unexpected situationsAbility to adapt to new software applications and a frequently changing workflow environmentMaximum organizational skills to meet productivity goalsPreferred Professional CompetenciesN/APreferred Leadership Experience and CompetenciesN/AOur CommitmentAZ Blue does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.Thank you for your interest in Blue Cross Blue Shield of Arizona. For more information on our company, see azblue.com. If interested in this position, please apply.
This hybrid work opportunity requires residency, and work to be performed, within the State of Arizona.PURPOSE OF THE JOB
Responsible for the servicing and management of all mid-market employer groups with 51-300 eligible employees. In partnership with the Client Service Manager will play a key role in a high volume, focused and performance driven commercial segment. Develop and maintain effective relationships with employers, brokers, team members and BCBSAZ departmental associates.Acts as a customer advocate by providing direct communication to resolve escalated service inquiries with urgency. Manages broker/customer expectations while striving to achieve prompt resolution of issues by collaborating with internal functional experts (i.e., billing and claims analysts, etc). Research issues to analyze root causes, determine corrective action, and ensure resolution is completed internally.Track and analyze process metrics to determine root causes of issues. Review metrics with Sr. Manager, Client Services to make improvement recommendations by maintaining a departmental service log.Coordinate and conduct formal/informal well-structured and precise enrollment meetings to maximize membership growth.REQUIRED QUALIFICATIONSRequired Work Experience
2 years of customer service experience analyzing and solving customer issuesRequired EducationHigh School Diploma or GED in General Field of StudyRequired LicensesResident Life and Disability license required or can be obtained within 90 days of date of hireRequired CertificationsN/APREFFERED QUALIFICATIONSPreferred Work Experience
N/APreferred EducationN/APreferred LicenseN/APreferred CertificationsN/AESSENTIAL JOB FUNTIONS AND RESPONSIBILITIES
Call providers to verify benefits for immediate care needsNon-Cor Blue service issues to include - Health Equity, Optum, Specialty, BlueCardPrior carrier deductible report credits coordination BCBS/client programming inquiriesCPA changesEmployer AmendmentsPacket RequestsID card issuesNo State approvalsAdmin/portal trainingSection code requestsOpen Enrollment spreadsheet review and handlingGain complete understanding of BCBSAZ policies, procedures, and workflows.Ensure receipt of signed Group Master Contracts and amendments when required as well as facilitate and resolve issues/changes from brokers or groups relating to these documents.Service and coordinate the BCBSAZ products and services to employer groups.Assist client service manager in the installation of new group account.Assist in completing renewal group paperwork.Provide training to brokers/groups on BCBSAZ capabilities.Monitor and maintain the integrity of the electronic workflow queues.Assist account management staff in promoting wellness initiatives to our groups.Provide monthly service activity reports to Sr. Manager Client ServicesFollow up with brokers/groups on delinquent accounts.Maintain the knowledge to discuss BCBSAZ policy and procedural changes to brokers/groups as needed.REQUIRED COMPETENCIESRequired Job Skills
Microsoft Office skillsExceptional writing and presentation skills, including the ability to clearly and concisely explain technical information to a variety of audiencesExceptional research, organizational and project management skillsAbility to multi-task including understanding multiple products and benefits within each productAbility to articulate clearly via email and phoneAbility to work well in a fast-paced environment with competing prioritiesCompassionateIssue ownership to provide end to end resolution
Required Professional CompetenciesManage projects independentlyImprove customer experience through daily work functionAnalyze issues and summarize for managementAbility to work cooperatively and effectively with staff from all divisions and all levelsPREFERRED COMPETENCIESPreferred Job SkillsKnowledge of internal BCBSAZ service systems and people for issue resolution managementDisplay ingenuity to anticipate and meet unexpected situationsAbility to adapt to new software applications and a frequently changing workflow environmentMaximum organizational skills to meet productivity goalsPreferred Professional CompetenciesN/APreferred Leadership Experience and CompetenciesN/AOur CommitmentAZ Blue does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.Thank you for your interest in Blue Cross Blue Shield of Arizona. For more information on our company, see azblue.com. If interested in this position, please apply.