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

Customer Service Representative – Bilingual Traditional Mandarin/English Speaker

Blue Cross Blue Shield of Arizona (BCBSAZ) is urgently hiring a full-time, Hybrid (within the state of Arizona) 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 as a BCBSAZ customer service representative 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
• Provider networks

This remote work opportunity requires Arizona residency and work to be performed within the State of Arizona.

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

Our benefits support work-life balance and the flexibility you need to be your best. They include:

• 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

To thrive in this job, you must be able to:

• 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

We are looking for someone with:

• 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

Why Join Blue Cross Blue Shield of Arizona?

At BCBSAZ, your pursuit of balance, happiness, and fulfillment is supported through our Workability model. Workability is our future hybrid workforce strategy and defines where and how we do our jobs: 100% remote, 100% in the office or somewhere in-between.

No matter where you choose to work, we want you to be well. Our award-winning healthy campus in Phoenix is always available to…