Awarded a Healthiest Employer, Blue Cross Blue Shield of Arizona aims to fulfill its mission to inspire health and make it easy. BCBSAZ offers a 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 remote work opportunity requires residency, and work to be performed, within the State of Arizona
Purpose of the Job
Specialized customer service position responsible for working directly with customers and stakeholders to listen, understand, and resolve, when possible any question or issue related to the use of our websites and secure portals. In this role, the Digital Support Specialist is charged with taking phone calls, responding to emails and reviewing survey responses from members, providers, employer groups, brokers, and visitors.
Qualifications
REQUIRED QUALIFICATIONS
Required Work Experience
Call center experience, working with external customers/users over the phone (customer service) while adhering to established performance standards
- Level 1 - 1 year
- Level 2 - 3 years
- Level 3 - 4 years
Health insurance industry, insurance payer or medical practice billing experience
- Level 1 - 1 year
- Level 2 - 2 years
- Level 3 - 4 years
Providing external end-user support for web portal or digital services
- Level 2 - 2 years
- Level 3 - 4 years
Required Education
- High-School Diploma or GED in General field of study (All levels)
Required Licenses
Required Certifications
PREFERRED QUALIFICATIONS
Preferred Work Experience
Providing technical support for web based capabilities in a healthcare related environment
- Level 1 - 3 years
- Level 2- 4 years
- Level 3 - 5 years
Intermediate Excel skills to include complex formulas, tables, graphs, and charts
- Level 1 - 2 year
- Level 2 - 3 years
- Level 3 - 5 years
Authoring, maintaining and organizing department policies, procedures and workflows
- Level 1 - 2 years
- Level 2 - 3 years
- Level 3 - 4 years
Preferred Education
- Associate's Degree in computer technology or a related field of study (All Levels)
Preferred Licenses
Preferred Certifications
- Business Analyst Certification (All Levels)
ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES
Level 1
- Answers and thoroughly documents all customer (internal and external) support calls in the designated call tracking tool
- Delivers on team and individual performance metrics including speed to answer, quality audits, and abandon rate
- Initiates call escalation when the scope of the call falls into the area of level 2 analytical/technical support and actively participates in the resolutions of the issue
- Maintains open lines of communication with customers from initial report of issue through resolution
- Assist customers with the Internet registration process that provides access to BCBSAZs’ suite of web based capabilities
- Conducts initial research and performs level 1 triage analysis of issues relating to all web portals and mobile apps provided by BCBSAZ to members, providers, brokers, employers, and guests
- Actively coordinates and informs the Analyst of new or ongoing issues
- Advises the accountable team of HIPAA related issues or requests
- Maintains a detailed understanding of all processes and procedures relevant to customer support and is able to consistently execute assigned tasks with a high degree of accuracy and timeliness
- Identifies opportunities for improving processes and tools
- Advise Manager or Lead of critical or ongoing issues impacting the stability or functionality of the BCBSAZ web portals timely
- Ensures URAC Complaint Reporting is completed accurately and timely
- Works under the general supervision of the Team Lead and /or Manager
Level 2
- Represents Digital Solutions on site at Blue Event functions as requested by manager
- Identifies and documents opportunities to improve processes and tools
- May be assigned to coordinate the issues, resolutions and training for a specific portal
- Provides specific training to peers as directed
- Serves as a subject matter expert on small to medium projects or initiatives as defined by the Lead or Manager
Level 3
- Facilitates the implementation of improved processes and tools
- Supports the Digital Agile teams as subject matter experts, attends meetings demonstrating new capabilities, and is responsible for ensuring changes are shared with team as directed.
- Serves as a subject matter expert on medium to large projects or initiatives as defined by the Manager
- Keeps Manager informed of critical issues and makes recommendations for resolution
- Provides feedback and recommendations to Manager so that reoccurring issues can be addressed timely
- Actively coordinates with other teams to ensure a positive experience for all BCBSAZ customers
ALL LEVELS
- Each progressive level includes the ability to perform the essential functions of any lower levels.
- The position requires a full-time work schedule. Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements.
- Perform all other duties as assigned
REQUIRED COMPETENCIES
Required Job Skills (All Levels)
- Exceptional and enthusiastic customer centric support skills
- Superb active listening skills to evaluate the customers’ business and technical needs
- Ability to build rapport and credibility with customers, partners and colleagues
- Strong problem solving and investigative skills; initiative
- Exceptional organizaitonal skills and strong attention to detail to prioritize tasks and work multiple priorities, sometimes under strict time constraints
- Ability to concisely and clearly document issues using the current issue tracking systems
- Intermediate experience working within a Windows environment including the use of Word, Excel and Outlook as well as IE, Chrome, Firefox and Safari
- Must be able to consistently meet department service levels individually and as part of a team
- Ability to type 30 WPM and operate 10-Key by touch
Required Professional Competencies (All Levels)
- Excellent oral and written communicaiton skills under all circumstances
- Ability to maintain a positive outlook and express friendliness and trustworthyness to customers and team members
- Possess a high level of initiative and the ability to work independently
- Effective application of critical thinking skills to solve problems
- Highly developed organizational and time management skills
- Ability to anticipate a customers’ needs or potential barriers and proactively address them
- Ability to build synergy with a diverse team in an ever-changing environment
- Ability to focus on task at hand, avoid distractions and deliver on commitments
- Ability to work under ambiguous circumstances and be successful
- Ability to promote optimism in the face of challenging circumstances
Required Leadership Experience and Competencies
PREFERRED COMPETENCIES
Preferred Job Skills
Preferred Professional Competencies
- Spanish speaking (All Levels)
Preferred Leadership Experience and Competencies
Our Commitment
BCBSAZ 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.