Blue Cross Blue Shield of Arizona

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Customer Service Team Lead- Claims

at Blue Cross Blue Shield of Arizona

Posted: 3/5/2020
Job Reference #: 5452

Job Description

Blue Cross Blue Shield of Arizona is a local, independent Blue Cross Blue Shield Association and a not-for-profit health insurance company headquartered in Phoenix. Founded in 1939, the company has more than 1,800 dedicated employees throughout its Phoenix, Tucson, Chandler and Flagstaff offices. Providing health insurance products, services and networks to more than 1 million Arizonans, Blue Cross Blue Shield of Arizona offers various health plans for individuals, families, and small and large businesses. Blue Cross Blue Shield of Arizona also offers Medicare supplement plans to individuals over age 65.

Blue Cross Blue Shield of Arizona helps to fulfill its mission of improving the quality of life of Arizonans by delivering 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.



  • Oversee day-to-day team activities while seeking guidance and input from the Director of Operations and promoting a culture of customer-centricity throughout the area.
  • Motivate, engage with, and provide positive, meaningful impact to customer service agents through effective technical feedback and coaching; while also demonstrating a commitment to their individual growth and improving the service experience for our customers.
  • Communicate daily claims metric performance at a team level on a regular basis to the Director of Operations. Provide updates on individual ongoing metric performance issues to the Director as necessary.
  • Evaluate and report on incoming, ongoing, unresolved, and resolved Demand Tickets and systems operations issues with root cause analysis and recommendations for mitigation and short-term work around capabilities as necessary.
  • Review and research all reportable audits and work closely with quality analysts to provide technical feedback and coaching on areas of opportunity to improve technical knowledge and skillset of customer service representatives.
  • Effectively track and report to the Director of Operations all staff technical coaching and development being executed.
  • Monitor and investigate computer and system issues.
  • Responsible for participation in various projects and cost reduction initiatives supporting team, department, and organization goals. Committed to data-driven performance analysis and utilizing an analytical approach to driving metric performance.
  • Administer, interpret, and maintain current working knowledge of the required BCBSAZ systems, procedures, forms, and manuals. Engage meaningfully as necessary when system enhancements or changes being made will directly affect customer service operations.
  • Keep status of the department current in accordance with service standards, systems, procedures, forms, and manuals through staff meeting facilitation and verbal and written communications.
  • Responsible for ensuring all Customer Service Academy training materials are complete and accurate.
  • Assist with call escalations as necessary.
  • Ability to think outside the box and objectively and professionally challenges the status quo that engages others in constructive dialogue to achieve results. Builds and fosters good working relationships with internal customers and peers.
  • Ensure that staff performs essential job functions to maximize corporate performance scores related to the area’s responsibilities (i.e., FEP PIP, IPP, MTM and related performance guarantees).
  • Travel may be required for employees in regional office.
  • 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.

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.

Skill / Requirements

  1. Required Work Experience
  • 1 year of experience in health insurance claims.
  • 1 year of experience servicing customers as part of the ACA and or Individual Under 65 line of business.
  • 1 year of experience supporting teams as a technical subject matter expert.
  1. Required Education
  • High-School Diploma or GED in general field of study (Applies to All Levels)
  1. Required Licenses
  • N/A
  1. Required Certifications
  1. Required Job Skills
    • Excellent written and verbal communication skills. Ability to craft professional, clear, written communications.
    • Superior coaching and mentoring skills.
    • Intermediate skill in use of office equipment including copier, fax machine, scanner and telephones.
    • Intermediate PC proficiency
    • Advanced knowledge of customer service applications and systems including CSS, Metavance, TPS, Image Retriever and Facets.
  1. Required Professional Competencies
  • Maintain confidentiality and privacy.
  • Maintain a high standard of professionalism and conduct.
  • Analytical knowledge necessary to generate reports based on available data and then execute decisions based on reported data.
  • Capable of investigative and analytical research.
  • Practice interpersonal and active listening to achieve high employee satisfaction and engagement.
  • Establish and maintain working relationships in a collaborative team environment.
  1. Required Leadership Experience and Competencies
    • Use available information to focus the team’s activities and identify priorities.
    • Work well in a team environment, and be capable of building and maintaining positive relationships with other staff, departments, and customers.
    • Demonstrate the ability to gain trust and establish authority over non-direct reports as a trusted leader, talented coach, and committed technical resource.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!