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

Awarded a Healthiest Employer, Blue Cross Blue Shield of Arizona aims to fulfill its mission to inspire health and make it easy. AZ Blue 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. At AZ Blue, we have a hybrid workforce strategy, called Workability, that offers flexibility with how and where employees work. Our positions are classified as hybrid, onsite or remote. While the majority of our employees are hybrid, the following classifications drive our current minimum onsite requirements: Hybrid People Leaders: must reside in AZ, required to be onsite at least twice per week Hybrid Individual Contributors: must reside in AZ, unless otherwise cited within this posting, required to be onsite at least once per week Hybrid 2 (Operational Roles such as but not limited to: Customer Service, Claims Processors, and Correspondence positions): must reside in AZ, unless otherwise cited within this posting, required to be onsite at least once per month Onsite: daily onsite requirement based on the essential functions of the job Remote: not held to onsite requirements, however, leadership can request presence onsite for business reasons including but not limited to staff meetings, one-on-ones, training, and team building Please note that onsite requirements may change in the future, based on business need, and job responsibilities. Most employees should expect onsite requirements and at a minimum of once per week. 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. 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 What to Expect As you work to help us improve the quality of life for Arizonans, expect to thrive in an energetic, diverse environment, championed by an organization consistently named a Best Places to Work and Most Admired Company in Arizona. 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 Inspiring Health in Arizona Starts with You 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,