PURPOSE OF THE JOB
Manage day-to-day Enrollment Services activities, processes, and workflow for assigned department(s). Provide oversight, development, problem resolution, and leadership for the team. Ensure operations and service goals are achieved according to departmental and corporate standards. Continuously improve quality and business processes for the assigned area of responsibility.
Ensure timely and accurate completion of inbound phone calls, eligibility processes, maintenance activities, accounts receivable reconciliation, system tasks, reporting functions, and/or training.
QUALIFICATIONS
REQUIRED QUALIFICATIONS
Work Experience
- 3 years of experience in a supervisory or management role
Education
- High School Diploma or GED
Licenses
Certifications
PREFERRED QUALIFICATIONS
Work Experience
- 5 years of experience in healthcare administration or customer service
- 2 years of experience managing, interpreting reporting, and/or processing enrollment and financial transactions related to CMS on-exchange business
Education
Licenses
Certifications
ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES
- Oversee day-to-day activities of a team performing various levels of internal and external customer service operations
- Direct, evaluate, define, and improve quality, productivity, and timeliness standards to achieve individual and departmental goals
- Administer, interpret, and maintain working knowledge of systems, procedures, forms, and manuals related to area of responsibility
- Develop and maintain a competent staff to perform assigned functions, with emphasis on supervisory and analyst-level development
- Plan, monitor, and coordinate activities to support corporate goals and objectives
- Represent the department in external meetings; participate in internal meetings and decision-making processes
- Consult and coordinate with internal departments, external plans, groups, and brokers
- Identify, research, process, resolve, and respond to customer inquiries via phone, written communication, or in person
- Evaluate and investigate system-related issues
- Motivate team members, conduct performance evaluations, identify training needs, and manage disciplinary actions
Work Schedule
The position has an onsite expectation of 2 days per week and 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
COMPETENCIES
REQUIRED COMPETENCIES
Job Skills
- Strong written and verbal communication
- Intermediate proficiency with office equipment (copiers, fax machines, scanners, telephones)
- Intermediate skills in word processing, spreadsheets, and database software
- Intermediate PC proficiency
Professional Competencies
- Strong investigative and analytical skills
- Ability to generate reports and make decisions based on available data
- Effective interpersonal and active listening skills
- Ability to build and maintain collaborative working relationships
- Commitment to confidentiality and privacy
- Ability to make sound decisions while considering both detailed information and the broader business impact
Leadership Competencies
- Prior management experience
- Ability to build and lead effective teams
PREFERRED COMPETENCIES
Job Skills
Professional Competencies
Leadership Competencies
- Ability to optimize resource utilization and ensure cost-effective operations
- Ability to proactively adjust staffing based on workload, business priorities, and changing needs
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.
