customer advocate

care coordinator

configuration analyst

program officer

compliance officer

Blue Cross of Idaho

I really liked my job until they insisted on going through with the final phase of a software migration that was failing from previous phases. It created nearly double the workload which caused people to quit. They refused to backfill those positions which created even more workload. Nearly everyone in the commercial enrollment and billing department has had medical issues because of the stress. Even with this they refused to give any of us decent raises this year. My workload went from an average of 20 to 30 cases per day nearly 500 and climbing when I quit. There has been a lot of management problems which culminated with moving someone that knew nothing about our jobs to be our manager rather than promoting someone who had been doing the job of supervisors and the manager for many months. The new manager started changing procedures without discussing the repercussions of the changes she was making. These changes created even more work and problems for an already volatile workplace. A typical day lately, has been receiving a priority project then asked to set this priority aside for escalated issues. We got very little direction as to what the top priorities should be, even when we asked. The only reason I had stayed as long as I did was because of my amazing coworkers and immediate supervisor. I truly enjoyed working with them and will miss them. I will say that other departments at Blue Cross of Idaho do not have these issues. These issues had been brought up to the vice president over enrollment and billing on multiple occasions but were ignored. They seriously backfill many positions or they will lose everybody in commercial enrollment and billing.

A typical day begins by reviewing calls scheduled for the day to members on your caseload.  Reviewing work queues and assigning new cases to yourself based on your assigned line of business, making follow up calls to established cases, reviewing nursing line contacts for assigned line of business to triage those with possible case management needs, reaching out to newly assigned members to engage in case management services and initiate/complete integrated assessments, complete plans of care for each assigned case within two weeks of engagement, attending inpatient rounds for cases currently in a hospital or medical facility, occasion case management and behavioral health team meetings.

The hardest part of the job for me was providing services telephonically with no face to face contact with members.  The most enjoyable part of the job was being able to connect and build rapport with assigned members and being able to assist them in accessing resources, supporting them in meeting their health care goals and improving their health outcomes by helping them problem solve barriers or access needed community resources to address their specific needs and situations.

Let me start by saying how much I loved my job and the role I had while with the company for five years. Unfortunately, there were lots of changes within upper management of the department for over 10 years. Lots of regulations and things coming from CMS were missed, and while uncovered and working through the problems, which was fine, it was challenging, and there was support from direct leaders, but the workload that came with all of it was way more than the department could handle and was voiced over and over to upper management and directors and VPs were voicing this above them to get a program that would illuminate a lot of manual work to make the things that need to be focused on priority, and stay within time frames was shut down after promising the department for a year things will be better and would it be how they were in the prior years. The turnover cause so many issues because from the front end to the backend, there’s so many new people so much being not trained an educator correctly because of the train a hassle and get people doing what needs to be done at that moment so many vital steps or miss, causing so much more issues and putting stress on tenured employees that got the short end of the stick with all of the accountability and consequences on them even though the issues and problems, we all face were being voiced to our upper management, and even HR with no resolutions

What is the best part of working at the company?
The company itself is good. However the people they have running it now are not...Especially, in the claims area. The director of claims is rude, condescending and lacks empathy. It used to be a company that cared for its employees  but now it is only cares about the bottom dollar. 


What is the most stressful part about working at the company?
Being in a position where I'm supposed to have authority but the upper management makes all the decisions without taking individual circumstance into consideration.

What is the work environment and culture like at the company?
The management is deceitful.  The outward appearance is that they are inclusive. However behind the scenes they play favoritism. It's about who you know not what you know.

What is a typical day like for you at the company?
It could be productive if claims management understood The fundamentals of health insurance. People with little to no insurance experience hired into director and VP positions making decisions that don't make sense for the type of product being processed.

Fast paced environment. Sometimes the workload requires more than 40 hours a week. OT is not always available.
I learned a lot about prior authorizations and the information that is required to make a determination's. Determinations timeframes for multiple LOB.
Management does not understand the different appeal types so their expectations are not feasible most of the time. Micromanagement is a problem. Repetitive information and too many meetings. Especially when the workload is heavy. 
The culture is positive. My department doesn’t have the time to participate in activities - the majority of the time.
Training materials are not up to date and the amount of training is not sufficient. Policies and procedures are not up to date so it’s really hard to figure out what to do without requiring assistance. 
My coworkers are the most enjoyable part of the job.

Depending on what department you're in, you could work there for 6 months and get a promotion or you could work there for 15 years and never get one. Most people would say that it's based on the employee and to some extent, that's true, but if the requirements for a promotion aren't able to be tracked, it makes it difficult. I.e. if they say you have to have a certain percentage of quality but never actually do any QAs, how will an employee know when they are meeting it or not. It also doesn't help that it feels like management will throw you under the bus to their supervisor without trying to help you fix an issue you didnt even know existed.

I will say though that the Executive Team is pretty cool and I completely support where they are trying to take the company (hello 2019), but the lower management (team supervisors) don't seem to share the same vision.

I worked for BCI for 3 years as a remote worker. The job continued to change over the 3 years and the workload increased significantly with no additional compensation. Overall management is pretty good and I had the best group of coworkers. I loved my
Job for a long time until they took away the option to work remotely in the middle of
Covid even though I started working remotely in 2018 and was very successful at it. There was no explanation as to why the option to
Work remotely was being taken away other than the CEO wanted us back in office. They refused to make an exception even though I had just had a baby and my family
Planning was centered around the fact I would
Be working remote and didn’t have a commute. This was frustrating as other departments were still remote. This ultimately caused me to leave the company, but I probably
Never would have had they allowed our team to stay remote.

Working for a company that is so well regarded in the community was amazing.  Wherever I had to divulge where I worked (medical appointments, meeting new people socially, sharing with other professionals and in interactions with customers) the response was always how appreciative and thankful they were for how Blue Cross handled their medical services and benefits.  Even when an occasional complaint would be expressed, it was always followed up with praise for many of the positive interactions they had experienced.  The management of Blue Cross of Idaho was committed to providing employees with regular reminders of their importance in making Blue Cross of Idaho successful in providing their members with excellent health care services at an affordable and comprehensive level.  They went above and beyond to help employees succeed and understood the need for balance in their employees work and personal life.  A great place to work and grow.

Blue Cross was more employee focused in years past. I used to feel important to the company, as an individual employee. It now has a more corporate feel where your not acknowledged as an individual. They advertise work/life balance but it's really at the discretion of the department/management, and I haven't seen it in years, company wide. Thankfully I experienced it when I had young children in my home. It's become much more regimented since then. I feel they are a bit unorganized in systems processing as we have a lot of issues with workarounds to get our jobs completed and it's pretty frustrating.  It does offer great benefits and your paid time off and holiday pay is immediate. They are ever changing, and I have seen some improvements here and there.

What is the best part of working at the company?
The company is very supportive and family oriented 

What is the most stressful part about working at the company?
My position required travel. Travel is hard with a family

What is the work environment and culture like at the company?
Amazing! Everyone is supportive and caring. I was supported and encouraged to complete my CPC, given all the tools to do my job to the best of my ability.

What is a typical day like for you at the company?
Busy, busy, busy! I always felt like I was helping my providers and I was always made to feel  like my work was appreciated.

Top Job Titles	Average Salary
Customer advocate 3 salaries reported	$23.17 per hour
Care coordinator 2 salaries reported	$23.00 per hour
Configuration analyst 1 salary reported	$72,059 per year
Program officer 5 salaries reported	$95,432 per year
Compliance officer 4 salaries reported	$121,110 per year

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