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Operational Continuity Coordinator, Phoenix, AZ

Organization: Blue Cross Blue Shield of Arizona
Category: Professional
Location: Phoenix, AZ
Date Job Posted: April 25, 2024
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Operational Continuity Coordinator

Job Description

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.

This position requires work and residency to be performed within the state of Arizona.

Purpose of the job

The Operational Continuity Coordinator will collaborate with leaders within the Service Excellence division to proactively develop and implement plans to anticipate, address, and mitigate the effects of various business interruptions for the operational areas. This role will also engage with the organizations larger business continuity/crisis management team for large scale impacts to the organization.


Required Work Experience

Level 1 2 years Experience in business continuity or crisis management
Level 2 4 years Experience in business continuity or crisis management
Level 3 6 years Experience in business continuity or crisis management
Level 4 8 years Experience in business continuity or crisis management
Level 2 2 years Experience in project management
Level 3 3 years Experience in project management
Level 4 5 years Experience in project management
Level 3 1 years Experience in information systems, security and/or compliance
Level 4 3 years Experience in information systems, security and/or compliance

Required Education

  • High-School Diploma or GED in general field of study (All Levels)

Required Licenses

  • N/A

Required Certifications

  • Professional certification (BCI)


Preferred Work Experience

  • 10 years of experience in business continuity, emergency management, computer technology and/or information systems (All Levels)
  • 5 years of experience in project management (All Levels)

Preferred Education

  • Bachelor’s Degree in Business, Emergency Management, Computer Science, Information Systems, or related field (All Levels)
  • Emergency management andor disaster preparedness. (All Levels)

Preferred Licenses

  • N/A

Preferred Certifications

  • The following, or equivalent credentials, maintained in position: Associate Business Continuity Planner (ABCP) (Level 1), Certified Business Continuity Professional (CBCP) (Levels 2 and 3); Master Business Continuity Professional (MBCP) (Levels 4), Member of the Business Continuity Institute (MBCI) (two certifications - Level 2, three certifications for Level 3 and four or more for Level 4).


Level 1 - Performs job functions under close supervision or peer review

  • Partner with Service Excellence leadership team to develop detailed and comprehensive business continuity plans for each operational area.
  • Internally communicates system outages that impact the operational areas and creates disruption to service our customers.
  • Identifies and defines the steps that the Service Excellence division must take to prevent operational disruptions.
  • Builds strategies that enable Service Excellence to become operationally resilient, meaning that it is flexible enough to face all the challenges and adapt quickly without failure
  • In response to a crisis or any other type of business interruption, supports Service Excellence leadership by aiding crisis management and incident response as needed.
  • Coordinate business continuity plan exercises within the Service Excellence division.
  • Provide expertise and support to Service Excellence leadership and staff, as requested, when a business disruption occurs.
  • Develop documentation for business continuity within the Service Excellence division; maintain documentation in a complete, timely and available state.
  • Document lessons learned for actual incidents and exercises, and tracking of training
  • Assist Service Excellence teams with assessment of potential business impact, definition of critical, and time-sensitive functions.
  • Design, development, and document Service Excellence business continuity plans.
  • Maintain compliance with any regulatory requirements related to business continuity and crisis management including but not limited to the Department of Insurance and Financial Institutions, URAC, NCQA, CMS, ISO, NIST and HIPAA

Level 2 - Performs job functions with general supervision

  • Performs regular reviews and updates to all program activities to identify areas of opportunity for improvement and enhanced operational resiliency.
  • Assists Service Excellence leaders prepare for annual business continuity documentation maintenance and update, exercises, and independent review and validation.
  • Reports the Service Excellence business continuity status to senior management.
  • Works with leadership to assist in providing recovery requirements for new systems/applications.
  • Maintain policies and procedures for Service Excellence’s continuity program.

Level 3 - Performs job functions with minimal supervision

  • Performs and evaluates business impact analyses and risks assessments: develops program policies, plans and procedures and coordinates testing and exercise activities.
  • Conducts reviews, analyzes requirements, recommends strategies, writes, and updates and updates Service Excellence continuity plans as required.
  • Be familiar with the latest continuity trends and technological advancements within the Operations industry.
  • Analyze and interpret crisis events to anticipate potential and plausible outcomes
  • Determine critical business processes and establish resources required for the successful resumption of business operations in the event of a disaster

Level 4

  • Provide logistical and subject matter expertise support in the assessment, development, implementation and revision of business continuity and crisis management programs and plans for the Service Excellence division.
  • Develops policies, procedures, templates, standards, and documentation in support of deployment, management, and sustainability of the program.
  • Engage with IT teams to understand the technical impact and how it negatively impacts our ability to proactively service our customers.


  • Each progressive level includes the ability to perform the essential functions of any lower levels and mentor employees in those 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.
  • Participate in on-call duties


Required Job Skills(Applies to All Levels)

  • Intermediate skill in use of office equipment, including copiers, fax machines, scanner and telephones
  • Intermediate PC proficiency
  • Intermediate proficiency in spreadsheet, database and word processing software.
  • Experience in using business continuity planning applications and emergency notification systems.
  • Intermediate knowledge of Microsoft Applications and Suites, Windows Server, and Microsoft SQL databases.
  • Basic knowledge of Microsoft SharePoint, Microsoft Teams and its security levels.

Required Professional Competencies (Applies to All Levels)

  • Strong analytical skills to support independent and effective decisions
  • Strong verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
  • Ability to prioritize tasks and work with multiple priorities, sometimes under limited time constraints.
  • Perserverance in the face of resistance or setbacks.
  • Effective interpersonal skills and ability to maintain positive working relationship with others.
  • Adaptable, innovative, and detail oriented
  • Strategic thinking
  • Analytical knowledge necessary to generate reports and presentations based on available data and then make decisions based on reported data and feedback provided

Required Leadership Experience and Competencies

  • Facilitate and resolve customer requests and inquiries for all levels of management within the Corporation. (Applies to Levels 2 - 4)
  • Build synergy with a diverse team in an ever changing environment. (Applies to Levels 3 - 4)


Preferred Job Skills (Applies to All Levels)

  • Advanced PC proficiency
  • Experience in using business continuity planning applications and emergency notification systems.
  • Advanced knowledge of Microsoft Applications and Suites, Windows Server, SharePoint, and Microsoft SQL databases.
  • Intermediate knowledge of Microsoft SharePoint and its security levels.

Preferred Professional Competencies (Applies to All Levels)

  • Advanced systems research and analysis expertise
  • Solid project management skills
  • Solid technical ability and problem-solving skills

Preferred Leadership Experience and Competencies (Applies to All Levels)

  • Mentor junior team members on the concepts of business continuity and crisis management

Our Commitment

AZ Blue 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 If interested in this position, please apply.

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