Mgr- Customer Service Operations- BlueCard

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 is remote / hybrid within the state of AZ only

PURPOSE OF THE JOB

• The Manager of Customer Service Operations is accountable for instilling and supporting a culture of customer-centricity within the area.
• Act as liaison between the plan and other Blue plans and collaborate with the Inter-Plan Executive.
• Scope of the position includes accountabilities that support the following programs : Utilization Management, Member Relations, and Network Management.
• Responsible for the professional development and coaching of all reporting staff and setting effective goals to drive performance.
• Responsible for planning, organizing, developing, and directing tactics to execute segment-specific and corporate strategies.
• Accountable for effectively overseeing all activities that ensure the execution of internal service processes, championing and leading efforts to enhance the customer experience, and empowering and enabling employees to implement operational efficiencies.

QUALIFICATIONS

REQUIRED QUALIFICATIONS

1. Required Work Experience

• 2 years of experience in a lead, supervisory, or management role
• 1 year of experience performing quality audits
• Experience with coaching employees.

2. Required Education

High School Diploma or GED in general field of study

3. Required Licenses

N / A

4. Required Certifications

N / A

REQUIRED QUALIFICATIONS

1. Preferred Work Experience

• 4 years of experience overseeing / analyzing customer service contact center performance
• 4 years experience in a supervisory role in a service delivery environment.

2. Preferred Education

Bachelor's Degree in general field of study

3. Preferred Licenses

N / A

4. Preferred Certifications

N / A

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES

• Perform regular, scheduled 1-on-1 coaching and professional development discussions with all direct reporting staff.
• Perform regular, scheduled team huddles to provide guidance and updates to reporting staff on team performance and department goals.
• Supports leadership by championing and implementing strategic initiatives and providing clear direction to reporting staff on definitions of success and protocols for tracking and reporting results.
• Executes daily activities supporting efforts to improve and maintain success in first-call resolution, Customer Experience Index, and Net Promoter score.

These activities include routine report analytics, engaging team lead(s) in developing tactics for implementing service enhancements, developing methods to measure the efficacy of service strategy tactics, and establishing protocols for communicating employee coaching needs across the department.

• Accountable for ensuring team service metrics are achieved daily. Maintains a regular line of communication with resource planning support and team lead(s) to plan for and address risks to service metrics proactively.
• Develop and maintain competent staff to carry out assigned functions with particular emphasis on the supervisory or analyst management level.
• Support team leads, guides, and oversees department resource allocation to support corporate and departmental goals and objectives.

This includes accountability for ensuring system defect ticket resolution and coordinating with team leads and resource planning support to execute strategies for effectively

managing inventories.

• Support reporting staff and our members with accepting and owning the resolution of management escalations.
• Represent the department / division in external meetings. Participates on an internal basis in meetings and decision-making processes as it relates to the specific area of responsibility.

Demonstrate a high degree of executive presence.

• Must be able to make appropriate decisions based on information and focus on the big picture while looking for opportunities for improvement.
• Provides a structured path for technical and professional growth and advancement opportunities.
• Perform activities related to interviewing, hiring, termination, disciplinary action, performance progression, and salary administration as required.
• Ability to think outside the box and objectively and professionally challenges the status qu, engagings 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., FCR, NPS, phone metrics, MTM, National Performance Scorecard, and related performance guarantees).

• 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.
• A leader who translates a customer-centric focus to drive high-performance results from their team.
• Out of state travel may be required.
• Perform all other duties as assigned.

COMPETENCIES

REQUIRED COMPETENCIES

1. Required Job Skills

• Strong written and verbal communication
• Intermediate skill in the use of office equipment, including copiers, fax machines, scanner and telephones
• Intermediate skill in word processing, spreadsheet and database software
• Intermediate PC proficiency

2. Required Professional Competencies

• Strong motivational style with a desire to collaborate, coach and develop employees.
• Ability to think critically and rise above challenges with a customer-centric focus toward achieving results.
• Strong familiarity with contact center metrics, including ASA, Service Level, and First Call Resolution
• Ability to effectively delegate and own accountability for ensuring work is being accomplished through others.
• Strong interpersonal and active listening skills. Establish and maintain working relationships in a collaborative environment.
• Maintain confidentiality and privacy

3. Required Leadership Experience and Competencies

• Prior management experience
• Ability to build effective customer-centric teams
• Utilize employees' skills and abilities to deliver business objectives
• Foster and maintain a positive, productive, and collaborative work environment
• Maintain effective utilization, performance, and development of the personnel
• Work well in a team environment and be capable of building and maintaining positive relationships with other staff, departments, and customers
• Maintain strong morale by encouraging open dialogue, providing feedback, and holding direct reports accountable
• Effectively manage individuals in a virtual environment by effectively utilizing available technology to communicate with reporting staff on a routine basis

PREFERRED COMPETENCIES

1. Preferred Job Skills

• Professional writing skills
• Advanced technical and professional mentoring and coaching skills
• Comprehensive knowledge of BlueCard Policies, Inter-Plan Programs Policy & Provisions and Procedures
• Robust written and verbal communication skills, including presentations and public speaking skills

2. Preferred Professional Competencies

• Experience with managing, leading, and continuously developing high-performance teams
• Familiarity with Affordable Care Act policies, CMS requirements
• Knowledge of a wide range of matters pertaining to the organization's operations

3. Preferred Leadership Experience and Competencies

• Prior contact center management or contact center analytics experience
• Ability to optimize the use of resources at all times to ensure cost-effective operations. This includes proactively planning to move staff from one role to another as staffing needs change, business priorities change, or as

workload changes or challenges are required.