Job Description

Awarded the Best Place to Work 2021, Blue Cross Blue Shield of Arizona helps to fulfill its mission of improving the quality of life of Arizonans by delivering 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.

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, as well as empowering and enabling employees to implement operational efficiencies.

Qualifications

REQUIRED QUALIFICATIONS

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.

Required Education

  • High School Diploma or GED in general field of study

Required Licenses

  • N/A

Required Certifications

  • N/A

REQUIRED QUALIFICATIONS

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

Preferred Education

  • Bachelor's Degree in general field of study

Preferred Licenses

  • N/A

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 with 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 efficacy of service strategy tactics, and establishing protocols for communicating employee coaching needs across the department.
  • Accountable for ensuring team service metrics are achieved on a daily basis. Maintains a regular line of communication with resource planning support as well as team lead(s) to proactively plan for and address risks to service metrics.
  • Develop and maintain competent staff to carry out assigned functions with particular emphasis on supervisory or analyst level of management.
  • Support team leads and provide guidance and oversight of department resource allocation to support corporate and departmental goals and objectives. This includes accountability for ensuring system defect ticket resolution, as well as accountability for 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 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 have the ability to make appropriate decisions based on information at hand with the ability to 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 quo that engages 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

Required Job Skills

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

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

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

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

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 require.

Our Commitment

BCBSAZ 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 azblue.com.  If interested in this position, please apply.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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