Manager Service Operations - Customer Service at Bcidaho

Posted in Other 7 days ago.

Location: Meridian, Idaho





Job Description:

Our Customer Service teams are the key to what we "do" at Blue Cross of Idaho! Managers in our award-winning Customer Service call center lead by example and experience. Manage operations, and develops strategic plans and procedures in support of operational effectiveness, customer service goals and objectives. Implements initiatives to increase provider and member satisfaction. Oversees analysis of key performance metrics to identify areas in need of training and improvement, as well as the identification of potential workflow improvements.


This position requires an onsite presence at our Meridian Idaho campus, and leads Customer Service teams supporting all lines of business, with focus on Government Programs.



Required Experience: 7/+ years' relevant experience to include leadership experience. Previous experience in both call center and healthcare and/or insurance is preferred.



Required Education: Bachelor's Degree or equivalent work experience (Two years' relevant work experience is equivalent to one-year college)



As a Manager Service Operations, your day may look like:



  • Implements effective operational processes and leads process improvement work groups within the department and cross functionally.


  • Develops and interprets policies, procedures, service standards, and workflows to support the consistent application of practices and compliance with regulations.


  • Operational responsibility for compliance activities and associated reporting.


  • Ensures that department milestones/goals are met.


  • Provides direction for development changes of the applicable systems.


  • Ensures effective workflows, maximizes system efficiencies, monitors quality performance measures and confirms appropriate completion of work assignments.


  • Provides guidance, counseling and continuing education to staff. Selects, develops, coaches, mentors, and assesses performance of staff.


  • In collaboration with senior leadership, designs, develops and implements focused functional area strategies.


  • Assists in preparing an annual operating budget that reflects the forecasted needs of the department and controls expenditures to assure adherence to approved budgets.


  • Provides service operations support to other areas within the organization.


  • Interprets company and government regulations affecting the functional area and ensures compliance.


  • Perform other duties and responsibilities as assigned.





Reasonable accommodations



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


#LI-Onsite



We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
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