Blue Cross and Blue Shield of North Carolina

Compensation

Full Description

Job Description The Manager, Client Services serves a critical role in the client service delivery model for our Major and National Accounts market segment. In this role you will drive higher group financial value and service-level satisfaction by serving as a client-facing lead ensuring seamless quote-to-card process by engaging in sales and retention meetings, owning key elements of client delivery and ensuring overall client satisfaction. Key elements of this role include collaboration with key internal and external stakeholders to articulate the vision for group service and product delivery and refine and execute on the enterprise roadmap for achieving that vision. Additionally, you will oversee all client needs, that includes management of RFP/RFI, implementation, reporting, renewal activities, issue resolution, product delivery and inquiries from internal Blue Cross NC teams, group administrators and consultant partners. What You'll Do Manage, mentor and lead a team of Client Delivery Experts (CDE’s) and Client Advocacy & Resolution Experts (CARE) for overall client service delivery in conjunction with other key account management functions. Additionally, you will manage a Sales Delivery Expert (SDE) that is responsible for working with our New Business Consultant on RFP related activities to provide support in the end-to-end sales process. Ensure client inquiries are being resolved by CARE team timely and assist in managing escalated issues – includes all aspects of issue remediation as well as resolution of any underlying systemic issues / identification for process improvement opportunities. Manage key aspects of the client engagement delivery model including client advocacy, product / program education, communication, wellness, group reporting and worksite promotions. Attend client meetings as a senior service delivery member to promote and maintain strong relationships and ensure delivery of engagement protocols. Collaborate with external clients, producers/consultants in conjunction with the sales team in effectively communicating Blue Cross NC’s strategic support model and the role of the team in executing this important business function. Monitor, engage and solicit feedback from consultant and clients to understand group needs to provide a best-in-class service experience on an ongoing basis. Create client implementation and enrollment roadmap, tracking Sales, Group CoE and Operations against roadmap to ensure fulfillment and client readiness by effective date. Monitor, track, trend and report goal attainment results to leadership. Collaborate with internal business owners to identify and share best practices and communicate key client experiences to seek process and sales resource improvement opportunities. Foster team culture of collaboration and accountability to meet best-in-class group service delivery, implementation and enrollment needs. Oversee custom data reporting in an effort to analyze group specific trends to support the business intelligence needs of the sales team to support external stakeholders Lead team responsible for the strategic development with internal matrix partners on competitive and winning new business proposals. Key contact for open enrollment support / market activities. What You Bring Bachelor's degree or advanced degree (where required) 8+ years of experience in related field In lieu of degree, 10+ years of experience in related field Must be able to obtain a North Carolina Health and Life Insurance license within the 60 days of employment in this position. Must possess and maintain a valid driver’s license. Bonus Points Solid healthcare industry experience Proven background in claims processing and customer service excellence. Hands-on experience in proposal management, including development and delivery. Demonstrated business acumen for retention strategies and driving sales growth initiatives. Ability to collaborate effectively across teams and manage multiple priorities in a fast-paced environment. Salary Range At Blue Cross NC, we take great pride in a fair and equitable compensation package that reflects market-price and our starting salaries are typically planned near the middle of the range listed. Compensation decisions are driven by factors including experience and training, specialized skill sets, licensure and certifications and other business and organizational needs. Our base salary is part of a robust Total Rewards package that includes an Annual Incentive Bonus*, 401(k) with employer match, Paid Time Off (PTO), and competitive health benefits and wellness programs. *Based on annual corporate goal achievement and individual performance. $89,174.00 - $142,679.00 Skills About Us It's an exciting time to work at Blue Cross and Blue Shield of North Carolina (Blue Cross NC). Health care is changing, and we're leading the way. We offer more than health insurance our customers can count on. We’re committed to better health and better health care − in our communities and beyond. Our employees bring energy and creativity to the workplace, and it shows in our innovative approach to improving the health and well-being of North Carolinians. Blue Cross NC is a fully taxed, not-for-profit company headquartered in Durham, North Carolina. We serve more than 4.3 million members, and we employ more than 5,000 people across the country who are passionate about making health care better for all. Help us lead the charge for better health care by joining our award-winning team. Discover tremendous opportunities with us to do challenging and rewarding work. Opportunities that can lead you to a fulfilling career, work that can help others lead healthier, happier lives. Authorization to Work in the United States We use E-verify to confirm authorization to work in the United States. To learn more about E-Verify, including your rights and responsibilities, please visit E-Verify Overview for English or Visión General de E-Verify for Español. Request Accommodations Blue Cross NC provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application or hiring process, please notify HR at HR.Staffing@bcbsnc.com. For most roles, you can choose where to work - fully remote in one of the states listed below, in the office, or a hybrid of the two: Alabama, Arizona, Arkansas, Colorado, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maryland, Michigan, Mississippi, Missouri, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Wisconsin, and Wyoming