Business Consultant- Customer Service Optimization (Remote)

CareFirst•Baltimore, MD

11d•Remote

About The Position

The Business Consultant provides expertise in tailored, strategic, and critical work to help design, launch, and execute programs that support initiatives in the changing healthcare environment.

Requirements

Bachelor's Degree OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
5 years' experience in business development, operational technology support, general business operations and/or consulting expereince.
Understand business goals and priorities.
Follow evolving market, industry and consumer trends.
Effective communication of complex ideas both verbal and written.
Exceptional project management, facilitation and organizational skills.
Excellent relationship management skills.
Strategic thinker, problem solver, and a collaborator who can drive engagement and discussions.
Significant experience with MS Office (Excel, PowerPoint, Word).
Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence.
Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.
Must be eligible to work in the U.S. without Sponsorship.

Nice To Haves

Knowledge of Salesforce, CRMs or customer experience platforms.
Knowledge and experience working in the Healthcare Payor industry.
Knowledge and experience in Project Management and Change Management.
Knowledge and experience in Call Center technologies including customer portals and mobile app platforms.

Responsibilities

Provide subject matter expertise in a particular area (including but not limited to one of the following: project management, finance and budget, human resources, data and metrics, information technology, etc.) that contributes to the effective accomplishment of initiatives tasks and goals.
Collaborate on the business strategy, thesis, programs and the identification of strategic opportunities.
Support cross-functional teams and projects between division, and others to deliver value to team.
Proactively identify ways, means, and platforms to build synergy and mutually reinforcing workstreams to accomplish tasks more effectively across different business functions of initiatives.
Design and run dashboards to support clear communication across across vertical components of business.
Review and support task coordination while identifying potential process improvements.
Develop and finalize budgets, policies, and other documentation for programs.
Build trusted relationships within CareFirst to deepen subject-matter expertise, find opportunities to synchronize with core operations, and ensure close coordination with the central team in the execution of their areas of responsibility within the division.
Identifying opportunities for synergies to improve task execution across the organization.
Working collaboratively with other support partners in our current and upcoming programs.
Communicating strategy, programs, and next steps to leadership and our partners.