Customer Escalations Analyst

Blue Cross and Blue Shield of North Carolina

About The Position

Provides oversight and leadership to customer satisfaction outreach and fulfillment programs. Coordinates responses to all customer complaints that are escalated to the senior leadership of the organization or through customer service escalation processes. Collects and analyzes data from satisfaction programs and processes and develops recommendations for action or response. Manages small, customer-focused initiatives that are meant to improve customer satisfaction and member experience. Participates in various project initiatives to represent the voice of the customer. Coordinates activities, communication, response, reporting and follow up for the Customer escalation Researches and coordinates responses to customer complaints that are escalated to Enterprise senior leadership and through other escalation channels in customer service and various support departments Performs root-cause analysis for escalated cases, including thorough point mapping and other lean six sigma tools Maintains administration of Customer Satisfaction database. This includes, but is not limited to, updating the database and making sure the data is credible and up-to-date as well as developing on-going reporting for various audiences. Performs contact and follow-up communication with customers, assesses customer satisfaction and provides status updates to the customer and the referring party Evaluates member satisfaction escalation data and identifies root causes of customer dissatisfaction. Coordinates interventions to resolve these issues and/or refer them to the appropriate corporate committees for consideration Manages small, ad hoc customer-focused initiatives that are meant to improve customer satisfaction and member experiences in the call center, VRU, website, etc. Reports analysis of escalation cases and satisfaction data to target audiences including Service and CGO leadership and SLT

Requirements

Bachelor's degree or advanced degree (where required)
3+ years of experience in related field
In lieu of degree, 5+ years of experience in related field
NC Life and Health Insurance License (or be able to obtain within 60 days of employment).

Responsibilities

Provides oversight and leadership to customer satisfaction outreach and fulfillment programs.
Coordinates responses to all customer complaints that are escalated to the senior leadership of the organization or through customer service escalation processes.
Collects and analyzes data from satisfaction programs and processes and develops recommendations for action or response.
Manages small, customer-focused initiatives that are meant to improve customer satisfaction and member experience.
Participates in various project initiatives to represent the voice of the customer.
Coordinates activities, communication, response, reporting and follow up for the Customer escalation
Researches and coordinates responses to customer complaints that are escalated to Enterprise senior leadership and through other escalation channels in customer service and various support departments
Performs root-cause analysis for escalated cases, including thorough point mapping and other lean six sigma tools
Maintains administration of Customer Satisfaction database.
Performs contact and follow-up communication with customers, assesses customer satisfaction and provides status updates to the customer and the referring party
Evaluates member satisfaction escalation data and identifies root causes of customer dissatisfaction.
Coordinates interventions to resolve these issues and/or refer them to the appropriate corporate committees for consideration
Manages small, ad hoc customer-focused initiatives that are meant to improve customer satisfaction and member experiences in the call center, VRU, website, etc.
Reports analysis of escalation cases and satisfaction data to target audiences including Service and CGO leadership and SLT