Customer Success Specialist

Blue Cross of Idaho•Meridian, ID

2d•$66,353 - $92,894•Hybrid

About The Position

The Customer Success Specialist delivers an elevated customer experience for assigned accounts, with a focus on larger, complex, and self-insured health plans. This role serves as a trusted service partner and customer advocate, working across multiple business units to coordinate issue resolution, support new group implementation, and ensure customers receive responsive, accurate, and proactive service throughout the customer lifecycle. Partnering closely with Account Management, implementation teams, operations, and other internal stakeholders, the Customer Success Specialist helps translate customer needs, culture, benefit intent, and service expectations into coordinated actions. This position supports enrollment, eligibility, claims, billing, customer service, benefits administration, implementation, and operational processes while identifying trends, removing barriers, and contributing to continuous improvement across the customer experience.

Requirements

Two years of health plan experience in customer success, client services, account management, implementation, health plan operations, customer service, or a related role.
Bachelor’s degree or equivalent work experience. Two years of relevant work experience is equivalent to one year of college.

Responsibilities

Serves as a point of contact for assigned accounts, responding to service-related inquiries and coordinating support activities
Coordinates with claims, enrollment, billing, customer service, and other operational teams to address customer issues and facilitate timely resolution and satisfaction.
Keeps operational teams appraised of client changes, culture, benefit intent, etc.
Monitors customer inquiries, service requests, and outstanding issues, providing follow-up through completion.
Provides day-to-day service support for assigned accounts to promote a responsive, consistent, and positive customer experience.
Assists customers with questions related to enrollment, eligibility, claims, benefits, billing, and other health plan services.
Escalates complex or unresolved issues to appropriate internal teams and leadership, as needed.
Supports new business onboarding, annual renewals, and open enrollment activities through service coordination and customer communications.
Communicates service updates, issue status, timelines, and outcomes to customers and internal stakeholders.
Maintains accurate documentation of customer interactions, service requests, actions taken, and outcomes in CRM or other designated systems.
Identifies recurring service concerns and customer trends and communicates opportunities to improve service delivery and operational processes.
Participates in customer meetings, training sessions, and service improvement initiatives, as appropriate.
Performs other duties and responsibilities as assigned.