Lead Center Specialist (Boone, NC)

Blue Shield of North Carolina•Boone, NC

3d•Onsite

About The Position

Successfully utilizes added and specialized knowledge of product types, functional and/or technical skills to provide the highest level of solution focused, end to end service to our customers on highly complex insurance questions and issues. Utilize probing and creative problem solving as well as critical thinking skills and the ability to analyze more complex and ambiguous information to resolve all customer inquiries on first contact. Successfully able to understand and communicate complicated and multifaceted concepts to members, providers and colleagues in verbal and written form. Recognize patterns of inconsistent and/or inaccurate claims filing practices among customers and providers, educate customers and providers on acceptable Blue Cross NC practices and policies. Responsible for sales of IU-65, Medicare, Small Group and Ancillary products; analyzes the needs of individual customers, educates them on sales options and recommends products to meet those needs. Build and maintain effective relationships with Individual customers to meet sales and retention goals. Identify, understand and anticipate customers’ unexpressed needs and concerns in a caring manner. Ensures final disposition of each inquiry in a timely manner while systematically documenting detailed customer information relevant to each customer contact. Provides instructions as needed to internal business areas to ensure prompt resolution and response to customer inquiries. Educate and encourage customers on use of alternative delivery channels (i.e. self service, web). Support and be committed to the mission, vision and values of the company by delivering seamless, energetic and innovative service and sales solutions to increase stakeholder satisfaction, retain customers and impact sales goals. Identify and communicate process, product or systems improvement opportunities to improve the overall stakeholder experience. Represents Blue Cross NC at community events, in and around the retail center location. Events may be after hours or on weekends. Displays leadership by assisting with training needs of less experienced team members. Keep abreast of market trends, activities and products of competitors and the economy. Work collaboratively with Sales, Healthcare and Network Management partners to further optimize customer, employer group and provider relations by identifying opportunities to promote stakeholder programs. Promote programs, making sound decisions to apply the most appropriate “stakeholder centric” course of action to respond to needs. Assist with escalation concerns where appropriate. Confer with liaisons and points of contacts in other areas to address escalation and/or member/potential member concerns to resolution. Ability to assign and confirm completion of appointments and necessary tasks in Center space as needed.

Requirements

High school diploma or GED
7+ years of experience in a related field
Must have or obtain an active Health & Accident and Medicare Supplement license within specified timeframes (two pre-licensure class attempts and subsequent five state exam attempts or 90-day period following each class, whichever comes first).

Responsibilities

Provide the highest level of solution focused, end to end service to customers on highly complex insurance questions and issues.
Utilize probing and creative problem solving, critical thinking skills, and the ability to analyze complex and ambiguous information to resolve customer inquiries on first contact.
Understand and communicate complicated and multifaceted concepts to members, providers, and colleagues in verbal and written form.
Recognize patterns of inconsistent and/or inaccurate claims filing practices among customers and providers, and educate them on acceptable Blue Cross NC practices and policies.
Responsible for sales of IU-65, Medicare, Small Group and Ancillary products; analyze customer needs, educate them on sales options, and recommend products.
Build and maintain effective relationships with individual customers to meet sales and retention goals.
Identify, understand, and anticipate customers’ unexpressed needs and concerns in a caring manner.
Ensure timely disposition of each inquiry while systematically documenting detailed customer information.
Provide instructions to internal business areas to ensure prompt resolution and response to customer inquiries.
Educate and encourage customers on the use of alternative delivery channels (e.g., self-service, web).
Support the company's mission, vision, and values by delivering seamless, energetic, and innovative service and sales solutions.
Identify and communicate process, product, or systems improvement opportunities.
Represent Blue Cross NC at community events, which may occur after hours or on weekends.
Assist with training needs of less experienced team members.
Keep abreast of market trends, competitor activities, products, and the economy.
Collaborate with Sales, Healthcare, and Network Management partners to optimize customer, employer group, and provider relations.
Promote programs and make sound decisions to apply the most appropriate "stakeholder centric" course of action.
Assist with escalation concerns where appropriate.
Confer with liaisons and points of contact in other areas to address escalation and/or member/potential member concerns to resolution.
Assign and confirm completion of appointments and necessary tasks in the Center space as needed.