Manager, Client Service

Blue Cross and Blue Shield of North Carolina

30d

About The Position

The Manager, Client Services serves a critical role in the client service delivery model for our Major 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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.