Supervisor, Client Services

BlueCross BlueShield of South Carolina•Columbia, SC

23h•Onsite

About The Position

Oversees a team of client services representatives responsible for member/provider services. This position is full-time (40 hours/week) Monday-Friday in a typical office environment. Employees are required to have flexibility work any our 8-hour shift scheduled during hours of 8am - 6pm due to contractual obligations. Training will be Monday – Friday 8:00 AM 5:00 PM for approximately 6-8 weeks. This role is located on site at 4101 Percival Road, Columbia SC. This position is not eligible for sponsorship now or in the future.

Requirements

Bachelor’s degree
Overall understanding of CMS enrollment, disenrollment policies
Must understand CMS Part D Drug Manual and processing guidelines to respond to pharmacy-related questions
Must understand ITS rule and regulations
Must understand ever-changing supplemental benefits such as: dental, vision, fitness, over-the-counter, hearing, and telehealth
Must be knowledgeable of medical management processes to include: investigating gap closures, at-home diabetic testing, and at-home colon screenings.
1-year claims, customer service, and/or call center experience.
Strong oral and written communication skills.
Strong decision making, analytical, problem-solving, and time management skills.
Ability to handle confidential or sensitive information with discretion.
Microsoft Office

Nice To Haves

Bachelor's degree in business administration, healthcare, or related field.
4 years of job-related work experience.
Medicare Supplement and Medicare advantage policies.
Experience with SCHIP.
1 year of leadership experience including scheduling or coordinating work of others, developing work procedures, training, and/or leading group project initiatives.
Ability to persuade, negotiate, or influence.
Strong organizational skills.
Strong spelling, punctuation, and grammar skills.

Responsibilities

Ensures prompt and accurate response to calls, e-mail, web, handwritten inquiries.
Supervises telephone coverage from 8:00am-8:00pm Monday through Friday between April and September.
Reviews member inquiries on the weekends to meet CMS 24-hour response requirements.
Supervises telephone coverage from 8:00am-8:00pm 7 days of the week from October through March except for Thanksgiving Day and Christmas Day.
Ensures all departmental standards are being met.
Responsible for ensuring business and customer needs are met systematically and correctly.
Assist management with interviews, selection, training, performance, productivity, and development of staff.
Monitors calls, service, and workload.
Tracks any service complaints and analyzes problems in order to provide solutions or develop proper training of staff.
Completes monthly scorecards.
Oversees outbound call campaigns related to member retention, member disputes, member welcome calls, and delinquency.
Oversees the maintaining of VIP and frequent caller list.
Represents department on projects and process improvements.
Provides assistance and training to other operational areas of the company as needed.