Team Leader Account Performance

Blue Cross & Blue Shield of Rhode Island • Providence, RI

6d • Hybrid

About The Position

At BCBSRI, our greatest resource is our people. We come from varying backgrounds, different cultures, and unique experiences. We are hard-working, caring, and creative individuals who collaborate, support one another, and grow together. Passion, empathy, and understanding are at the forefront of everything we do—not just for our members, but for our employees as well. We recognize that to do your best work, you have to be your best self. It’s why we offer flexible work arrangements that include remote and hybrid opportunities and paid time off. We provide tuition reimbursement and assist with student-loan repayment. We offer health, dental, and vision insurance as well as programs that support your mental health and well-being. We pay competitively, offer bonuses and investment plans, and are committed to growing and developing our employees. Our culture is one of belonging. We strive to be transparent and accountable. We believe in equipping our associates with the knowledge and resources they need to be successful. No matter where you’re at in the organization, you’re an integral part of our team and your input, thoughts, and ideas are valued. Join others who value a workplace for all. We appreciate and celebrate everything that makes us unique, from personal characteristics to past experiences. Our different perspectives strengthen us as an organization and help us better serve all Rhode Islanders. We’re dedicated to serving Rhode Islanders. Our focus extends beyond providing access to high-quality, affordable, and equitable care. To further improve the health and well-being of our fellow Rhode Islanders, we regularly roll up our sleeves and get to work (literally) in communities all across the state—building homes, working in food pantries, revitalizing community centers, and transforming outdoor spaces for children and adults. Because we believe it is our collective responsibility to uplift our fellow Rhode Islanders when and where we can, our associates receive additional paid time to volunteer. Why this job matters: Supervise the daily work of staff to ensure adherence to quality standards, deadlines, and proper procedures. Oversee key performance items measured in service levels and account performance guarantees. Provide performance management oversight and employee development. Manage workflow of department; implement corporate or departmental policies, procedures, and service standards. Assist in external audits preparation and follow up. Assist with completing RFP (request for proposal) responses related to performance guarantees.

Requirements

• A combination of education and related work experience
• Three to five years’ experience in auditing and/or account performance function
• Knowledge of health care financing, operational functions and auditing requirements
• Knowledge of Blue Cross Blue Shield Association requirements related to operational performance
• Understanding of contractual agreements and effects on operational performance
• Ability to set and maintain quality standards
• Ability to develop and maintain effective and collaborative working relationships
• Strong and effective decision-making skills
• Strong organizational and time management skills
• Proficiency with Microsoft Suite of products (i.e., Word, Excel, PPT, etc.)

Nice To Haves

• Bachelor’s degree in Business Administration, Accounting, Finance, or related field, or an equivalent combination of education and experience
• Supervisory experience or experience leading a team

Responsibilities

• Coordinate the workflow and operations of the performance monitoring team.
• Provide direction and guidance to staff.
• Review and evaluate work and prepare performance reviews.
• Direct the day-to-day operations of the performance monitoring team in its efforts to monitor the key performance items measured in the service level program, and account performance guarantees.
• Investigate declines in performance and oversee resolution with key operational areas to improve performance on account performance guarantees.
• Oversee implementation of account performance guarantee reporting.
• Oversee analysis of reporting and data capabilities to develop and implement selections of possible account performance guarantees that are measurable, achievable and consistent with internal standards and reporting capabilities.
• Develop and update standard contract language regarding the methodology used to measure and report the guarantees.
• Ensure that reports are generated, analyzed and provided to the account via BCBSRI Sales department where such guarantees exist.
• Collaborate with internal areas to identify existing guarantees and transition all accounts to standard guarantees where possible.
• Notify appropriate vendor manager of changes in guarantees that relate to vendor PGs/ SLAs.
• Assist with completing performance guarantee-related responses to RFPs.
• Update and maintain a database/tracking system to monitor performance issues identified through non-regulatory external audits and performance monitoring reports.
• Facilitate the resolution of all issues identified.
• Communicate performance issues with potential negative impact to internal departments.
• Perform other duties as assigned.

Benefits

• flexible work arrangements that include remote and hybrid opportunities and paid time off
• tuition reimbursement
• assist with student-loan repayment
• health, dental, and vision insurance as well as programs that support your mental health and well-being
• pay competitively, offer bonuses and investment plans
• additional paid time to volunteer

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level