Medicare Part D Support Staff Team Lead

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POST DATE 9/17/2016
END DATE 11/16/2016

Blue Cross and Blue Shield of North Carolina Winston Salem, NC

Company
Blue Cross and Blue Shield of North Carolina
Job Classification
Full Time
Company Ref #
RQ0001424
AJE Ref #
576202585
Location
Winston Salem, NC
Experience
Mid-Career (2 - 15 years)
Job Type
Regular
Education
High School Diploma or GED

JOB DESCRIPTION

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JOB DESCRIPTION

Responsible for leading a group of departmental personnel; including coaching, development, trend analysis, and team goal creation.

* Manage day-to-day business area activities; provide leadership and direction to team and set team goals and expectations.

* Act as a technical resource for team; provide assistance on system issues, work processes and procedures.

* Train team members to ensure less experienced employees are able to respond professionally, courteously, quickly and accurately to all inquiries from internal and external customers.

* Provide coaching and development feedback to team.

* Work with other departmental teams to review and set performance goals and track performance against these goals.

* Identify trends, determine root causes, and initiate appropriate action to resolve issues.

* Conduct random audits of team s work. Review audit results with employees and create performance improvement plans as necessary.

* May develop short and long-term service objectives and methods, implement these methods when approved.

* Respond quickly and accurately to escalated issues from clients and customers.

* Review customer needs and delivery commitments and review with team members.

* May represent the department on corporate projects.

HIRING REQUIREMENTS

High school diploma or GED and 3 years of experience in an operations function to include training, auditing or technical support.

HIRING PREFERENCES

Bachelor s degree in a business or health-related field.

Experience in a health care/health insurance environment.

Experience in claims, customer service, membership, enrollment or a call center environment.

* Thorough knowledge of BCBSNC products and procedures

* The ability to interpret policy provisions

* Effective verbal and written communication and presentation skills

* Commitment to high quality customer service

* Ability to coach and give constructive feedback

* Ability to promote and support team work and team decision making

* Ability to identify issues and recommend and implement solutions

* Ability to make sound and independent business decisions in often high-pressure situations

* Excellent interpersonal and relationship building skills

* Strong time management and organizational skills

* Ability to foster meaningful learning opportunities for each staff member.