Team Manager, Eligibility Services - Member Enrolment & COB

Alberta Blue Cross; Edmonton; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

Alberta Blue Cross is seeking a Team Manager to lead the Eligibility Services team, driving accurate enrolment and service delivery with a focus on autonomy and accountability.

You will guide complex member administration across Plan Configuration, Group Sales, Billing, Underwriting, and Benefit Services, coordinating with IT and other departments to optimize processes and performance.

Qualifications

• Leadership experience with teams and performance coaching.
• Strong communication and presentation skills.
• Proven problem-solving and analytical abilities.
• Experience in planning, time management and organization.
• Ability to adapt to frequent change and manage heavy workloads.
• Awareness of workflow automation tools like Power Automate.

Responsibilities

• Oversee daily activities of the Eligibility Services team and provide direction to ensure accuracy and timely outputs.
• Coordinate resolution of complex Member Administration issues across multiple departments.
• Lead corporate projects and changes, assessing impact on processes and delivery.
• Communicate policy, procedural, and system changes to impacted teams.
• Conduct performance reviews and develop staff with a focus on accountability.
• Build relationships with internal and external stakeholders and lead cross-functional initiatives.
• Identify and implement system, process, policy improvements for efficiency and service quality.
• Champion AI-enabled tools and automated workflows to improve team performance.

Skills

Leadership

Communication

Problem solving

Analytical thinking

Change management

Project management

Coaching

Education

Post-secondary degree or diploma

Tools

Power Automate

Job description

OVERVIEW:

Working in a flexible work style arrangement, with the guidance of the Manager of Member Enrolment & COB, the Team Manager is responsible for the people and the processes underlying member enrolment and ensures accurate and timely administration of the Group book of business. Member enrolment involves complex administration, contractual issues and service delivery. The successful candidate must have exemplary interpersonal skills, proven leadership capacity, strong problem-solving skills, effective research and analytical approaches, and a strong commitment to service excellence. This position embraces relationship building, project management, curiosity, and innovation. The Team Manager opportunity has been approved for an 18 month term.

WHAT YOU WILL DO:

• Manage daily activities and provide direction, support and leadership to the Eligibility Services team, ensuring work is completed accurately and within established turnaround times.

• Coordinate the resolution of complex Member Administration issues involving Plan Configuration, Group Sales, Group Billing, Medical and Group Underwriting, Case Management, Benefit Services, IT and other applicable departments.

• Lead and participate in corporate projects and work groups, assessing the impact of system and process changes on business processes, resources and service delivery. Support change management and ensure timely implementation.

• Communicate policy, procedural and system changes to Member Claims & Administration and other impacted departments.

• Conduct regular performance reviews, track team and individual metrics, and provide meaningful feedback, coaching and development opportunities. Support performance and learning plans and develop staff to take on increasing levels of responsibility, with a focus on autonomy and accountability.

• Build and maintain effective working relationships with internal and external customers, stakeholders and coworkers.

• Represent Group Administration in corporate work groups, projects and cross-functional initiatives.

• Identify and recommend system, process, policy and procedural improvements that enhance efficiency, quality and service delivery. Work with Business Support and other applicable areas to document, prioritize and implement enhancements.

• Identify solutions that support department and division strategies, operational plans and customer needs, working with senior management and other stakeholders to develop and execute effective solutions.

• Champion the adoption of AI-enabled tools and automated workflows to enhance team efficiency, service quality and continuous improvement.

• Create a positive working environment that encourages productivity, collaboration, innovation and accountability.

• Lead projects and initiatives, ensuring timely completion and effective implementation.

• Research and analyze information to resolve complex inquiries, escalations, complaints and unique situations, exercising sound judgment and decision-making.

WHAT YOU WILL HAVE :

• A post‑secondary degree or diploma would be considered an asset.
• 3-5 years of experience in a corporate environment, healthcare, service delivery or a related field.
• Demonstrated competence and willingness to continue developing within the organization’s leadership framework.
• Experience in a leadership role would be considered an asset, particularly experience leading or supporting virtual teams.
• Strong communication, interpersonal and presentation skills.
• Strong decision-making, analytical and problem-solving abilities.
• Demonstrated planning, time management and organizational skills.
• Ability to work effectively under pressure and demonstrate conflict resolution skills.
• Demonstrated initiative, results orientation and commitment to continuous improvement.
• Demonstrated commitment to quality customer service and the ability to establish and maintain effective relationships with internal and external customers.
• Ability to effectively manage heavy workloads and adapt to frequent change.
• Demonstrated adaptability and change management experience.
• Experience with Power Automate or other workflow automation tools would be considered an asset.

This position will remain open until suitable candidates are selected.

Alberta Blue Cross® is an inclusive employer committed to a workplace that reflects the diversity of the communities we serve. We empower and are advocates for our team members by welcoming, respecting and valuing their unique perspectives, backgrounds, and experiences.

We offer the opportunity to work in an innovative, high-energy team-focused environment.

A criminal record check satisfactory to Alberta Blue Cross will be required as a condition of employment, following a conditional offer.