COB Team Lead - Operations & Coaching

Blue Cross and Blue Shield of North Carolina; Louisiana (MO); Hybrid; USD 67,000 - 107,000; Full time

Job summary

Blue Cross NC seeks a Team Leader, Coordination of Benefits to lead departmental staff, oversee workloads, and support operational goals. This role provides guidance on issue resolution, promotes member and customer satisfaction, and helps ensure compliance with applicable requirements.

You will coach and develop employees, perform trend analyses, and collaborate with cross-functional partners. The role blends frontline leadership with cross-team liaison and process improvement.

Qualifications

• Bachelor's degree or 5+ years of experience in related field.
• In lieu of degree, 7+ years of experience in related field.

Responsibilities

• Manage day-to-day workload to achieve business objectives; provide leadership and direction to the team and execute team goals and expectations.
• Act as a resource for the team; provide assistance on work processes and procedures.
• Foster a positive, accountable, and collaborative team culture.
• Serve as the primary point of contact for operational updates and escalations, including direct, customer facing engagement as needed.
• Ensure employees are properly trained in processes and procedures and respond professionally, courteously, quickly, and accurately to all inquiries from internal and external customers.
• Provide ongoing coaching and development feedback to team members. Conduct regular coaching conversations and formal performance evaluations.
• Collaborate with other departmental teams to establish performance goals and monitor progress against those goals.
• Partner with cross functional teams to identify and address system or process gaps.
• Identify trends, determine root causes, and initiate appropriate action to resolve issues.
• Identify, document, and report system and process problems/trends using root cause analysis and implement solutions.
• Conduct random audits of the 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 and implement these methods when approved.
• Respond quickly and accurately to escalated issues from clients and customers.
• May represent the department on corporate projects.

Skills

People leadership

Process improvement

Leadership

Education

Bachelor's degree

Advanced degree

Tools

Lean Six Sigma

Job description

Blue Cross NC seeks a Team Leader, Coordination of Benefits to lead departmental staff, oversee workloads, and support operational goals. This role provides guidance on issue resolution, promotes member and customer satisfaction, and helps ensure compliance with applicable requirements.

You will coach and develop employees, perform trend analyses, and collaborate with cross-functional partners. The role blends frontline leadership with cross-team liaison and process improvement.