Lead Center Specialist (Boone, NC)

bcbsnc; Missouri; On-site; USD 55,000 - 89,000; Full time

Benefits offered by this job

Community events

Work-life balance

Medical, dental, and vision coverage

Parental leave

Tuition reimbursement

401k match

Job summary

Blue Cross NC in Missouri is seeking an experienced service-oriented professional to provide end-to-end support for complex insurance inquiries, including IU-65, Medicare, Small Group, and Ancillary products. Strong problem solving and communication skills are essential for interactions with members, providers, and colleagues.

The role emphasizes education on Blue Cross NC practices, ongoing relationship building to meet sales and retention goals, and collaboration across Sales, Healthcare and

Qualifications

• High school diploma or GED.
• 7+ years of experience in related field.
• Active Health & Accident and Medicare Supplement licenses required.
• Licenses must be obtained within two pre-licensure class attempts and five state exam attempts or 90 day period following each class.

Responsibilities

• Provide end-to-end service to customers on complex insurance questions and issues.
• Resolve inquiries on first contact using probing, problem-solving and critical thinking.
• Communicate complicated concepts to members, providers and colleagues in verbal and written form.
• Sales of IU-65, Medicare, Small Group and Ancillary products and educate customers on options.
• Build relationships to meet sales and retention goals.
• Document customer information and escalate as needed.
• Encourage use of self-service channels.
• Collaborate with Sales, Healthcare and Network Management to optimize stakeholder relations.
• Represent Blue Cross NC at community events; some events may be after hours or weekends.

Skills

Customer service

Healthcare knowledge

Licensing compliance

Communication

Problem solving

Education

High school diploma or GED

Job description

What You'll Do

Successfully utilizes added and specialized knowledge of product types, functional and/or technical skills to provide the highest level of solution focused, end to end service to our customers on highly complex insurance questions and issues.

Utilize probing and creative problem solving as well as critical thinking skills and the ability to analyze more complex and ambiguous information to resolve all customer inquiries on first contact.

Successfully able to understand and communicate complicated and multifaceted concepts to members, providers and colleagues in verbal and written form.

Recognize patterns of inconsistent and/or inaccurate claims filing practices among customers and providers, educate customers and providers on acceptable Blue Cross NC practices and policies.

Responsible for sales of IU-65, Medicare, Small Group and Ancillary products; analyzes the needs of individual customers, educates them on sales options and recommends products to meet those n eeds.

Build and maintain effective relationships with Individual customers to meet sales and retention goals.

Identify , understand and anticipate customers' unexpressed needs and concerns in a caring manner.

Ensures final disposition of each inquiry in a timely manner while systematically documenting detailed customer information relevant to each customer contact. Provides instructions as needed to internal business areas to ensure prompt resolution and response to customer inquiries.

Educate and encourage customers on use of alternative delivery channels ( i.e. self service , web).

Support and be committed to the mission, vision and values of the company by delivering seamless, energetic and innovative service and sales solutions to increase stakeholder satisfaction, retain customers and impact sales goals.

Identify and communicate process, product or systems improvement opportunities to improve the overall stakeholder experience.

Represents Blue Cross NC at community events, in and around the retail center location. Events may be after hours or on weekends.

Displays leadership by assisting with training needs of less experienced team members.

Keep abreast of market trends, activities and products of competitors and the economy.

Work collaboratively with Sales, Healthcare and Network Management partners to further optimize customer, employer group and provider relations by identifying opportunities to promote stakeholder programs. Promote programs, making sound decisions to apply the most appropriate “ stakeholder centric ” course of action to respond to needs.

Assist with escalation concerns where appropriate.

Confer with liaisons and points of contacts in other areas to address escalation and/or member/potential member concerns to resolution.

Ability to assign and confirm completion of appointments and necessary tasks in Center space as needed.

What You Have

• High school diploma or GED
• 7+ years of experience in related field
• Team members must have or obtain an active Health & Accident and Medicare Supplement license.
• Note: Licenses must be obtained within two pre-licensure class attempts and the subsequent five state exam attempts or 90 day period following each class, whichever comes first.

This role is onsite at our Boone Neighborhood Center

What You'll Get

• The opportunity to work at the cutting edge of health care delivery with a team that's deeply invested in the community
• Work-life balance, flexibility, and the autonomy to do great work
• Medical, dental, and vision coverage along with numerous health and wellness programs
• Parental leave and support plus adoption and surrogacy assistance
• Career development programs and tuition reimbursement for continued education
• 401k match including an annual company contribution

Salary Range

At Blue Cross NC, we take great pride in a fair and equitable compensation package that reflects market-price and our starting salaries are typically planned near the middle of the range listed. Compensation decisions are driven by factors including experience and training, specialized skill sets, licensure and certifications and other business and organizational needs. Our base salary is part of a robust Total Rewards package that includes an Annual Incentive Bonus*, 401(k) with employer match, Paid Time Off (PTO), and competitive health benefits and wellness programs.

*Based on annual corporate goal achievement and individual performance.

$55,370.00 - $88,592.00