Lead Center Specialist (Boone, NC)

Blue Cross NC; United States; On-site; USD 55,000 - 89,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401k with company match

PTO and wellness programs

Parental leave and adoption support

Tuition reimbursement

Job summary

Blue Cross NC is seeking a qualified professional for an onsite role in Boone. The position emphasizes end-to-end service for complex insurance questions, with a focus on IU-65, Medicare, Small Group and Ancillary products. Requires a high school diploma, 7+ years of experience, and an active health and Medicare license.

Onsite at Boone Neighborhood Center. The role offers comprehensive benefits, ongoing training, and opportunities to engage with customers, providers and the community while

Qualifications

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

Responsibilities

• Provide end-to-end service to customers on complex insurance questions.
• Resolve inquiries on first contact using probing, problem solving and critical thinking.
• Communicate complex concepts to members, providers and colleagues in verbal and written form.
• Sell IU-65, Medicare, Small Group and Ancillary products; assess needs and recommend options.
• Build relationships with individual customers to meet sales and retention goals.
• Document customer interactions and guide internal teams for timely resolution.
• Encourage use of self-service channels and other delivery channels.
• Identify opportunities to improve processes and stakeholder experience.
• Represent Blue Cross NC at community events and training sessions.
• Stay informed about market trends and competitor products.
• Collaborate with Sales, Healthcare and Network Management to optimize stakeholder relations.
• Handle escalations and coordinate with cross-area liaisons.

Education

High school diploma or GED

Job description

Job Description

• 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 needs.
• 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’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 needs.
• 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
• Learn more

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

Skills

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