Team Leader, Operations (Member Outreach)

Blue Cross NC; United States; Hybrid; USD 67,000 - 107,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401k match

Tuition reimbursement

Parental leave and adoption support

Job summary

Blue Cross NC is hiring a Team Leader, Operations to guide the Risk Adjustment Concierge Member Outreach Team. You’ll lead workloads, coach staff, and ensure compliance while collaborating with frontline personnel and cross-functional partners.

You will drive performance, resolve issues, and coach the team through formal evaluations, contributing to service objectives and customer satisfaction.

Qualifications

• Bachelor's degree or advanced degree required or 7+ years of related experience in lieu of degree.
• 7+ years of related experience in the field may substitute for a degree.

Responsibilities

• Manage day-to-day workload to achieve business objectives and lead the team to meet goals.
• Act as a resource for the team and provide guidance on work processes and procedures.
• Foster a positive, accountable, and collaborative team culture.
• Serve as the primary contact for operational updates and escalations, including direct customer engagement as needed.
• Ensure staff are trained in processes and respond professionally to inquiries from internal and external customers.
• Provide ongoing coaching and conduct formal evaluations.
• Collaborate with cross-functional teams to set and monitor performance goals.
• Identify system or process gaps with cross-functional partners and address them.
• Identify trends, root causes, and implement corrective actions.
• Conduct random audits and implement performance improvement plans as needed.
• May contribute to short and long-term service objectives and share methods with the team.
• Respond promptly to escalated client issues and participate in corporate projects.

Skills

Team leadership

Performance coaching

Problem resolution

Workload management

Cross-functional collaboration

Root cause analysis

Client/customer service

Education

Bachelor's degree or advanced degree

7+ years of related experience in lieu of degree

Tools

Microsoft Excel

Microsoft PowerPoint

Microsoft SharePoint

Genesys Cloud

Power BI

Microsoft Teams

Outlook

Smart Desktop

Job description

Job Description

We’re hiring a Team Leader, Operations to join the Risk Adjustment Concierge Member Outreach Team! Responsible for leading a team of departmental staff, including oversight of workload and execution of operational goals. Provides guidance on problem resolution, ensures member and customer satisfaction, and maintains compliance with applicable requirements. Leads performance coaching, development, and trend analysis, and serves as a key liaison between frontline staff, leadership, and cross functional partners.

At Blue Cross NC, we’re making health care better for all – by listening deeply, challenging what’s possible, and putting care at the heart of everything we do. Join a purpose driven team where ideas spark change, growth is encouraged, collaboration fuels impact, and you’re supported with the flexibility and trust to do meaningful work.

What You’ll Do

• 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 (i.e., divisional, corporate, etc.).

What You Give

• Bachelor's degree or advanced degree (where required)
• 3+ years of experience in related field.
• In lieu of degree, 7+ years of experience in related field.

At this time, Blue Cross NC will not sponsor employment authorization for this position.

Bonus Points (Preferred Qualifications)

• Proficiency with Microsoft Excel, including formulas, pivot tables, charts, filters, and operational tracking is highly preferred.
• Experience creating professional presentations, leadership updates, and reports using Microsoft PowerPoint.
• Knowledge of Microsoft SharePoint for maintaining documentation, procedures, and team resources.
• Familiarity with Genesys Cloud or a similar contact center platform for queue management, interaction monitoring, and performance reporting.
• Experience using workforce management and collaboration tools such as Smart Desktop, Microsoft Teams, Outlook, and Power BI to support coaching, reporting, and operational decision-making.

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

Where You’ll Work

Our Hybrid Flex approach is built on presence with a purpose – giving you flexibility to work remotely with intentional in-person connection – that supports a workplace that’s flexible, connected, and future focused.

In a Hybrid-Flex role, you’ll work in the office at least two days a week for collaboration and connection. In a Remote Flex role, you’ll work virtually, with a few in-office visits each year for meaningful moments that matter.

Whether your role is Hybrid Flex or Remote Flex depends on the nature of the work and distance from our Durham headquarters. We welcome candidates from outside the local area and in any states listed on this job posting. Onsite expectations will be discussed during the interview process.

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.

$66,998.00 - $107,197.00