Team Leader, Operations — Member Outreach (Hybrid/Remote)

Blue Cross and Blue Shield of North Carolina; Chapel Hill (NC); Hybrid; USD 67,000 - 107,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Hybrid work model

401k and retirement benefits

Job summary

Blue Cross NC is seeking a Team Leader, Operations for the Risk Adjustment Concierge Member Outreach Team in North Carolina. You will lead a team, supervise workloads, and drive performance coaching, ensuring high member and customer satisfaction while maintaining compliance.

The role emphasizes coaching, cross-functional collaboration, and process improvement. A bachelor's degree or 7+ years of related experience is required, with a hybrid work model and strong growth opportunities in a

Qualifications

• 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.

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

Skills

Team leadership

Coaching

Problem solving

Education

Bachelor's degree or advanced degree

Job description

Blue Cross NC is seeking a Team Leader, Operations for the Risk Adjustment Concierge Member Outreach Team in North Carolina. You will lead a team, supervise workloads, and drive performance coaching, ensuring high member and customer satisfaction while maintaining compliance.

The role emphasizes coaching, cross-functional collaboration, and process improvement. A bachelor's degree or 7+ years of related experience is required, with a hybrid work model and strong growth opportunities in a