Job Description
As Director, Provider Service, you will play a key role in shaping and advancing the strategic vision for provider customer service. This leadership position empowers you to guide team leaders, drive support initiatives that meet high contractual and service standards and nurture a dynamic culture of excellence. You'll have the opportunity to analyze financial and service results, implementing meaningful strategies that enhance performance and deliver real value to the organization.What You’ll Do
Develop the strategic vision and key processes for the provider contact center, prioritizing support delivered through vendors, plan-to-plan, and PSA contact channels by business impact
Partner with Operational leads and workforce management to supplement strategy with the development of budgets, staffing models, and operational performance standards
Direct and improve Strategic Provider Services offering, maintaining close relationships with key (Platinum) providers including use of site visits to inform provider service strategy and resolve escalated claims and service issues
Oversee support of non-platinum providers through virtual contact centers while providing oversight for vendor relations. Ensure plan-to-plan contacts are handled in line with BCBSA standards and service level expectations
Communicating with managers and team leads on the provider service strategy and align on operational changes necessary for execution
Resolve complex escalations and contribute to training development to maintain and improve service delivery
Monitor and review service performance ensuring that provider service agreements are met
Report operational updates to the Claims AVP and Operations VP; serve as a subject matter expert for provider service
End to end inventory management to align with all regulatory, Internal, external and other applicable processing guidelines and timeliness expectations; includes evaluating and adjusting all processing guidelines as required to meet customer expectations.
What You Bring
Bachelor's degree or advanced degree (where required)
10+ years’ experience in Health Care Delivery and Operations
In lieu of degree, 12+ years of experience in related field.
Deep health plan claims and service expertise.
5+ years of progressive leadership experience.
Bonus Points
Strong analytical skills with the ability to drive transformational, consumer centric change while managing operations – highly preferred
Six Sigma/Continuous improvement experience - highly preferred
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.
Skills
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JOB ALERT FRAUD: We have become aware of scams from individuals, organizations, and internet sites claiming to represent Blue Cross and Blue Shield of North Carolina in recruitment activities in return for disclosing financial information. Our hiring process does not include text-based conversations or interviews and never requires payment or fees from job applicants. All our career opportunities are published on https://bcbsnc.wd5.myworkdayjobs.com/en-US/BCBSNC. If you have already provided your personal information that you suspect is fraudulent activity, please report it to your local authorities. Any fraudulent activity should be reported to: HR.Staffing@BCBSNC.com.
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