Team Leader Medicare Concierge Engagement Support

Schedule: Remote

Compensation: $64,600 - $96,800

Jump into the new world of health insurance:

At Blue Cross & Blue Shield of Rhode Island (BCBSRI), our business is healthcare. But our focus is on improving lives. Be part of a team that's large enough to make a difference but small enough to be innovative. Work in a rapidly changing field. Take a chance to be creative. Move outside the status quo. Shape new ideas with the power of a national brand behind you.

Why this job matters:

Supervise the daily work of Medicare Concierge Business Support staff teams comprised of Engagement Specialists and Agent Support Specialists to ensure adherence to quality standards, deadlines, and proper procedures. Ensure senior market segment member inquiries are handled within service and compliance protocol. Provide performance management oversight and employee development. Manage workflow of department; implement corporate or departmental policies, procedures, and service standards.

What you'll do:

• Coordinate the workflow and daily operations as a team leader of the Medicare Concierge Business Support teams and service department. Provide direction and guidance to agents support and engagement specialist staff. Review and evaluate work and prepare performance reviews.
• Represent Concierge Contact Center and Medicare Operations on organizational priorities, project management organization (PMO) activities and service enhancements.
• Acts as liaison to the training, quality and audit team to actively manage content in knowledge articles and real-time communications to contact center agents and contact center staff.
• Coordinates with the Medicare Concierge management to resource projects, oversee digital service experiences, create and deploy CRM enhancements, perform call campaigns, respond to escalations, and participate in UAT testing and requirement sessions.
• Develop and deliver all reporting based on projects and events. Identify successes, improvement opportunities, and risks.
• Handle all escalations on complex customer and research issues.
• Coordinate and support staff with external business or customer events representing BCBSRI in the community to support retention efforts in the community and retail locations.
• Responsible for 5 Star CMS testing and operational support across the team to ensure adherence to CMS regulations. Support all efforts of the team's impact to Centers of Medicare and Medicaid Services 5 Star Rating program.
• Responsible for updating all required business scripts, obtaining CMS approval where necessary and ensuring the accuracy and adherence to regulatory requirements
• Perform remote or side-by-side monitoring of team. Ensure inquiries are answered in timely manner and that responses adhere to quality standards; along with consistent and up-to-date relay of benefit change and other information to the team.
• Evaluate trends and customer experience opportunities within call center data to drive efficiency and improvement in customer satisfaction (e.g., Net Promotor Score, Quality, First Contact Resolution, etc.)
• Partner cohesively with other business areas to ensure retention strategy is met for the business line.
• Adhere to compliance and Centers of Medicare and Medicaid Services regulations.
• Perform other duties as assigned.

What you need to succeed:

• A combination of education and related work experience
• Three to five years experience in a customer service environment
• Ability to motivate team
• Ability to maintain quality standards
• Ability to develop and maintain effective and collaborative working relationships
• Strong and effective decision-making skills
• Strong organizational and time management skills
• Proficiency with Microsoft Suite of products (i.e., Word, Excel, PPT, etc.)
• Successfully achieve Medicare Certification
• Valid driver's license

The extras:

• Prior experience with CMS, Medicare Regulations and Products
• Supervisory experience or experience leading a team
• Experience working in a call center environment
• Active State of RI Health Insurance Producer's License