Summary
 

Provides direction and guidance to customer service, claims processing, training, quality control and/or appeals staff for FEP.

Description
 

Directs customer service, claims processing, and/or appeals staff in ensuring prompt and accurate processing of items and inquiries. Develops and supports strategic initiatives to enhance provider and customer satisfaction.

Works closely with areas to track performance and develop measures of success. Implements process improvements.

Identifies system limitations and serves as project leader on system enhancements and updates.

Leads and supports achievement of departmental, divisional, and corporate strategic objectives. Collaborates with other functional areas to resolve multi-functional issues. Provides necessary assistance and resources when necessary.

Develops and monitors budget and resources for all assigned areas. Responsible for the selection, training, and development of staff. Ensures excellent customer service is given to employees, customers, management, etc.

Required Education: Bachelor's

Degree Equivalency: 4 years job related work experience or Associate's and 2 years job related work experience (Equivalency not applicable for the Celerian Group. Bachelor's degree required.)

Required Work Experience: 7 years of healthcare program or customer service experience to include budget management experience including 3 years of management/supervisory experience OR 3 years of equivalent military experience in grade E4 or above (may be concurrent).

Required Skills and Abilities: Strong organizational, analytical, presentation, and customer service skills. Strong oral and written communication skills. Ability to persuade, negotiate or influence. Ability to handle confidential or sensitive information with discretion. Proficient spelling, punctuation, grammar, and basic business math.

Required Software and Tools: Microsoft Office.

Preferred Experience: Experience regarding the Federal Employee Program and managing Call Center.

Work Environment: Typical office environment. Frequent travel required.

 

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Equal Employment Opportunity Statement

BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in e