Manager, Operations

Your Role

The  Commercial Customer Service team assists members in navigating their health plan and ensuring access to needed healthcare services  . The Program & Operations Manager, Commercial Customer Experience will report to the Director of Commercial Customer Service. In this role you will Manage the daily, short-term, and/or long-term activities of the customer service and operations teams commercial program strategy and providing service worthy of our family and friends. Responsible for the oversight of strategic initiatives, reporting, new membership implementation strategy, quality, goals, program compliance, and results for various operational areas. Focused on connecting organizational initiatives and Commercial program strategy to the member experience. 

 

Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning. 

Your Work

In this role, you will:

• Be responsible for overseeing our Concierge and Designated program strategy, scope of oversight includes planning, reporting, compliance management and reporting on our commercial programs and performance guarantees. 
• Establish operational objectives for department or functional area and participate with other managers to establish group objectives to support or programs
• Manage and/or oversee intra and inter departmental projects
• Communicates with parties within and outside of the operational team, including but not limited to Markets, Sales, Account Management, and Compliance teams
• Interpret or initiate changes in guidelines/policies/procedures based on organizational/Commercial program strategy. 
• Responsible for strategic alignment and integration across Commercial projects/programs in support of business unit process and administrative efficiency
• Demonstrates BSC Leadership Behaviors Fosters a great place to work by clearly communicating mission, vision, goals, roles, and expectations for team members; celebrating team achievements; building successful working relationships across the organization. 
• Responsible for tracking and reporting program insights, compliance and reporting for all Commercial lines of business. 

 

Your Knowledge and Experience

• Requires a bachelor’s degree or equivalent experience
• Requires at least 7 years of prior relevant experience, including 3 years of management experience gained as a team leader, supervisor or project/program manager
• Call Center experience strongly preferred
• Basic knowledge/experience in project/program management preferred
• Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution, work organization, risk management and delegation
• Ability to source, structure and incorporate data into the decision-making process and proven ability in change management and program implementation