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| Job Number: | 24267895 | | Company Name: | BlueCross BlueShield of North Carolina | | Job Location: | Winston Salem, NC US | | Job Category: | Insurance |
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Manager, Operations
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AutoReqId 7984BR
Job Title Manager, Operations
Business Function Professional
Department SMA Claims Operations
Position Location Winston Salem
Major Responsibilities Provides leadership, vision and direction for multiple distinct operational business units. Ensures compliance measures are adhered to and met. Responsible for the delivery of quality service by respective units. Ensures efficiency and productivity of the business units by developing employee capabilities and effective process flows and controls. Also builds management relationships across the organization.
* Provides leadership/direction to business unit leaders who oversee day-to-day business area activities. Sets expectations and makes changes as needed to day- to- day business operations and processes to enhance quality and efficiency of service.
* Recommends and implements effective ways to monitor and evaluate customer and provider concerns, issues and satisfaction
* Identifies and takes action regarding needed process and procedural changes which will result in improved internal and external customer satisfaction.
* Actively requests input on work processes, quality improvements, goal setting, and decision-making.
* Works with team leaders to develop team goals, and coaches and supports team leaders in achieving these goals. Measures and tracks team and individual performance and provides constructive feedback to team members. Ensures the establishment and implementation of individual performance goals and Individual Plans of Work. Reports overall performance results.
* Works with team leaders to encourage career development activities (e.g., increasing the scope of responsibilities within the role, encouraging movement throughout the organization, etc.).
* Designs, develops, and implements tools and techniques to continuously improve processes. Proactively identifies trends, determine root causes, and initiates appropriate action to resolve issues.
* Works with peers to continuously improve operations, resolve cross-team issues, and allocate resources.
* Communicates regularly with organization leadership to coordinate workloads, issues, projects and monitor performance.
* Accountable for budgeting, forecasting and overseeing two or more cost center budgets.
Requirements
* Bachelor's degree and five years experience managing an operational area (i.e. Claims, Call Center, and Fulfillment).
* If no Bachelor's degree, seven years experience managing an operational area (i.e. Claims, Call Center, and Fulfillment).
Additional Critical Skills & Knowledge Needed for Job
* Experience managing multiple operational areas (i.e. call center, claims, fulfillment)
* Commitment to high quality customer service.
* Demonstrated success in coaching, giving constructive feedback and developing employees.
* Demonstrated ability to promote and support teamwork.
* Demonstrated analytical thinking skills. Ability to identify issues and recommend and implement solutions.
* Excellent negotiation, decision-making, and relationship-building skills.
* Excellent interpersonal, organizational, and leadership skills.
* Ability to make sound and independent business decisions in often high-pressure situations.
* Excellent oral and written communication skills.
* Facilitation and presentation skills or experience in an operational environment preferred.
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