Hybrid Individual Market Customer Service Manager

at Premera Blue Cross

• Job title: Individual Market Customer Service Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $81,100 - $137,900 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Mountlake Terrace, United States

About the role

• Individual Market Customer Service Manager at Premera driving operational excellence and high team performance in transforming healthcare. Oversee planning, processes, and develop staff in a hybrid work environment.

Responsibilities

• Manage assigned team including hiring, coaching/mentoring, supporting professional development, and providing appropriate and timely performance feedback to staff, both informally and during formal review processes.
• Identify, design, and implement appropriate solutions to staffing and succession planning, quality and workload problems in a timely and effective manner.
• Responsible for the day-to-day operation and strategic planning to consistently achieve monthly and annual performance measures.
• Anticipate the impact of the changing business environment on assigned work areas and adjust work assignments and processes as necessary.
• Use monthly forecasting and planning for multiple areas of responsibility.
• Decisions are made with a high level of independence.
• Manage assigned projects, meeting deadlines and assuring results meet the business needs of the organization.
• Responsible for resolving more difficult internal and client issues as they arise.
• Recommend budget requirements for assigned areas using forecasting and planning tools.
• Manage within approved budgets and requests exceptions as needed.
• Build effective working relationships with employees at multiple layers across the organization gaining insight into business requirements and influencing diverse and sometimes competing agendas to gain alignment.
• Design, implement and monitor procedures to ensure smooth, accurate and timely work flow within assigned groups and works collaboratively with others throughout Premera to implement cross-team and company-wide procedures and systems changes.
• Identify, design, and implement appropriate solutions to staffing, quality and work load problems in a timely and effective manner.
• Establish, monitor, and remediate when needed, performance metrics, including customer facing escalations and standards, and performance guarantees for specific lines of business or scorecard performance. This may require cross departmental collaboration.
• Develop strategic partnerships to ensure vendors are engaged with the business and contracts are managed ensuring service level agreements are achieved. This position may be the primary contact for government agencies, employer/group, and/or consultant.

Requirements

• Bachelor's degree or four (4) years of work experience (Required).
• Five (5) years of experience in a multi-functional operations environment, which must include three (3) years of management experience (Required).
• Bachelor's degree in business or related area strongly preferred.
• Familiarity with Premera products and systems.
• Four (4) years of management experience, with at least one in a health insurance setting.
• Experience with quality and production management tools and systems.
• Experience providing innovative solutions and recommendations.
• Experience in Individual market.

Benefits

• Medical, vision, and dental coverage with low employee premiums.
• Voluntary benefit offerings, including pet insurance for paw parents.
• Life and disability insurance.
• Retirement programs, including a 401K employer match and, believe it or not, a pension plan that is vested after 3 years of service.
• Wellness incentives with a wide range of mental well-being resources for you and your dependents, including counseling services, stress management programs, and mindfulness programs, just to name a few.
• Generous paid time off to reenergize.
• Looking for continuing education? We have tuition assistance for both undergraduate and graduate degrees.
• Employee recognition program to celebrate anniversaries, team accomplishments, and more.
• For our hybrid employees, our on-campus model provides flexibility to create your own routine with access to on-site resources, networking opportunities, and team engagement.
• Commuter perks make your trip to work less impactful on the environment and your wallet.
• Free convenient on-site parking.
• Subsidized on-campus cafes make lunchtime connections with colleagues fun and affordable.
• Participate in engaging on-site activities such as health and wellness events, coffee connects, disaster preparedness fairs and more.
• Our complementary fitness & well-being center offers both in-person and virtual workouts and nutritional counseling.
• Need a brain break? Challenge someone to a game of shuffleboard or ping pong while on campus.