Your Role

The B2B Customer Experience team is responsible for supporting Blue Shield of California Providers through their servicing needs building strong relationships and ensuring ongoing loyalty to the Blue Shield brand. The Sr. Manager, Service Strategy and Operations of B2B Services will report to the Senior Director of Broker, Employer & Provider Services. In this role you will be responsible for ensuring the success of our operational performance, while redefining our service operations to continue to drive against our key initiatives in collaboration with our third-party contact center vendors.

Your Work

In this role, you will:

• Responsible for the strategic and tactical planning with our B2B Contact Center Service supporting Provider Operations. Manages service, regulatory, and financial performance making sure that BSC is achieving the highest level of customer satisfaction and operational performance establishing operational objectives ensuring customer driven KPIs and goals are in place, which are reflective of and measure our strategic, competitive, and regulatory position. Lead end-to-end process improvements evaluation and planning to create efficiencies to scale for growth.
• Develop enhanced tracking, analytics and reporting of current reasons and resolutions to clearly articulate provider pain points to partners in the organization which results in influencing change and service improvements. Defines and implements operational structure & processes to facilitate business performance driving continual gap evaluation of operational process & technology for efficiency transformation.
• Provide leadership and development to staff responsible for operational oversight, insights, project implementations, and process improvements which are required to support immediate and long-term business strategies.
• Provide direction and management for any contact center related Regulatory (DMHC, CDI), Accreditation (NCQA, URAC) and audits; includes documentation of evidence supporting compliance, the onsite file review and the interview processes and the written response processes. Implements changes based on audit findings along with internal controls to maintain compliance.
• Oversee critical aspects of the B2B service experience strategy in partnership with key stakeholder business units (Digital, Transformation, claims, etc.) working cross-functionally to align department policies, procedures, and results through an improvement of processes, technology, and customer education/adherence.

Your Knowledge and Experience

• Requires a bachelor's degree or equivalent experience
• Requires at least 10 years of prior relevant experience, including 4 years of management experience
• Requires practical knowledge in leading and managing the execution of processes, projects, and tactics within an area.
• Has advanced knowledge and skills including technical or functional expertise, business acumen, financial analysis skills, risk management, delegation skills, critical thinking, and decision-making skills.
• In-depth knowledge of Blue Shield of California's mission, vision and strategy and healthcare industry environment.

Pay Range

The pay range for this role is: $ 114,400 to $ 171,600 for California.

Note:

Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.

About the Company:
Blue Shield of California