Director, Customer Service

Director, Customer Service Baton Rouge , Louisiana We take great strides to ensure our employees have the resources to live well, be healthy, continue learning, develop skills, grow professionally and serve our local communities. We invite you to apply for a career with Blue Cross.

Please note that effective Jan. 4, 2022, Blue Cross and Blue Shield of Louisiana will require any employee who enters any of our offices or who interacts in person with anyone for company business purposes to be fully vaccinated for COVID?19, unless legally entitled to a reasonable accommodation related to religious or medical exemptions. Please note this is subject to change at any point in time to ensure compliance with company policy or government mandates.

Residency in or relocation to Louisiana is preferred for all positions.

**POSITION PURPOSE**

Responsible for planning and forecasting all departmental activities, analyze and interpret results obtained, and taking necessary action. Responsible for the monitoring telephone accessibility statistics, scheduling of call center resources, loading of skill sets and historical call data for the entire Division. Directs the operation of all areas of responsibility and monitors annual budget preparation and ongoing expenses. Ensures customer satisfaction by meeting standards as set forth in MTM guidelines. Accountable for complying with all laws and regulations associated with duties and responsibilities.

**NATURE AND SCOPE**

* Manages People

* This role directly manages 3 workers

* This role directly manages these jobs: MANAGER, CUSTOMER SERVICE

* This role reports to this job: VP, BENEFIT OPERATIONS- CUSTOMER SERVICE

Necessary Contacts: In order to effectively fulfill this position the Director must be in contact with:

Various internal departments and staff including, but not limited to, Provider Services, Legal, Internal Audit, IT, other Benefit Administration Management and staff, Membership and Billing, Administrative Services, and District Offices.

Various external entities including, but not limited to, Providers, Members, Lawyers, Groups, Commissioner of Insurance, other insurance companies, and other Plans.

**QUALIFICATIONS**

**Education**

* Bachelor's in a related field required

* Four years of related experience can be used in lieu of a Bachelors degree.

**Work Experience**

* 7 years of benefit operations or financial operations experience is required

* Call Center Management is preferred

* 3 years of people management experience and demonstrated leadership skills is required

* Experience can run concurrently

* Experience with identifying, implementing, monitoring and managing business area operational and financial controls preferred

* Experience in the healthcare industry operations is preferred, particularly within the health insurance sector

**Skills and Abilities**

* Strong skills are required in the following; oral and written communication, organizational, management, presentation, interpersonal and public speaking.

* Ability to make good decisions, prioritize assignments, analyze data, resolve problems and work independently.

* Working knowledge of relevant PC software and call center technology.

**Licenses and Certifications**

* None Required

**ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS**

* Oversees the operations for the BCBSLA Call Center Service Units to ensure the customers receive efficient quality service.

* Review data and reports to ensure inventory, quality assurance and timeliness is managed to reflect corporate mandates. Monitors and modifies workflow, as necessary, to ensure all resources are effectively utilized.

* Responsible for mentoring and coaching all employees in the Call Center Service Units to ensure excellent customer and employee satisfaction. This includes meeting standards as set forth in MTM guidelines.

* Work closely with personal within department and division to ensure corporate teamwork, customer satisfaction and personnel administration of all assigned staff.

* Interact with staff at all levels to respond to any situation necessary to resolve discrepancies and identify problems related to both personnel and the customer to ensure customer satisfaction.

* Completes budget preparation and monitors budget variances throughout the year to ensure Budget Compliance.

**Additional Accountabilities and Essential Functions**

*The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential Functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions*

* Perform other job-related duties as assigned, within your scope of responsibilities.

* Job duties are performed in a normal and clean office environment with normal noise levels.

* Work is predominately done while standing or sitting.

* The ability to comprehend, document, calculate, visualize, and analyze are required.

**An Equal Opportunity Employer**

**All BCBSLA EMPLOYEES please apply through Workday Careers.**

PLEASE USE A WEB BROWSER OTHER THAN INTERNET EXPLORER IF YOU ENCOUNTER ISSUES (CHROME, FIREFOX, SAFARI)

**Additional Information**

Please be sure to monitor your email frequently for communications you may receive during the recruiting process. Due to the high volume of applications we receive, only those most qualified will be contacted. To monitor the status of your application, please visit the "My Applications" section in the Candidate Home section of your Workday account.

If you are an individual with a disability and require a reasonable accommodation to complete an application, please contact recruiting@bcbsla.com for assistance.

In support of our mission to improve the health and lives of Louisianians, Blue Cross encourages the good health of its employees and visitors. We want to ensure that our employees have a work environment that will optimize personal health and well-being. Due to the acknowledged hazards from exposure to environmental tobacco smoke, and in order to promote good health, our company properties are smoke and tobacco free.

*Blue Cross and Blue Shield of Louisiana performs background and pre-employment drug screening after an offer has been extended and prior to hire for all positions. As part of this process records may be verified and information checked with agencies including but not limited to the Social Security Administration, criminal courts, federal, state, and county repositories of criminal records, Department of Motor Vehicles and credit bureaus. Pursuant with sec 1033 of the Violent Crime Control and Law Enforcement Act of 1994, individuals who have been convicted of a felony crime involving dishonesty or breach of trust are prohibited from working in the insurance industry unless they obtain written consent from their state insurance commissioner.*

*Additionally, Blue Cross and Blue Shield of Louisiana is a Drug Free Workplace. A pre-employment drug screen will be required and any offer is contingent upon satisfactory drug testing results.*

**JOB CATEGORY:** **Customer Service & Contact Center Operations**