Executive Director of Customer Experience

1 day ago


Meridian, Idaho, United States Blue Cross of Idaho Health Service, Inc. Full time
Job Summary

Blue Cross of Idaho Health Service, Inc. is seeking a seasoned executive to lead our customer service and claims operations. As a strategic leader, you will provide direction, guidance, and oversight to ensure seamless delivery of services to our customers.

Key Responsibilities
  • Leadership and Coaching: Provide guidance and support to customer service and claims leadership teams, fostering a culture of accountability, professional development, and high-performance.
  • Claims Processing: Ensure fair, accurate, and timely processing of claims in compliance with member policies, provider contracts, and government regulations.
  • Process Improvement: Identify areas for process enhancements and implement changes to increase efficiency and effectiveness.
  • Customer Service: Ensure all inquiries regarding claims status, benefits, and eligibility are answered accurately and with excellent customer service.
  • Technology Solutions: Enhance technology solutions to ensure accurate and timely processing of claims.
  • Division Objectives: Establish division objectives aligned with company goals and produce regular status reports.
  • Financial Management: Prepare and manage the department's operating budget, controlling expenditures within approved budgets.
  • Personnel Management: Approve personnel actions such as hiring, disciplinary actions, termination, and salary recommendations.
Requirements
  • Leadership Experience: Minimum of 10 years of progressive leadership experience in customer service and claims within healthcare insurance operations.
  • Formal Leadership Experience: Formal leadership experience leading multi-level teams.
  • Healthcare Operations Experience: Healthcare operations experience.
  • Government Programs Experience: Experience in government programs, including Medicare, Medicaid, and Qualified Health Plans.
  • Education: Bachelor's Degree in business or healthcare administration or related field; or equivalent work experience.
  • Preferred Qualifications: Master of Business Administration (MBA) or related field; CMS Compliance experience.

We offer a comprehensive benefits package and opportunities for career development. If you are a customer-centric leader looking to join a dynamic organization dedicated to providing world-class service, apply now.



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