About the position
As a Client Service Advisor at BlueCross BlueShield of North Carolina, you will be responsible for establishing and maintaining a customer-facing service relationship with clients. This role requires a high level of engagement around service delivery, issue resolution, and healthcare initiatives that are unique to each client. You will take a multi-faceted and creative approach to manage the overall service strategy for the client, ensuring that all interactions are aligned with the company's commitment to excellence in service. Your responsibilities will include partnering with internal teams to ensure compliance with contractual agreements, effective cost control measures, and adherence to policies and procedures. You will be tasked with resolving service inquiries and driving excellence in sales delivery by efficiently addressing needs and issue escalations expressed by internal team members. Building sustainable relationships with internal team members is crucial, as you will provide a market-leading service and support experience. In this role, you will identify, analyze, and resolve complex operational issues impacting clients. You will intake, manage, track, and resolve inquiries, issues, and escalations raised by client representatives, agents, or consultants. Additionally, you will design, develop, and maintain the integrity of service plans, facilitating meetings to review service plans and client-specific issues. You will secure service deliverables with the account, identify tasks and expectations from the client, and ensure that these deliverables are met. You will also be responsible for escalating high-priority or high-risk issues to the Client Success Lead as needed, developing relationships with clients to understand their goals and processes, and providing plan/benefit administration support. Your role will involve administering and monitoring client contract provisions, maintaining compliance with contractual agreements, and addressing client concerns regarding non-compliance or administrative issues. Collaboration with the sales team is essential, as you will report issues, perform research, and propose solutions to identified problems. You will represent Blue Cross NC in critical service-related customer meetings and participate in customer-facing sales meetings as requested. Delivering client-specific reporting, including service issues and network disruptions, will also be part of your responsibilities. By leveraging historical client inquiry and issue data, you will actively identify future resolutions, optimize inquiry management, and address operational inefficiencies. You will collaborate with the sales team to create strategies for addressing these inefficiencies and document best practices to suggest improvements in process, product delivery, and client service.
Responsibilities
- Establish and maintain a customer-facing service relationship with clients.
- Engage in service delivery, issue resolution, and healthcare initiatives unique to clients.
- Partner with internal teams to ensure compliance with contractual agreements and effective cost control measures.
- Resolve service inquiries and drive excellence in sales delivery by addressing needs and issue escalations.
- Build sustainable relationships with internal team members to provide market-leading service and support experience.
- Identify, analyze, and resolve complex operational issues impacting clients.
- Intake, manage, track, and resolve inquiries, issues, and escalations raised by client representatives, agents, or consultants.
- Design, develop, and maintain the integrity of service plans.
- Facilitate meetings to review service plans and client-specific issues.
- Secure service deliverables with the account and identify tasks and expectations from the client.
- Escalate high-priority or high-risk issues to Client Success Lead as needed.
- Develop relationships with clients to understand their goals, processes, and systems.
- Provide plan/benefit administration support to clients and monitor compliance with contractual agreements.
- Address client customer concerns and non-compliance contract/administrative issues.
- Coordinate required corrective actions identified via data and root cause analysis.
- Maintain a collaborative relationship with sales and report issues to the sales team.
- Deliver client-specific reporting, including service issues and network disruptions.
- Leverage historical client inquiry and issue data to identify future resolutions.
- Identify operational inefficiencies and collaborate with the sales team to create strategies to address them.
Requirements
- Bachelor's degree or advanced degree (where required).
- 3+ years of experience in a related field.
- In lieu of a degree, 5+ years of experience in a related field.
- Must be able to obtain a North Carolina Health and Life Insurance license within 60 days of employment.
- Must possess and maintain a valid driver's license.
Nice-to-haves
- Strong customer service skills.
- Background in the insurance industry.
- Excellent communication skills.
Benefits
- Competitive health benefits.
- Bonus plans based on performance.
- 401(k) with employer match.
- Paid time off (plus two well-being days).
- Career development and wellness programs.
