Manager of Contact Center Oversight

Blue Cross & Blue Shield Of Rhode Island

Job Location:

Providence, RI - USA

Monthly Salary: $ 92700 - 139100

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Pay Range:

$92700.00 - $139100.00

Please emailif you are a candidate seeking a reasonable accommodation for the application and/or interview process.

At BCBSRI our greatest resource is our people.

We come from varying backgrounds different cultures and unique experiences. We are hard-working caring and creative individuals who collaborate support one another and grow together. Passion empathy and understanding are at the forefront of everything we donot just for our members but for our employees as well.

We recognize that to do your best work you have to be your best self.
Its why we offer flexible work arrangements that include remote and hybrid opportunities and paid time off. We provide tuition reimbursement and assist with student-loan repayment. We offer health dental and vision insurance as well as programs that support your mental health and well-being. We pay competitively offer bonuses and investment plans and are committed to growing and developing our employees.

Our culture is one of belonging.
We strive to be transparent and accountable. We believe in equipping our associates with the knowledge and resources they need to be successful. No matter where youre at in the organization youre an integral part of our team and your input thoughts and ideas are valued.

Join others who value a workplace for all.
We appreciate and celebrate everything that makes us unique from personal characteristics to past experiences. Our different perspectives strengthen us as an organization and help us better serve all Rhode Islanders.

Were dedicated to serving Rhode Islanders.
Our focus extends beyond providing access to high-quality affordable and equitable care. To further improve the health and well-being of our fellow Rhode Islanders we regularly roll up our sleeves and get to work (literally) in communities all across the statebuilding homes working in food pantries revitalizing community centers and transforming outdoor spaces for children and adults. Because we believe it is our collective responsibility to uplift our fellow Rhode Islanders when and where we can our associates receive additional paid time to volunteer.

Why this job matters:

Responsible for vendor performance collaboration and oversight. Accountable for ensuring service level agreements (SLAs) are met while driving quality and performance improvements in contact center delivery. Collaborate with vendor leadership internal committees and cross functional teams to enhance member satisfaction and operational efficiency.

What youll do:

Manage vendor relationships monitor SLAs change management and performance guarantees to ensure optimal service delivery for members and providers
Manage contractual delivery and identify and manage contractual change controls with enterprise vendor management
Recognize contractual opportunities and drive discussions to implement advancement targeting efficiencies cost reductions and service improvements
Participate in customer experience initiatives focusing on First Contact Resolution (FCR) member and provider satisfaction and CX Index achievement including trend analysis and continuous process improvements.
Main point of contact for delivery on member and provider BCBSA measurement achievement (LOS measures)
Drive focus on resolving members and provider abrasion points in service delivery
Lead and report on call calibration exercises supported by managed action plans
Analyze trends manage RAID documentation and lead measurable improvements to processes and quality delivery to members and providers
Assess and support the implementation of technologies that assist in simplifying processes controls costs and drive engagement and satisfaction. This includes but is not limited to: digital adoption and engagement providing requirement specifications for reporting and system development advanced use of AI to impact speed accuracy experience and cost reduction; and conducting testing and providing signoff on stakeholder experience initiatives.
Partner with clinical CX leadership and digital teams to align communications and initiatives with member navigation and advocacy value add activities
Support end-to-end member and provider experience through journey mapping and management collaboration on CX design changes that intersect channels
Perform other duties as assigned.

What you need to succeed:

Bachelors degree in Business Management Business Administration or related field; or an equivalent combination of education and experience
Five to seven years experience in a customer service call center environment
Three to five years management experience or experience leading a team
Vendor management experience
Demonstrated experience with quality oversight in a call center environment
Knowledge of call center operations with a focus on health care and/or the health insurance/managed care business
Knowledge of computerized information tracking systems
Knowledge of health insurance industry laws and regulations
Ability to collaborate while dealing with complex situations

The extras:

Knowledge of Blue Cross products
Experience with Mainframe Web applications and network database systems
Knowledgeable in PC-based reporting databases programming and report production graphics word processing and spreadsheet applications
Experience management contact center quality programs
Strong writing skills as provided in a sample

Location:
BCBSRI is headquartered in downtown Providence conveniently located near the train station and bus terminal. We actively support associate well-being and work/life balance and offer the following schedules based on role:

In-office: onsite 5 days per week
Hybrid: onsite 2-4 days per week
Remote: onsite 0-1 days per week. Permitted to reside in the following states pending approval from the Human Resources Department: Arizona Connecticut Florida Georgia Louisiana Massachusetts North Carolina Oklahoma Rhode Island South Carolina Texas Virginia

Our culture of belonging at Blue Cross & Blue Shield of Rhode Island (BCBSRI) is at the core of all we do and it strengthens our ability to meet the challenges of todays healthcare industry. BCBSRI is an equal opportunity employer.

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Required Experience:

Manager

Pay Range:$92700.00 - $139100.00Please emailif you are a candidate seeking a reasonable accommodation for the application and/or interview process.At BCBSRI our greatest resource is our people.We come from varying backgrounds different cultures and unique experiences. We are hard-working caring and ...