Resp & Qualifications PURPOSE Manages the daily activities of a multi-functional operations area. Functional areas may include but not limited to installation, implementation, client support, client services, client administration, customer service, enrollment and eligibility, claims processing, and call center operations. Investigates and settles claims or other customer service related issues not resolvable by lower staff members. ESSENTIAL FUNCTIONS • Achieves operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, customer-service standards; identifying and resolving problems; identifying, developing, and implementing system improvements. Meets departmental financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. • Determines operations strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements. • Manages employee outcomes by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. • Develops call center, claims and or enrollment and billing systems by establishing technical specifications; developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations. • Maintains and improves departmental operations by monitoring system performance; identifying and resolving operations problems; managing process improvement and quality assurance programs; installing upgrades. • Prepares call center, claims and or enrollment and billing performance reports by collecting, analyzing, and summarizing data and trends. • Improves call center, claims and or enrollment and billing and management job knowledge by attending educational workshops; reviewing professional and technical publications; establishing personal networks; benchmarking state-of-the-art practices. SUPERVISORY RESPONSIBILITY This position manages 1-50 people. QUALIFICATIONS Education Level Bachelor's Degree in Business or related field OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience. Experience 5 years progressive experience in operations with time spent in a call center, claims, billing and enrollment, operations environment. 1 year supervisory experience or demonstrated progressive leadership. Knowledge, Skills and Abilities (KSAs) • Knowledge of call center operations, claims and/or enrollment and billing and work flows. • Strong presentation skills. • Highly proficient in Microsoft Office programs. • Excellent communication skills both written and verbal. • Ability to plan, review, supervise, and inspect the work of others. Department DepartmentMD Medicaid -MEMBER SERVICES Equal Employment Opportunity CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Hire Range Disclaimer Actual salary will be based on relevant job experience and work history. Where To Apply Please visit our website to apply www.carefirst.com/careers Federal Disc/Physical Demand Note The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs. PHYSICAL DEMANDS The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.