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Resp & Qualifications

PURPOSE:

The Director's primary responsibility is to lead the team responsible for bringing the value of Government Programs centralized technology solutions and services to the marketplace through the BCBSA Plans. They will review client specific data/reporting, technology platforms and strategic plans, and make recommendations to help clients (BCBSA Plans) meet their corporate goals and key performance initiatives relating to health and welfare benefits. Serves as key subject matter expert and strategic partner for the BCBSA Plans and BCBSA and regularly attends client meetings to review technology platforms, strategic plans, operations and other business components to identify the best combination of solutions and services to meet the business needs. This position will be responsible for advancing and growing Plans adoption of solutions and services provided by the CareFirst affiliate by articulating the value of the affiliate through data and strategic planning and messaging as well as bringing the voice of the customer back to the CareFirst affiliate and representing the customers voice in the product development and management process.

Additionally, the Director is responsible for leading the organizations development and growth of relationships with the BCBSA Plans, including designing and implementing a customer relationship management strategy for the Customer Advisory Services team, the executive leadership team, product management colleagues and other key stakeholders within the company.

ESSENTIAL FUNCTIONS:

+ Serve as the strategic partner for BCBSA and BCBSA Plans. Analyze client specific account data, interpret information and collaborate with CareFirst affiliates executive management, BCBSA, and BCBSA Plans in the development of a meaningful strategy to address complex client needs. Represent the voice of the customer in internal discussions, planning and addressing client needs and challenges

+ Develop, implement and continuously improve upon customer relationship management model BCBSA Plans. Lead strategic engagement effort across CareFirst affiliate. Track corporate engagements across the year and identify opportunities to build upon key relationships and expand Plans integration of affiliates products and services.

+ Direct and manage departmental staff through goal setting, guidance, support, coaching, and feedback consistent with corporate HR policies and practices. Prioritize and assign goals and projects; resolve employee issues and provide developmental opportunities. Produce and manage departmental budget.

+ Provide guidance to the BCBSA and BCBSA Plans in the operational and technology interpretation of reports and projects for BCBSA Plans to understand their technology integrations and provide programmatic recommendations regarding optimal solutions and services that address identified strategic business objectives. Drive development of Strategic Integrated Roadmaps with each BCBSA Plan to ensure they have visibility into the change being introduced and drive Plans adoption of new solutions and services.

+ Coordinate and monitor client feedback and recommend appropriate strategies, tactics and operational initiatives to continuously enhance client satisfaction. Meet regularly in face-to-face meetings with clients, and create ad hoc reports, as requested. Works with other members of CareFirsts affiliate to ensure the right information and messaging is provided to our internal and external customers. Identify strategic opportunities to partner with BCBSA Plans and Vendors in evolving portfolio of solutions and services of CareFirsts affiliate

+ Expert at presenting business operations, and technology information and articulating the value to the customer of CareFirsts affiliate. Works closely with other areas of the CareFirst affiliate and the BCBSA to ensure the client messaging and direction are in line with functional areas of the organizations and represents customer strategy and solution requirements to those functional areas.

SUPERVISORY RESPONSIBILITY:

This position manages people.

QUALIFICATIONS:

**Education Level:** Bachelor's Degree in Business Administration, Healthcare, IT/Data Analysis 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:** 8 years' experience in healthcare analysis and/or technology consulting.

3 years management experience.

PREFERRED QUALIFICATIONS:

+ Demonstrated understanding of the technology applications, technical solutions and the business processes employed by Plans to leverage these solutions.

+ Existing relationships with staff at Plans and BCBSA .

+ Product development or management experience. Familiarity with the software development lifecycle and waterfall and agile methodologies.

+ Demonstrated ability to build and preserve relationships with customers.

+ Ability to identify key staff within customer base with whom to cultivate working relationships and to introduce appropriate CareFirst affiliate staff for engagement.

+ Experience utilizing customer relationship management methodologies and tools.

+ Demonstrated understanding of the customer experience and how best to address and improve upon it.

+ Certified Business Relationship Manager (CBRM) certification preferred.

KNOWLEDGE SKILLS AND ABILITIES (KSAs)

+ Proven strategic thinking, analytic and problem-solving skills. Ability to collect, analyze and interpret data and statistics.

+ Excellent written and oral communication skills, with the ability to effectively communicate complex issues and findings in writing and orally to executive and peer audiences. Strong Presentation skills.

+ Extremely strong facilitation skills and the ability to play a strong leadership role with both peers and senior leadership.

+ Strong knowledge of healthcare terminology, healthcare operations and technology, managed care concepts and preferably specific technology in use.

+ Strong demonstrated ability to function as a credible source to convey complex healthcare technology solutions and services information/ideas, within the healthcare business case context and strategic direction, in an easily understood manner to guide audience.

+ High attention to detail.

+ Proven effective written and interpersonal communication skills, well organized, ability to multi-task and work independently, promote flexibility and teamwork.

+ Strong PC skills with experience using Microsoft Office applications.

+ Must be able to meet established deadlines and manage multiple customer service demands from internal and external customers, within set expectations for service excellence.

+ Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.

**Salary Range:** $139,040 - $258,093

Salary Range Disclaimer

The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).

Department

Customer Advisory 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.

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.

Sponsorship in US

Must be eligible to work in the U.S. without Sponsorship

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REQNUMBER: 21661