Consultant, Business Delivery | Early Career

The hiring range for this role is:

78,638.00 - 110,285.00

This is the lowest to highest salary we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the hiring range andthis hiringrange may also be modified in the future. A candidate’s position within the hiring range may be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, relevant experience, skills, seniority, performance, shift, travel requirements, and business or organizational needs. This job is also eligible for annual bonusincentivepay.

We offer a comprehensive package of benefits including paid time off, 11 holidays, medical/dental/vision insurance, generous 401(k) matching, lifestyle spending account and many other benefits to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

This role focuses on managing BlueCard and BlueCard Portal operations, including handling ServiceNow tickets and collaborating with Plans to understand their requirements. It involves ensuring tasks meet SLAs, recommending process improvements, and working closely with Product Managers, Product Owners, and Scrum teams. Additionally, the role includes serving as a liaison between customers and internal teams, assisting with training and problem-solving, and collaborating with various BCBSA divisions to ensure timely completion of deliverables while striving for high customer satisfaction.

Primary Job Functions

• Manage the operational aspects related to BlueCard and the BlueCard Portal. This includes handling Plans’ defect and enhancement ServiceNow tickets and collaborating with Plans to understand their business and technical requirements.
• Ensure that all operational tasks meet the defined ServiceNow SLAs. Timely resolution and adherence to performance standards are essential.
• Continuously identify and recommend process improvements to enhance operational efficiency. Streamline workflows and optimize existing procedures.
• Work closely with Product Managers, Product Owners, and Product Scrum teams. Stay informed about enhancements, releases, and other changes related to BlueCard and the BlueCard Portal.
• Serve as a liaison between customers and internal teams. Assist with training, problem-solving, and researching solutions to address customer needs effectively.
• Collaborate with relevant BCBSA divisions, departments, and individuals to ensure timely completion of deliverables related to BlueCard operations.
• Strive to achieve high levels of customer satisfaction. Regularly measure operational satisfaction through surveys and take necessary actions to improve the customer experience.

Education, Experience, and Certification

Education

Required: Bachelors Degree

Experience
Preferred: Minimum 4 years experience in healthcare-related customer relations or marketing.

Knowledge, Skills, and Abilities

• Knowledge of the Blue system and BlueCard applications, including familiarity with their functionalities, processes, and best practices.
• Demonstrated ability to handle multiple tasks efficiently, even in fast-paced and ambiguous situations.
• Ability to adapt to changing priorities and maintaining productivity.
• A strong track record of providing exceptional customer service is essential.
• Ability to build positive relationships with customers, gaining their confidence, and achieving business objectives.
• The ability to work collaboratively with various stakeholders, both internally and externally, is crucial. Ability to contribute to consensus-building efforts and foster cooperation among team members.
• An excellent corporate presence is important. Ability to maintain composure, exhibit tact in communications, and establish credibility with colleagues and clients.
• Proficiency in listening and identifying key issues from various communication channels (such as emails, meetings, and conferences) is necessary.
• Demonstrated problem-solving skills and the ability to take prompt action to meet customer objectives and directives are critical.

Financial Responsibilities

Revenue Responsibility: No

Budget Responsibility: No
People Management: No

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