Sr Support Consultant Operations and Delivery

The hiring range for this role is:  

92,086.00 - 129,145.00

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.

Job Description Summary

This role's primary responsibility is to lead the operations and delivery of BlueCard business. This involves developing strong professional relationships with key stakeholders across Blue Licensees (Plans), vendors, and internal Association staff. The ability to work effectively while managing multiple projects and providing excellent customer service is essential. You’ll have the opportunity to interact with individuals at various levels, contributing to a dynamic and collaborative work environment. Navigating these interactions skillfully will be critical to your success in this position.

Responsibilities include but are not limited to:

• Lead 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. As a subject matter expert, work closely with customers to address issues. Identify problem sources, recommend appropriate solutions, and communicate alternative arrangements when necessary.
• Ensure that all operational tasks meet the defined ServiceNow SLAs. Timely resolution and adherence to performance standards are essential. Continuously identify, recommend, document and drive process improvements to existing or new processes to enhance operational efficiency, streamline workflows and optimize procedures.
• Serve as a liaison between customers and internal teams. Assist with training, problem-solving, and researching solutions to address customer needs effectively. Strive to achieve high levels of customer satisfaction. Regularly measure operational satisfaction through surveys and take necessary actions to improve the customer experience.
• 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. Remain up-to-date with all Inter-Plan software enhancements and changes to understand their technical and operational impacts on Operations and provide Implementation and User Acceptance Testing (UAT) support. Support, and at times lead, project planning by defining problems, providing input to solution design, developing timelines, and ensuring stakeholder input is considered.
• Lead workgroups with senior-level Plan staff, ensuring valuable discussions. Manage workgroup action items and prepare recommendations and business cases for proposed solutions and priorities. Collaborate with relevant BCBSA divisions, departments, and individuals to ensure timely completion of deliverables related to BlueCard operations.
• Task Management and Problem Solving: Prioritize multiple initiatives, report task status, and participate in project team discussions. Proactively identify and solve problems within your capabilities. Assist with other projects within the Team and department as assigned.

Required Education, Certifications and Experience

• Bachelor’s Degree in Business / related field or equivalent experience
• Minimum of 5 years of data analysis and business operations experience
• Demonstrated ability to handle multiple tasks efficiently, even in fast-paced and ambiguous situations. Strong analytical skills with demonstrated ability to execute across multiple deliverables and should be comfortable adapting to changing priorities and maintaining productivity.
• Strong written and verbal communications skills with the ability to gather information across a variety of sources, frame key topics or problems and articulate clearly for multiple audiences.
• Proficiency in Microsoft Office or equivalent (i.e., Excel, Word, PowerPoint, Outlook, Teams, OneDrive) demonstrating skills in creating and formatting documents, using templates, and tracking changes.
• A strong track record of providing exceptional customer service is essential. The candidate should be skilled at developing 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. The candidate should contribute to consensus-building efforts and foster cooperation among team members.
• An excellent corporate presence is important. The candidate should 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. The candidate should be able to extract relevant information efficiently.
• Demonstrated problem-solving skills and the ability to take prompt action to meet customer objectives and directives are critical.
• Communication skills, both written and verbal
• Relationship-building skills
  

Preferred Education, Certifications and Experience

• Possess a thorough understanding of the Blue system and BlueCard applications. This includes familiarity with their functionalities, processes, and best practices.

Revenue Responsibility: Yes

Budget Responsibility: Yes
People Management: No

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