Manager - Agent Experience Strategy

With more than 7,000 employees, we are the largest health insurance company in Michigan. We offer an exciting work environment with a diverse group of employees. Our goal is to make health insurance easier for our members. We want to transform the industry and become a resource that people can trust.

Detroit, MI

Blue Cross Blue Shield of Michigan

When you think of <a href="" target="_blank" rel="noopener noreferrer">Blue Cross Blue Shield of Michigan</a> for health insurance, you can know you&rsquo;re getting much more. We're a company founded on a tradition of affordable, quality health care for everyone, improving the present and investing in the future.&nbsp;<br /><br />We offer:<br />Plans for employers and individuals that meet today&rsquo;s needs, budgets and lifestyle<br />The largest network of doctors and hospitals in the state<br />Lower health care costs Higher quality health care<br />Award-winning diversity practices<br />Grants and programs that promote better health throughout Michigan<br /><strong><br />Mission:&nbsp;</strong>We commit to being our members&rsquo; trusted partner by providing affordable, innovative products that improve their care and health.<br /><br /><a href="" target="_blank" rel="noopener noreferrer"><strong>Click here</strong></a> to learn more about our commitment to our Social Mission, view company updates and reviews, and view our awards &amp; accolades.<br /><br />For Application Timeline &amp; Selection Process:&nbsp;<a href="" target="_blank" rel="noopener noreferrer">Click Here</a>. Learn more about your options as an external candidate. <a href="" target="_blank" title="BCBSM" rel="noopener noreferrer">Click here</a> to view open positions.

keywords: management,analysis,management,planning,talent acquisition,leadership,establish,budget,strategy,knowledge,organization,degree,sales,research

Mid-level Manager

Competitive Total Compensation Package

Overview: <p><strong>Responsible for management of staff who provide administrative and service activities for customers in order to meet new business implementation, the retention, membership and service goals for all product lines of BCBSM and BCN sales offices for Small, Middle, and Key accounts.&nbsp; Responsibility includes maintaining effective customer service and relations with currently enrolled accounts and ensuring that corporate management is informed of the communities&rsquo; attitude toward BCBSM and BCN as a health insurer, as well as other information that is important to the development of effective sales, service and marketing strategies.&nbsp; Responsible for analyzing, planning, organizing, budgeting, identifying equipment needs and other functions that are required to maintain and operate an efficient department.</strong></p>
Responsibilities: <ul> <li> <div>Plan, organize, and direct activities of an assigned business area including but not limited to planning, training, motivation, staff development, staff selection and communication.&nbsp;</div> </li> <li> <div>Manage an administrative staff that is responsible for responding to inquiries from group contact personnel and account managers.&nbsp; Inquiries include questions on products, programs, rulings, claims and membership processing as well as group administrative questions that directly result in the retention of group business.</div> </li> <li> <div>Maintain and promote quality relationships with internal and external customers.</div> </li> <li> <div>Compile and analyze statistics and prepare activity related reports, manpower needs and inventories.&nbsp; Monitor all workflows within the unit.</div> </li> <li> <div>Direct all personnel related matters which include hiring, discipline, coaching, counseling, employee training, and compliance with corporate policies and procedures.</div> </li> <li> <div>Lead and/or participate in workgroups and taskforces in order to complete special assignments and projects.</div> </li> <li> <div>Resolve customer inquiries resulting from jeopardy situations.&nbsp; This may include external service calls with the Account Manager and meeting the decision maker to discuss servicing issues.</div> </li> <li> <div>Coordinate with Account Managers to establish and set priorities that maintain continuity in accomplishing the sales and membership growth goals set for the department.</div> </li> <li> <div>Develop annual budgets for the units that have several locations.&nbsp; Responsible for developing and monitoring rationale for budget variances.&nbsp;</div> </li> <li> <div>Recommend processes to control supply expenditures and promote efficient use of resources.</div> </li> </ul>
Requirements: <strong>Qualifications</strong> <ul> <li> <div>Bachelor's Degree in Business Administration, Health Care Administration, Marketing or related field required.&nbsp;</div> </li> <li> <div>Five (5) years BCBSM/BCN experience which must include at least two (2) years of leadership experience.</div> </li> <li> <div>If an employee is selling/negotiating a rate as part of the duties and responsibilities of this job, the following licenses are required within 90 days of the employee&rsquo;s start date or the license expiration date.<br />1.&nbsp;Valid Michigan Accident and Health Insurance License<br />2.&nbsp;Valid and unrestricted driver&rsquo;s license is required.</div> </li> <li> <div>Excellent analytical, organizational, planning, verbal and written communication skills required.</div> </li> <li> <div>Must have detailed knowledge of BCBSM and BCN products, programs, underwriting rules, membership and billing procedures, open enrollment processes, rating methodologies, rate renewals and agent distribution systems to effectively manage staff.</div> </li> <li> <div>Must be self-motivated and have the ability to work well under pressure.</div> </li> <li> <div>Proficient in current industry standard PC applications and systems.</div> </li> <li> <div>Extensive knowledge of sales office operations.</div> </li> <li> <div>Must have the ability to work cross divisionally.</div> </li> <li> <div>Other related skills and/or abilities may be required to perform this job.</div> </li> </ul> <div><strong>Department Information</strong></div> <div>Specifically, we are looking for an individual that can lead our Agent/Broker Technology strategy. This individual should be able to individually research market trends and formulate a multi-year roadmap for implementation. They should be comfortable interacting with other areas within the organization to gain their buy-in of their strategy. They should also be comfortable interacting with our Agent/Broker market to get their feedback on the strategy as well. This strategy should be ever evolving as the market trends continue to evolve.</div>