Group Servicing Liaison

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.

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Competitive Total Compensation Package

Overview: <strong>This position is responsible for executing service encounters typically for accounts with 500 or more employees in a group, which includes key/large business, mid/small business and auto business as well as associations and agencies. This position supports service encounters through benefit and claims processing clarifications, resolution of high priority issues, root cause analysis, education including trade fairs, open enrollment meetings and creation and delivery of customer presentations. This position provides both direct and face to face interactions with group decision makers, human resources staff, union personnel, third party administrators and agents. The position also supports internal inquiries from Marketing and Operations.</strong>
Responsibilities: <ul> <li>Research, analyze and respond to non-routine inquires received from the group decision makers, human resources staff, agents, account managers, union personnel, and third-party administrators.&nbsp; Redirect routine inquiries to customer service representative for subsequent resolution where direct intervention is not required.&nbsp;<br />&nbsp;</li> <li>Provide face-to-face service with both internal and external customers explaining and resolving complex benefit and claims issues, and administrative issues.&nbsp; Inquires may also be received via telephone calls, faxes and emails.&nbsp;<br />&nbsp;</li> <li>Partner directly with account managers, benefit analysts as well as system analysts to clarify and discuss the intent of group structure, benefit changes and group eligibility matters.&nbsp;<br />&nbsp;</li> <li>Ensure that our customer&rsquo;s needs and expectations are met.&nbsp; Facilitate improved servicing and customer satisfaction by interfacing with various levels of internal and external areas to resolve customer issues.&nbsp;<br />&nbsp;</li> <li>Coordinate and assist in the education and training of group contact personnel, members and operational areas on BCBSM tools, benefit programs and products.&nbsp;<br />&nbsp;</li> <li>Identify and analyze root causes of claim and benefit issues in proactive manner for both account specific issues as well as global issues that impact multiple customers.<br />&nbsp;</li> <li>Travel to account locations both nationally and within the state of Michigan to assist in the education and training of group contact personnel and members, discuss and resolve critical and high priority business/claims issues, prepare and conduct open enrollment and educational presentations and conduct health fairs as well as build positive relationships with our customers.&nbsp;<br />&nbsp;</li> <li>Identify system issues and initiate Problem Identifications (PID&rsquo;s) as necessary to ensure that claims are processed according to the account benefit structures; monitor system changes to ensure system corrections are accurate.<br />&nbsp;</li> <li>Support new business workgroup implementations as the representative for both the group and customer service team by attending scheduled meetings and communicating servicing impacts through the appropriate channels.&nbsp; Lead and /or support special projects to product desired results, identify and analyze business problems and develop business cases for solutions.<br />&nbsp;</li> <li>Assist marketing with routine and ad-hoc reporting requests as it relates to claims, benefits and membership information.&nbsp;</li> </ul>
Requirements: <ul> <li>High School Graduate or GED equivalent required.<br />&nbsp;</li> <li>Minimum of 60 related college credits is required. Bachelor&rsquo;s degree preferred.<br />&nbsp;</li> <li>Two (2) years of experience in customer service or related field required.<br />&nbsp;</li> <li>High degree of technical knowledge of all benefits and systems and extensive knowledge of the corporate philosophy required.&nbsp;<br />&nbsp;</li> <li>Valid Michigan driver&rsquo;s license required.<br />&nbsp;</li> <li>Knowledge of BCBSM products certificates, riders and ASC mods.<br />&nbsp;</li> <li>Knowledge of NASCO Problem Identification process, claims processing procedures, Ncompass and NASCO applications.<br />&nbsp;</li> <li>Knowledge of BCBSM company policies and procedures. (e.g. HIPAA/DOL ERISA, and PA-250 guidelines).<br />&nbsp;</li> <li>Demonstrated knowledge of PC applications (Microsoft Office Suite).<br />&nbsp;</li> <li>Well developed organizational, problem solving, interpersonal, listening, analytical, presentation, verbal and written communication skills.<br />&nbsp;</li> <li>Ability to work independently with minimal supervision, handle multiple assignments/projects and learn other related business skills as required in a changing business environment.&nbsp;<br />&nbsp;</li> <li>Ability to build strong relationships with both internal and external customers.<br />&nbsp;</li> <li>Other related skills and/or abilities may be required to perform this job.<br />&nbsp;</li> <li>Ability to travel both locally and nationally.&nbsp;<br />&nbsp;</li> </ul> <div>&nbsp;</div> <div><strong>Departmental Preferences</strong></div> <ul> <li>Two or more years as a Customer Service Representative (CSR) I/II&nbsp;</li> </ul> <br /><em>All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability.</em>