Client Experience 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.

Grand Rapids, MI

Blue Cross Blue Shield of Michigan

When you think of <a href="https://www.bcbsm.com/" 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 />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="http://www.bcbsm.com/index/about-us/our-company.html" 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="https://s3.amazonaws.com/data.vizirecruiter.com/Images/BCBSMCareers+-+Quick+Reference+Guide.pdf" target="_blank" rel="noopener noreferrer">Click Here</a>. Learn more about your options as an external candidate. <a href="https://ejko.fa.us2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_3/requisitions" target="_blank" title="BCBSM" rel="noopener noreferrer">Click here</a> to view open positions. http://www.bcbsm.com

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Non-Manager

Competitive Total Compensation Package

Overview: <p>This position is responsible for executing service encounters for selected group specific accounts, which includes key/large business, mid/small business and auto business as well as associations and agencies. This role blends strategic relationship management and complex issue resolution by acting as a subject matter expert to support benefit interpretation and claims processing clarifications, resolution of high-priority issues, root cause analysis, education including employee health 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.</p>
Responsibilities: <ul> <li>Research, analyze and respond to non-routine inquiries received from the group decision makers, human resources staff, agents, account managers, union personnel, and third-party administrators. Redirect routine inquiries to customer service representative for subsequent resolution where direct intervention is not required.&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. Inquiries may also be received via telephone calls, faxes, and emails.&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;</li> <li>Consistent collaboration with peers and leadership team to share knowledge and ensure the needs of our clients are met.</li> <li>Ensure that our customers&rsquo; needs and expectations are met. Facilitate improved servicing and customer satisfaction by interfacing with various levels of internal and external areas to resolve customer issues. Develop and maintain effective relationships with internal and external customers, peers, and all leadership levels.</li> <li>Travel to account locations both nationally and within the state of Michigan to act as a liaison between group/agent and appropriate departments and coordinate final resolutions to customers. Educate clients on administrative guidelines and products through formal education programs.</li> <li>Identify and analyze root causes of claim and benefit issues in a proactive manner for both account specific issues as well as global issues that impact multiple customers.</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.</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. Lead and/or support special projects to produce desired results, identify and analyze business problems, and develop business cases for solutions.</li> <li>Assist marketing team with routine and ad-hoc reporting requests as it relates to claims, benefits, and membership information.&nbsp;</li> <li>Provide cross-functional support as needed to BCN HMO/BCBSM PPO clients.</li> </ul>
Requirements: <ul> <li>High School Graduate or GED equivalent required.</li> <li>A minimum of 60 related college credits is required. Bachelor&rsquo;s degree preferred.&nbsp;</li> <li>4 years of experience in a health insurance setting with 2 years of experience in customer service or related field required.</li> <li>High degree of technical knowledge of all benefits and systems and extensive knowledge of corporate philosophy is required.&nbsp;</li> <li>Valid Michigan driver&rsquo;s license required.</li> <li>Travel and dependable transportation are required.</li> <li>Knowledge of BCBSM/BCN products, certificates, riders, and ASC mods.</li> <li>Demonstrated knowledge and application of necessary systems, claims processing and benefit interpretation.</li> <li>Knowledge of BCBSM/BCN company policies and procedures. (e.g., HIPAA/DOL ERISA, and PA-250 guidelines).</li> <li>Demonstrated knowledge of PC applications (Microsoft Office Suite).</li> <li>Strong verbal/written communication, organizational/planning, and interpersonal skills including the ability to interact with internal/external customers and all levels of the organization.</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;</li> <li>Strong customer-focus and sense of urgency with the ability to be flexible to changing circumstances and customer needs required.</li> <li>Other related skills and/or abilities may be required to perform this job.</li> <li>Ability to travel both locally and nationally.&nbsp;</li> </ul>