Fayetteville Lead Center Specialist

What You'll Do

• Successfully utilizes added and specialized knowledge of product types, functional and/or technical skills to provide the highest level of solution focused, end to end sales and service to our customers on highly complex insurance questions and issues.

• Responsible for full working knowledge and expertise in multiple product lines, call/visit types, business processes, eligibility and benefits for IU65, Medicare, State Health Plan, FEP, Student Blue and commercial plans.

• Successfully able to understand and communicate complex and multifaceted concepts to members, providers, and colleagues in verbal and written form.

• Utilize probing and creative problem solving as well as critical thinking skills and the ability to analyze more complex and ambiguous information to resolve all customer inquiries on first contact.

• Recognize patterns of inconsistent and/or inaccurate claims filing practices among customers and providers, educate customers and providers on acceptable Blue Cross NC practices and policies.

• Responsible for sales of IU-65, Medicare, and Ancillary products; analyzes the needs of individual customers, educates them on sales options and recommends products to meet those needs.

• Build and maintain effective relationships with Individual customers to meet sales and retention goals.

• Assist with outbound call campaign and related segment needs as necessary.

• Facilitate product and/or segment related presentations and webinars as necessary.

• Keep abreast of market trends, activities and products of competitors and the economy.

• Support and be committed to the mission, vision and values of the company by delivering seamless, energetic and innovative service and sales solutions to increase stakeholder satisfaction, retain customers and impact sales goals.

• Identify, understand and anticipate customers' unexpressed needs and concerns in a caring manner.

• Ensures final disposition of each inquiry in a timely manner while systematically documenting detailed customer information relevant to each customer contact. Provides instructions as needed to internal business areas to ensure prompt resolution and response to customer inquiries.

• Work collaboratively with Sales, Membership, Enrollment, Healthcare and Network Management partners to further optimize customer, employer group and provider relations by identifying opportunities to promote stakeholder programs. Promote programs, making sound decisions to apply the most appropriate "stakeholder centric" course of action to respond to needs.

• Educate and encourage customers on use of alternative delivery channels (i.e. self-service, web).

• Identify and communicate process, product, or systems improvement opportunities to improve the overall stakeholder experience.

• Displays leadership by assisting with training needs of less experienced team members.

• Represents Blue Cross NC at community events, in and around the center location, and at times other areas of the state. Events may be after hours or on weekends.

• Assists with management of relationships with non-profit partners and potential needs they may have related to the Center space.

• Facilitating use of the space and event activation for Non-profit partners.

What You Bring

• High school diploma or GED

• 7+ years of experience in related field

• Must have or be able to obtain a North Carolina Insurance (Accident & Health; Medical Supplement and Long-Term Care) license within 90 days of enrollment in licensure coursework.

What We Like

• Knowledge of healthcare, preferred

• Interest in face-to-face customer engagement

• Experience working with community groups

• Ability to manage competing priorities

• Intermediate to advanced level proficiency operating in Windows and Microsoft Office environments required with an emphasis in Word and Excel.

• Demonstrated skills related to informal leadership, mentoring and ability to effectively handle most complex, ambiguous and/or sensitive customer issues/escalations are required.

If you're ready to make a career out of making a difference, this is the opportunity for you.