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Service Trainer Coordinator

Employer
Blue Cross Blue Shield of ND
Location
Fargo, North Dakota
Salary
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Industry
Professional Services
Role
Manager
Job Type
Long-Term
Hours
Full Time

Job Details

Job Summary

The Service Trainer Coordinator (Customer Contact Center) is responsible for training new and existing employees on claims processing, customer service and/or enrollment/billing functions to provide exceptional customer service and meet quality assurance productivity measurements and standards. This position develops and implements training programs, conducts quality assurance monitoring and initiates and participates in the development of process improvements. This role interacts with customers to resolve complex and escalated situations, supports management in day-to-day operations and serves as a resource for the company.

Essential Functions
  • Provides training, coaching and feedback to new and existing employees in all aspects of customer service and claims processing to ensure exceptional customer satisfaction. Ensures that staff meets or exceeds departmental and association standards in quality and timeliness.
  • Develops and implements training programs by assessing individual and departmental training needs and questions, adjusts training material(s) to meet the needs of the individual or group and determines and facilitates training needs for other areas in the company.
  • Receives, researches and resolves complex customer situations and/or claims inquiries through phone calls or walk-ins using appropriate resources/tools. Relays research outcomes to customers and internal staff. Learns from and uses these situations to mentor staff and identify training opportunities.
  • Researches, identifies and reports system issues or problems and collaborates with appropriate stakeholders to resolve.
  • Initiates and participates in the planning, development and implementation of process improvements. Collaborates with internal teams within the division and company to create best practices and process improvements.
  • Gathers feedback from staff to make recommendations on screen, application or reference material enhancements. Performs testing for system updates.
  • Serves as a subject matter expert within assigned department and makes decisions on behalf of team, when appropriate.
  • Supports management in day-to-day operations such as coordinating work distributions and schedules, assisting in departmental planning, providing ongoing feedback to internal staff and management and compiling and analyzing information for management, executives, group contacts, etc.
  • Leads and/or participates in special projects, cross-functional workgroups or corporate projects, as needed.

 

Knowledge, Skills and Abilities

Quality Focus

Intermediate

Communication (Verbal/Written)

Intermediate

Prioritization and Organization of Work

Intermediate

Team/Work Guidance

Basic

Problem Solving and Resolution

Intermediate

Collaboration

Intermediate

 

Education Requirements

Required: High School Diploma/GED

Preferred: Associate's

Field(s) of Study: Business or related subject/field.

 

Experience Requirements

Required: Minimum of 5 Years

Preferred: Minimum of 5 Years

Experience Details: Minimum of 5 years of claims processing, member/provider customer service, enrollment/billing, insurance or related experience is required.

 

Certification, Licensures & Registration Requirements

Title: N/A

State or Agency: N/A

 

Equivalent combination of education, experience or training determined to be acceptable by Human Resources may be substituted, unless regulated by contract or program standards

Other Information

Important Notice: BCBSND has a vaccination protocol in place that requires any employees who physically work in a BCBSND office or whose role requires direct customer contact to be vaccinated against COVID-19. We respect your choice to get vaccinated (or not) and getting vaccinated is not a condition of employment. If you are not vaccinated, you may work remotely if your role allows for it. If your role does not allow for remote work and you are unable to get the COVID-19 vaccine, there is an exception process available that includes a weekly testing regimen.

Job Posting Policy

Employees new to Blue Cross Blue Shield of North Dakota are eligible to apply for positions within their assigned department after successfully completing 90-days in their role. For positions outside of their department, new employees should attain a minimum of six months of service before applying for a new role. Exceptions to this are acceptable, provided there is good business justification for making the move.

Equal Opportunity Employment

Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individual with Disabilities, as well as Sexual Orientation or Gender Identity.

For questions, please email careers@bcbsnd.com

This job posting will be closed 10/29/2021 at 8:00AM CST. No further applications will be considered.

Company

TWO WORDS – MEMBERS FIRST.

That sums up why we’re here. And according to member satisfaction surveys, 95.6% say we’ve done a great job at maintaining that focus.

With that said, there are still mountains to move. America’s health care system needs an overhaul and Blue Cross Blue Shield of North Dakota is taking a lead role. To accomplish that, we need BOLD people who believe they can make an impact.

Are you ready to shake up an industry?

If you’re passionate about taking on our nation’s number one health care concern, there may be a place for you on one of our teams.

Company info
Website
Location
4510 13th Ave. S.
Fargo
ND
58103
United States

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