About Blue Cross and Blue Shield of Minnesota

At Blue Cross and Blue Shield of Minnesota, we are committed to paving the way for everyone to achieve their healthiest life. We are looking for dedicated and motivated individuals who share our vision of transforming healthcare. As a Blue Cross associate, you are joining a culture that is built on values of succeeding together, finding a better way, and doing the right thing. If you are ready to make a difference, join us.

The Impact You Will Have

This position is responsible for cross functional support within the Care Management department. This role provides support to the Health Coaches by taking on the non-clinical pieces of case management allowing the Health Coaches to focus on the clinical aspects of the program. A major responsibility will be to support the Manager of Clinical Care Management by assigning and analyzing cases as well as to support and collaborate with internal partners, including health coaches, team leads, account management and program management.

Your Responsibilities

• In addition to working closely and collaboratively with the Health Coaches, the Support Coordinators will be accountable for the following: Receiving, researching, and prioritizes referrals through mailbox and work queue.

• Handling department home pages for team and re-assigning work every day to health coaches based on type of case, workload, overall queue volume and client assignments.
• Daily tracking of queue volume, analyzing trends with regard to volume, type of cases and reports results of analysis to team leadership.
• Assisting with data and reporting needs, analyzing data, identifying trends and root cause analysis under direction of the management.
• Conducting project management for key initiatives under direction of the Manager of Clinical Care Management.
• Assisting with vendor and/or provider pilot projects by reviewing high profile client pilot projects, analyzing data and looking for trends.
• Finding providers.
• Provider contact information.
• Maintains outstanding level of customer service throughout all points of customer contact.
• Accurately applying policies and processes related to case management activities, while exercising independent judgment with minimal oversight.
• Establishing and being a great partner with internal and external customers.
• Accepting accountability for special projects that requires moderate complex research, analysis and documentation skills.
• Recognizing workflow improvements and collaborating with leadership to implement the changes.
• Other duties as needed.

Required Skills and Experience

• 2+ years' related experience or Bachelor’s degree. All relevant experience including work, education, transferable skills, and military experience will be considered.
• Exceptional customer service skills.
• Excellent data entry skills and attention to detail and accuracy.
• Demonstrated time management skills.
• Effectively applies and demonstrates workflow instructions and successfully meets turn-around-time expectations.
• Familiar with MS Office Suite.
• Strong interpersonal and verbal and written communication skills; ability to express moderate to complex issues to individuals, groups, internal and external contacts, and writes clear, concise and grammatically correct materials.
• Strong organization, research, and analytical skills.
• Demonstrated decision making and problem-solving skills.
• Demonstrated ability to effectively deal with escalated situations.
• Positive, professional, service-oriented behavior.
• High school diploma (or equivalency) and legal authorization to work in the U.S.

Preferred Skills and Experience

• Claims experience.
• Current call center environment training and experience.
• Working knowledge of BCBSMN products and systems.
• BCBSMN Provider Service or Customer Service experience.

Compensation and Benefits:

Pay Range: $21.00 - $26.25 - $31.50 Hourly

Pay is based on several factors which vary based on position, including skills, ability, and knowledge the selected individual is bringing to the specific job.

We offer a comprehensive benefits package which may include:

• Medical, dental, and vision insurance
• Life insurance
• 401k
• Paid Time Off (PTO)
• Volunteer Paid Time Off (VPTO)
• And more

To discover more about what we have to offer, please review our benefits page.