Your Role

The Premier Accounts team manages all group business with 3,000 or more employees. With nearly 4.5 million members, our strategy to win in the market is to understand and meet the needs of commercial/national and public sector employers and labor trusts and their consultants in a way that exceeds their expectations by providing easy, understandable interactions and affordable choices through efficient use of premium dollars to establish Blue Shield as the preferred choice in health plans. The Manager, Account Services will report to the Area Vice President of Account Management, Premier Accounts and will manage a team of Account Service Representatives that serves overall market membership and advances health related initiatives on behalf of the plan sponsor/employer and will have dotted line reporting responsibilities to the Area Vice President, Labor & Trust. The Manager, Account Services - Premier Accounts, manages department activities and promotes high levels of customer satisfaction and retention of group business, responds to escalated customer concerns and issues; identifies trends and serves as a liaison with Blue Shield for client needs, recommending and supporting areas of improvement; leading training initiatives within the field and internal service teams. This person will work closely with our Account Executive team, and their leadership.

Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow - personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.

Your Work

In this role, you will:

• Manage department activities and promote a high level of customer satisfaction and retention through proactive review of customer needs
• Respond to escalated customer concerns and issues, identify trends and serve as a liaison with Blue Shield for client needs
• Follow up with internal sources to ensure resolution of claims and service problems
• Supervise a team consisting of professional Account Service Representatives
• Plan and establish goals and objectives for the Account Service Representative function that supports the goals created in partnership with the department leadership
• Lead, direct and review the work of team members to accomplish operational plans and results
• Organize and lead training initiatives with team and other internal departments, including customer service, installation & billing, finance and other stakeholders
• Gain knowledge and further understanding of unique nuances specific to Labor & Trust market segment
• Collaborate with internal stakeholders to create new and improve current processes and procedures that will provide top tier client service and drive results
• Ensure that all assigned Account Service Representatives, in coordination with assigned account executives, develop components of strategic account plans specifically related to account servicing

Your Knowledge and Experience

• Typically, requires a college degree or equivalent experience and minimum 7 years prior relevant experience, including 3 years of management experience gained as a team leader, supervisor or project/program manager
• Requires a current and active Health and Life license with the California Department of Insurance
• Requires a track record of building strong relationships with customers and broker
• Requires prior track record demonstrating success at growing and retaining market segment membership and demonstrated success in leading and managing the execution of processes, projects, and tactics that support growth
• Requires experience and deep understanding of all funding types (fully insured, flex funded, self-funded) and product types (HMO, PPO, Shared Advantage) and ability to clearly explain and provide individual refresher training and mentorship as needed
• High degree of comfort and expertise or willingness to quickly learn key Blue Shield reporting tools, such as Salesforce, Intelligent Health, FACETS and others
• Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution, work organization, risk management and delegation

Pay Range:

The pay range for this role is: $86,680.00 to $138,820.00 for California.

Note:

Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.