at Blue Cross Blue Shield Association in Chicago, Illinois, United States
Job Description
Job Description Summary
Lead business operations and training for Plan customers heavy customer interaction (internal and external) which often includes Senior level staff. Fully develop process and procedures for overall business operations for existing and newly evolving services. Management and administration as it relates to various applications as well as training and trouble-shooting support. The senior support consultant is also responsible for quality assurance for the various release work as well as identifying improved processes and enhancements based on customer feedback.
Responsibilities include but are not limited to:
Operations - serves as subject matter experts, working closely with the IT Team to facilitate Plan problem solving including identification of the source of the problem, accurate recommendation of appropriate solutions, and communication of alternative arrangements, if appropriate. Lead requirement sessions (JAD), making recommendations with the IT Team to build out solutions, following and tracking through implementation and testing. Act as a Plan advocate in training, problem solving and researching solutions. Coordinate with the appropriate BCBSA divisions, departments, and individuals to complete and meet required deliverables. Stay current on all Inter-Plan software enhancements and changes to understand the technical and operational impacts to Operations. object team members and other internal and external customers to support effective collaboration.
Workgroup support- Lead various workgroups with Senior level Plan staff, facilitating discussions to ensure value for workgroup members. Manage workgroup action items and prepare recommendations and business case to obtain member alignment on proposed solutions and business priorities. Track deliverables and reporting outcomes to the workgroup ensure timely delivery of follow up items from both internal and external customers.
Manages Activities -managing assignments by prioritizing multiple new and ongoing initiatives. Clearly and periodically reports status of tasks and. Participates in/leads project team discussions to reach conclusions and determine direction of work. Takes initiative to identify and solve problems as capabilities permit.
Customer Focus -Develops relationships with both internal and external customers to support effective collaboration. Takes a proactive approach researching issues, gathering facts, and understand the needs of the team and customers. Documents and communicates recommendations, status, or issue resolution. Increases knowledge industry, business, and organization and forms relationships with people from all parts of the organization to gain understanding about different areas that may impact Operations.
Development Projects - Helps define requirements, participates in development discussions, and provides primary support for User Acceptance testing. Identifies issues and defects, and potential future enhancements.
Process Improvement - Identifies, documents, and improvements to existing or new processes to improve and optimize operational efficiency.
Business case development - supports planning of projects by helping to define the problem/issue, giving input to the solution design, developing timelines, and ensuring stakeholder input is considered in the planning.
Supports other projects for the Team and the department as assigned.
Develops and maintains effective, professional working relationships to provide value-added services for customers and peers.
Required Education, Certifications and Experience
Bachelor's degree in business / related field or equivalent experience
Minimum of 5 years of data analysis and business operations experience
Experience in process improvement methodologies and greater automation
Written and verbal communications skills
Analytical skills with demonstrated ability to execute on work plans to manage various release activities and direct workgroup projects and deliverables.
Ability to support information gathering activities, framing problems and writing understandable results for multiple audiences.
Microsoft Office or equivalent (Excel, Word, PowerPoint) skills
Communication skills both written and verbal.
Relationship-building skills
People Management - No
Blue Cross Blue Shield Association is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, national origin, age, gender identity, disability, veteran status, genetic information or any other legally protected characteristics.
