Team Leader I - Quality and Training

Responsible for planning, coordinating, and supervising all administrative, operative and employee functions within assigned area(s) to ensure an efficient and cost effective area in accordance with departmental and corporate standards and objectives. Supervise, coordinate, direct and monitor staff activities to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing. Prioritize and assign work to employees and initiate corrective measures to resolve problems including scheduling or adjusting overtime requirements as necessary. Select, train, develop, appraise and counsel support staff personnel. Interface with diverse levels of internal and external personnel to develop and maintain effective rapport and to resolve issues and inquiries. Monitor and analyze proficiency and quality efforts subordinate personnel. Administer and adhere to Corporate and Departmental policies, practices and procedures, including union contract administration. Recommend and implement new or improved systems which will enhance or expedite work. Other duties may be assigned. Qualifications Bachelor's Degree in related field preferred. A minimum of 60 college credits is required. Three (3) years customer service, or claims processing, or membership and billing experience required. Two (2) years experience in a leadership role preferred. Detailed knowledge of assigned BCBSM department(s)/area(s) including all applicable policies, procedures and processes as preferred. Strong organizational, planning, analytical and communication skills. Other related skills and/or abilities may be required to perform this job. Must pass Team Leader selection system. Departmental Information Ability to manage the flow of day-to-day operations and multiple priorities concurrently. Ability to lead effectively utilizing with various leadership modes (e.g., work in the office, virtual, and work from home). Working knowledge of claims and service systems and tools/resources (e.g., Verint, NCompass, SharePoint, etc.…). Strong decision making, organizational, time management, change management, conflict resolution, analytical and coaching skills. Ability to create presentations and documentation using Word, Excel, and PowerPoint for diverse audiences. Ability to inspire and motivate employees to perform at their best through positive encouragement and engagement initiatives. All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability. #J-18808-Ljbffr Emergent Holdings