Job details
Job type full-time
Full job description
The senior solutions coach is an integral part of the core service business model to deliver an exceptional experience and provide follow-up outreach to all blue cross nc members and providers when they are facing complex service issuesThis role is responsible for supporting and fostering coaching standards for the overall service organization and works on the individual needs of team leadersIn addition, they assist with facilitating meetings with leadership to provide updates on project performance metrics, including on-time, on-budget, and other key metricsThis includes implementing new processes, procedures, products and campaigns to vendors and in-house customer service teamsIn addition, they assist with closing the feedback loop with open voice of employee (voe) surveys to include internal business partners recommendations and member outreachThey use knowledge gained from escalations work to assist master coaches with creation and management of ongoing reward and recognition programs aligned with the customer experience goals, provide in-depth subject matter expertise to support areas, stakeholders and enterprise business partners to bridge gaps in service and improve both our customer’s experience and blue cross nc’s operational efficiency.
Coaching and training:
Utilize specialized technical and functional expertise to deliver “on the floor” intense coaching for a short duration (1-2 weeks) to underperforming frontline staff and/or teams as identified by managers using metrics.
Conduct skill gap analysis (sga) in collaboration with leaders to identify specific skill needs and goals.
Design, develop and implement learning action plans (lap) to increase knowledge and workplace productivity.
Support the coaching programs with calibrations, coaching program facilitation for employees, coaching documentation, and data analysis from escalations and coaching plans.
Assist master coach with creation and management of ongoing reward and recognition programs aligned with the customer experience goals.
Support training classes and projects as subject matter experts, including class prep, scenario validation, learner observations, feedback, floor support, and other sme resource related responsibilities.
Collaborate with various stakeholders to review performance metrics or other information to identify areas of performance inconsistencies, trends, process gaps, and individual performance gaps for improvement opportunities.
Project coordination
Employ project management methodologies and tools, such as use of excel, visio, powerpoint, and word.
Assist project managers/project staff independently with project scheduling, project timelines, and other coordination of project detailsManages project documentation repository.
Support master coach with ulysses program maintenance including updates with aim portal, new hire class updates, and reports from aim portal.
Assist with supporting project teams by facilitating project logistics, such as meeting coordination, conference calls, development and facilitation of presentations, takes meeting minutes and notes action items during meetings, and performs basic follow up as needed.
Knowledge repository:
Develop and document customer experience, knowledge management, and customer engagement productivity best practices for customer support’s knowledge repository.
Assist in documenting current trends and best practices in coaching, training, and learning.
Collaborate with internal and external customers and teams across business lines to identify customer experience servicing gaps and present solutions for implementation.
Assist in developing communications for information sharing to the service leadership team, cgso quality, and divisional learning.
Develop daily and weekly performance reports of vendor call trends to continuously improve operations and the customer experience of vendor contact center staff.
Hiring requirements
Bachelor’s degree and 5 years of experience in insured, aso, state ppo , sma or fep customer service, professional coaching, education, or counseling
If no degree, high school graduate or ged, 7 years of experience in insured, aso, state ppo , sma or fep customer service, professional coaching, education, or counseling.
Must have thorough knowledge and experience with bcsbnc products and operational proceduresTo include extensive knowledge of product lines, call types, and business process with expertise in billing, blue card, and/or ipp host
Demonstrated experience in one or more of the following areas at bcbsnc: classroom sme, connection session facilitator, skills/learning lab facilitation, other formal classroom facilitation, peer coaching.
Advanced knowledge of call center technology (systems, process, documentation, customer navigation tools, etc.)
Program management/project coordination certification or must obtain within 1 year of hire.
Six sigma/lean certification or must obtain within 1 year of hire.
