Customer Service Team Lead

Premera Blue Cross is committed to improving customers’ lives by making healthcare work better. The Customer Service Team Lead guides assigned staff, oversees workload and performance, supports operational goals, and ensures timely, accurate, and compassionate service. The role focuses on people leadership, operational decision-making, process improvement, cross-functional collaboration, and resolving escalated issues.

Responsibilities:

• Ensure adequate staffing to meet the production and quality standards
• Continuously improve team accuracy, workload capacity, and process efficiency
• Manage and mentor staff; develop measurable departmental and individual goals that support the execution and success of company strategies and guides staff on their individual development plans. Conduct performance evaluations, create performance improvement plans, and recommend merit and promotional increases
• Ensure the completion of appropriate Premera training programs to develop employee knowledge and skills. Recommend and arrange additional training when appropriate
• Manage efficient workflow processes and procedures by maintaining understanding of current workforce management technologies. Monitor service indicators and internal /external customer feedback to design, recommend and implement operational and systems changes
• Analyze and recommend solutions involving systems performance, audits, cost efficiencies, workflow measures, and service trends. Proactively anticipate the impact of the changing business environment on assigned work areas and adjust work assignments and processes as necessary
• Develop and prepare tools, matrices, action plans, procedural manuals, regular and ad-hoc reports to clearly communicate progress on recommendations
• Serve as a resource for and collaborates with cross-functional teams to evaluate and ensure workflow issues are addressed by establishing protocols and developing action plans. Build and maintain cross-functional business relationships across the organization. Lead work teams designed to identify and implement process improvements through LEAN methodologies. Evaluate and provide recommendations to leaders for process improvements based on observations of trends, progress, and obstacles
• Suggest strategies and develop tactical plans that support the overall long-term vision of the department. Serve as an escalation point for direction and strategy for resolution of highly visible complaints and issues
• Manage assigned team including hiring, coaching/mentoring, supporting professional development, and providing appropriate and timely performance feedback to staff, both informally and during formal review processes
• As part of this role, you may be assigned internal controls derived from Premera’s internal controls framework. You will be accountable for understanding the controls assigned to you, their impacts on Premera, and to ensure that they are operating effectively
• Perform other duties as assigned

Requirements:

• Bachelor's degree or four (4) years of experience (Required)
• Three (3) years of experience in a management/leadership role (Required)
• Three (3) years of experience in an operations environment (Required)
• Familiarity with Premera products and systems
• Experience with Premera's technical training or procedures programs
• Experience with quality and production management tools and systems
• Specialized or technological knowledge/skill of auditing and systems
• Experience leading virtual employees