Performance Coach - Service

The Role

The Performance Quality Coach will play a critical role in the development and advancement of Provider Service representative's skills in an effort to continuously contribute to improving the service experience. The Performance Coach will work closely with call center associates who support the Provider Service business area in partnership with leaders and other support teams, including our vendor population (Teleperformance) to identify areas of opportunity and implement positive change.

Key Responsibilities

• Contribute to a culture of service excellence by motivating and inspiring associates to anticipate customer needs, proactively prevent future problems, resolve issues in a timely manner and deliver the level of service consistent with our service philosophy.
• Initiate creative and individualized coaching techniques that focus on improving efficiencies and overall performance.
• Provide associates with both positive and constructive feedback in an effort to improve overall performance (both verbal and written).
• Teach and coach associates to understand and use tools and available resources and help them to understand our business needs in support of delivering outstanding customer service.
• Understand what motivates team members and identify and develop appropriate recognition strategies at the individual and team level.
• Inspire and motivate team members, peers, leaders and associates to foster an environment focused on delivering first contact resolution and world class service.
• Review, observe and document service associates' inbound calls and worked correspondence observing performance and identifying strengths and areas for improvement.
• Continuously coach associates by creating action plans, providing a clear overview and understanding of the level of service they provide, identifying and addressing any gaps in service and coaching to any business and/or individual performance trends.
• Assist the business by taking inbound calls and/or responding to correspondence both during periods high volume (if needed.)
• Facilitate and participate in meetings, trainings, calibrations and any designated special projects as assigned/if applicable.
• Maintain a working knowledge and sustain a solid understanding of workflows, procedures, and benefits across all product lines, keeping up with all daily updates/changes to workflows, processes, account updates and all SharePoint updates.
• Identify performance trends and share the data appropriately and effectively.
• Support call center vendor quality, by reviewing a set number of calls per month and providing written feedback to vendor representatives, as part of monthly sample size/work.
• Collaborate with others to understand business results in order to aid in decision making.
• Partner with team leaders to make recommendations for talent development within the team.
• Promote positive change within Member and Provider Service and help associates relate changes to improved customer satisfaction.
• Track and trend performance to identify process improvements and make recommendations to support individual and team performance results.

Key Qualifications

• Must have demonstrated experience and ability, coaching/teaching individuals to improve performance as well as helping individuals to set goals and develop new skills.
• Demonstrated ability to think outside the box and provide creative, focused coaching solutions in both an individual and group setting.
• Thorough Provider Service business understanding as well as comprehensive knowledge of various business processes throughout the service center.
• Demonstrated coaching and mentoring skills, as well as proven experience providing both positive and constructive feedback (verbally and in writing).
• Strong understanding of call center operations and methodologies that drive our business and contribute to customer satisfaction.
• Thorough BCBSMA product & business knowledge, including but not limited to: benefits and eligibility, local (1500) and facility (UB) claims processing and correspondence.
• Demonstrated strong verbal and written communications skills required.
• Must have excellent time management and organizational skills with the ability to set priorities and meet deadlines and manage competing priorities.
• Must not be afraid to speak up and ask questions/ask for help
• Ability to identify and implement creative solutions as well as share best practices.
• Demonstrated relationship building skills as well as the ability to flex based upon personality and learning styles.
• Strong interpersonal and presentation skills.
• Proficient working knowledge of all BCBSMA Call Center applications including but not limited to: Windows, Microsoft Office and Provider/Member Service automated systems. ( e.g. BlueView, Verint, RTMS, NASCO, Blue Tool, ITS, OLB, MHKPD)
• Consistently demonstrate a strong commitment to quality.
• Works well independently and as part of a team.
• Desire to take on new tasks and initiate change to support business needs.
• Willingness to work a flexible schedule.

Education and Experience:

• Bachelor's degree or equivalent experience.
• Provider Service knowledge preferred

#LI-REMOTE

High school degree or equivalent required unless otherwise noted above

The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs and affordability.

This job is also eligible for variable pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and a suite of well-being benefits to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.

WHY Blue Cross Blue Shield of MA?

We understand that theconfidence gapandimposter syndromecan prevent amazing candidates coming our way, so please don't hesitate to apply. We'd love to hear from you. You might be just what we need for this role or possibly another one at Blue Cross Blue Shield of MA. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be brilliant. We encourage you to bring us your true colors, , your perspectives, and your experiences. It's in our differences that we will remain relentless in our pursuit to transform healthcare for ALL.

As an employer, we are committed to investing in your development and providing the necessary resources to enable your success. Learn how we are dedicated to creating an inclusive and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path by visiting ourCompany Culturepage. If this sounds like something you'd like to be a part of, we'd love to hear from you. You can also join ourTalent Communityto stay "in the know" on all things Blue.

At Blue Cross Blue Shield of Massachusetts, we believe in wellness and that work/life balance is a key part of associate wellbeing. For more information on how we work and support that work/life balance visit our "How We Work" Page.