Client Service Advisor- Sales Delivery Expert

Responsibilities

• Identifies, analyzes and resolves complex operational issues impacting clients. Intake, manage, track and resolve inquiries, issues, and escalations raised by client representatives, agents/consultants. Monitor channels for inquiry intake, documenting and managing client representative concerns.
• Designs, develops and maintains the integrity of service plans. Arranges and facilitates all meetings to review the service plan and client specific issues.
• Secures the service deliverables with the account and identifies task and expectations from the client and fulfills deliverables. Reviews the status of the deliverables with the internal teams involved.
• Escalate high-priority or high-risk issues to Client Success Lead as needed to determine and carry out resolution.
• Represents Blue Cross NC in critical service related customer meetings to address issues, or administrative inefficiencies. Participates in customer-facing sales meetings as requested by the sales team.
• Delivers client specific reporting, including reporting related to service issues and network disruption, and assists with communication plans. Reviews service related reporting with clients.
• Leverage historic client inquiry and issue data to actively identify future resolution, optimizing inquiry management and issue resolution
• Identifies operational inefficiencies and collaborates with Sales team to create a strategy to address. Identify and document best practices, and communicate key client issue resolution experiences to suggest process, product delivery, and client service improvement opportunities.
• **25% Travel Required within North Carolina**
• What You Have
• Bachelor's degree or advanced degree (where required)
• 3+ years of experience in related field
• In lieu of degree, 5+ years of experience in related field
• Must be able to obtain a North Carolina Health and Life Insurance license within the 60 days of employment in this position.
• Must possess and maintain a valid driver's license.
• Bonus Points
• Agency or brokerage experience strongly preferred.
• Flexibility and willingness to travel when needed.
• North Carolina residents highly preferred.
• What You 'll Get
• The opportunity to work at the cutting edge of health care delivery with a team that's deeply invested in the community
• Work-life balance, flexibility, and the autonomy to do great work
• Medical, dental, and vision coverage along with numerous health and wellness programs
• Parental leave and support plus adoption and surrogacy assistance
• Career development programs and tuition reimbursement for continued education
• 401k match including an annual company contribution
• Learn more
• Where You 'll Work
• Our Hybrid Flex approach is built on presence with a purpose - giving you flexibility to work remotely with intentional in-person connection - that supports a workplace that's flexible, connected, and future focused.
• In a Hybrid-Flex role, you'll

Benefits

Additional Information

Job Description Responsible for a customer-facing, service relationship with clients, maintaining a high level of engagement around service delivery, issue resolution and healthcare initiatives unique to clients. Takes a multi-faceted and creative approach in managing the overall service strategy for the client. Partners with internal teams to maintain compliance with contractual agreements, effective cost control measures, policies, procedures and workflows to resolve service inquiries. Drive excellence in sales delivery and support by efficiently and effectively addressing needs and issue escalations expressed by internal team members. Build sustainable relationships with internal team members by providing market-leading service and support experience.

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