Team Leader, Group Customer Membership & Billing
Overview
You will lead the Group Customer Membership and Billing team at Blue Cross Blue Shield of Michigan in Detroit, overseeing all administrative, operational, and employee functions for a high-volume customer service, claims, and billing operation. You will manage a team of support staff, ensuring prompt, accurate responses to members and providers, and driving efficiency through effective planning, scheduling, and corrective action. This role demands a hands-on leader who can navigate union contracts, collaborate with diverse internal and external stakeholders, and implement process improvements that enhance workflow and service quality. You will directly impact member satisfaction and operational performance in a mission-driven healthcare environment.
What You'll Do9
- 1Supervise daily operations of the Group Customer Membership and Billing team, assigning work and monitoring queued workloads to meet service level targets.
- 2Lead, coach, and develop a team of 5-10 customer service associates, conducting performance reviews, counseling, and corrective action as needed to maintain high standards.
- 3Own scheduling and overtime allocation, adjusting staffing to cover peak call volumes and absenteeism while managing cost efficiency.
- 4Drive quality assurance by monitoring calls and transactions, analyzing proficiency metrics, and implementing team coaching sessions to reduce error rates.
- 5Resolve escalated member and provider issues, interfacing with internal departments like Claims, Membership, and Billing to ensure timely resolution.
- 6Implement process improvements using Lean or Six Sigma tools to streamline workflows and reduce turnaround times by at least 10% in the first year.
- 7Ensure compliance with BCBSM policies, procedures, and union contract guidelines, maintaining accurate documentation and reporting.
- 8Coordinate with HR to recruit, interview, and onboard new team members, fostering a positive and inclusive work environment.
- 9Prepare and present weekly performance dashboards to senior management, highlighting key metrics like call abandonment, average handle time, and first-call resolution.
Requirements9
- 160 college credits required, Bachelor's Degree preferred in business, healthcare, or related field.
- 23+ years in customer service, claims processing, or membership and billing in a healthcare or insurance setting.
- 32+ years in a leadership role, supervising teams of at least 5 people.
- 4Strong knowledge of Blue Cross Blue Shield policies, procedures, and systems including Eligibility, Billing, and Enrollment.
- 5Proficiency in Microsoft Excel for data analysis and reporting, including Pivot Tables and VLOOKUP.
- 6Excellent verbal and written communication skills, with experience handling sensitive member issues.
- 7Demonstrated ability to plan, organize, and prioritize work in a fast-paced, deadline-driven environment.
- 8Must pass Team Leader selection system assessment as part of the hiring process.
- 9Union contract administration experience preferred but not required.
Salary Insight
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