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CareFirst BlueCross BlueShield · 4 hours ago

Client Relationship Management Director (Remote)

United States

Full-time

Remote

Senior Level, Lead/Staff

$139K/yr - $258K/yr

8+ years exp

CareFirst BlueCross BlueShield is seeking a Client Relationship Management Director to lead the team responsible for delivering technology solutions to BCBSA Plans. This role involves analyzing client data, developing customer relationship strategies, and ensuring client satisfaction through effective communication and operational management.

Health CareNon ProfitService Industry

No H1B

Responsibilities

Serve as the strategic partner for BCBSA and BCBSA Plans. Analyze client specific account data, interpret information and collaborate with CareFirst affiliates executive management, BCBSA, and BCBSA Plans in the development of a meaningful strategy to address complex client needs. Represent the voice of the customer in internal discussions, planning and addressing client needs and challenges

Develop, implement and continuously improve upon customer relationship management model BCBSA Plans. Lead strategic engagement effort across CareFirst affiliate. Track corporate engagements across the year and identify opportunities to build upon key relationships and expand Plans integration of affiliates products and services

Direct and manage departmental staff through goal setting, guidance, support, coaching, and feedback consistent with corporate HR policies and practices. Prioritize and assign goals and projects; resolve employee issues and provide developmental opportunities. Produce and manage departmental budget

Provide guidance to the BCBSA and BCBSA Plans in the operational and technology interpretation of reports and projects for BCBSA Plans to understand their technology integrations and provide programmatic recommendations regarding optimal solutions and services that address identified strategic business objectives. Drive development of Strategic Integrated Roadmaps with each BCBSA Plan to ensure they have visibility into the change being introduced and drive Plans adoption of new solutions and services

Coordinate and monitor client feedback and recommend appropriate strategies, tactics and operational initiatives to continuously enhance client satisfaction. Meet regularly in face-to-face meetings with clients, and create ad hoc reports, as requested. Works with other members of CareFirsts affiliate to ensure the right information and messaging is provided to our internal and external customers. Identify strategic opportunities to partner with BCBSA Plans and Vendors in evolving portfolio of solutions and services of CareFirsts affiliate

Expert at presenting business operations, and technology information and articulating the value to the customer of CareFirsts affiliate. Works closely with other areas of the CareFirst affiliate and the BCBSA to ensure the client messaging and direction are in line with functional areas of the organizations and represents customer strategy and solution requirements to those functional areas

Qualification

Healthcare analysisTechnology consultingCustomer relationship managementProduct developmentData analysisStrategic planningMicrosoft OfficeAnalytic skillsCommunication skillsLeadership skills

Required

Bachelor's Degree in Business Administration, Healthcare, IT/Data Analysis or related field OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience

8 years' experience in healthcare analysis and/or technology consulting

3 years management experience

Preferred

Demonstrated understanding of the technology applications, technical solutions and the business processes employed by Plans to leverage these solutions

Existing relationships with staff at Plans and BCBSA

Product development or management experience. Familiarity with the software development lifecycle and waterfall and agile methodologies

Demonstrated ability to build and preserve relationships with customers

Ability to identify key staff within customer base with whom to cultivate working relationships and to introduce appropriate CareFirst affiliate staff for engagement

Experience utilizing customer relationship management methodologies and tools

Demonstrated understanding of the customer experience and how best to address and improve upon it

Certified Business Relationship Manager (CBRM) certification preferred