Implementation Support Representative II

Responsible for client implementation management and pre and post sales related activities for Small Group New Sales. Provide Brokers and prospective Accounts with a high level of service and support regarding the consultative and administrative aspect of prospecting and implementing new group health and/or Dental plans. Act as a liaison, maintaining the proper channels of communication between the accounts, brokers and internal departments. Provide service support to Account and Sales Executives on an on-going basis. Demonstrate the ability to build strong relationships with Brokers, Accounts, Sales Executives, Internal Partners, and fellow team members to support results.

This position is eligible for the eWorker, mobile, and resident personas.

Your Day to Day:

• Answer telephone inquiries via the New Sales hotline in operation from 8:30-4:30 regarding BCBSMA product portfolio, specific plan benefits, underwriting guidelines, all enrollment and/or service requests.
• Provide end-to-end support and consultative services to the Account, Broker, and Account/Sales Executive during all phases of the sales, implementation, and post-sale process using knowledge of BCBS products, financial arrangements, underwriting guidelines, etc. to ensure that the account's questions and concerns are addressed
• Lead new account implementations as the primary point of contact for brokers and/or accounts. Manage/resolve implementation or service concerns from Brokers and Accounts daily
• Responsible for the audit of the new sales account paperwork, ensure all accounts and members meet UW guidelines and eligibility requirements, and provide supporting documents (if applicable) with completed application. Enforce adherence to Underwriting Guidelines assume responsible for account approval/implementation and manage exceptions requests/fulfillment
• Manage multiple assignments and projects independently, with competing deadlines under time constraints
• Compile census data for credible prospect accounts utilizing Salesforce and the SMART Census template for Account/Sales Executives
• Consult on and generate rates for prospective accounts (<50) using the BlueQuote+ rating system.
• Assist assigned Sales Executives with managing/resolving non-credible issues from Brokers and Accounts daily
• Assure quality of documentation by reviewing case paperwork as needed to make sure all necessary documents have been received and logging in to Blue Quote accurately
• Act as a liaison between the broker, account, and underwriting to resolve non-credible case issues/questions
• Assists management with reporting and special projects.
• Support retention with "Special Projects" such as disruption reports and other tasks as assigned by leader.
• Assists management with reporting and special projects.
• Ensure prospects meet UW guidelines and eligibility requirements

We're Looking for:

• Knowledge of BCBS product portfolio and systems (RTMS, Blue Quote+, Salesforce, Collateral Catalogue etc.).
• Experience in a call-center environment, strong telephone skills and etiquette.
• Experience in customer service capacity
• Strength in proactive thinking, analysis, identification of problems and problem resolution
• Demonstrates consultative problem solving.
• Demonstrates organization in time management, balancing priorities, self-management, responsiveness and account partnership organization.
• Demonstrates loyalty, integrity and professionalism.
• Demonstrates human relations and communication skills
• Demonstrates strong attention to detail.
• Desire to work as part of a team, in a very fast-paced and dynamic environment.
• Ability to multi-task and remain flexible under pressure.

What You Bring:

• BS/BA preferred or relevant work experience

#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.