The Manager of Customer Accounts is accountable for successful group and/or individual operations and customer relations that provides quality communication and accessibility of information. The position also manages Away From Home Care (AFHC) Program enrollments. This position is accountable for recruitment and development of an efficient staff of well-trained supervisory and administrative personnel. Additionally, the incumbent continuously evaluates internal processes and operation innovations to ensure maximum efficiency and to forecast and address future needs of Health Advantage, Arkansas Blue Cross and Marketplace business. The incumbent coordinates and assists in the enrollment, premium billing, ID card issuance, financial accounts posting and coverage reconciliation, account delinquency and customer support (internal and external). This position must adhere to the standards and guidelines of Health Advantage, the Enterprise and the BCBS Association in the performance of all duties. Job Description: Nature & Scope Environment This position reports to the Director of Customer Accounts and interacts with various staff throughout the Enterprise including the regional offices, underwriting, legal department, Customer Service, Claims, Financial & Accounting, and Centers for Medicaid and Medicare Services. The incumbent is directly responsible for directing the activities and functions of a staff of supervisors, enrollment specialists, and analysts to deliver and support a quality end product to our members of health care. The incumbent is accountable for all activities and functions performed within the enrollment and billing division. The incumbent also interacts and works with healthcare providers and members to identify effective resolutions to mutual issues and strives to continually meet and exceed the standards outlined for the divisions. The changing healthcare environment and rise in local competition require AR Blue Cross Blue Shield to maintain its competitive advantage by internalizing quality principles. The Enterprise must constantly improve operational and organizational processes through a systematic and aggressive approach. The Manager must also be able to proficiently and professionally communicate, both verbal & written, with all levels of management and leadership staff. Additional skills required include the confidence to present information and materials in a professional manner in standup presentation settings. The incumbent must also conduct themselves in a professional manner at all times as a representative of the Internal Operations Enterprise team. The Manager must exert a positive leadership influence among team members and work closely with other staff in project development and management for special projects that demand the highest level of research, analysis, timeliness and accuracy measures. Workflow The Manager must exhibit flexibility in viewing work and relationships, as the daily workflow is dynamic and variable. This position must keep the staff focused on team and innovative objectives. • Reporting and Analysis The incumbent is responsible for the reporting and managing inventory of data on standardized and ad hoc reporting for a project that is required by various management staff and other internal or external departments. • Communication The incumbent is responsible for written and oral communication both inter- and intra-divisional. Close communication and interaction is required with various internal departments such as Accounting, Information Management, Marketing, Regional Offices, Customer Service, and Legal in providing accurate information or data requirements. • Analyzing and Documenting Systems Problems The incumbent is responsible for analysis of problems relating to various projects. They are also responsible for documenting the problem, working with enterprise management or leadership personnel to determine and implement corrective actions with notification to the appropriate staff members and/or divisions. • Guidance The incumbent must self-manage and have an intrinsic drive to achieve goals and improve upon prior accomplishments. This person is required to work with upper management and manage the priorities of multiple projects. This is necessary because the Director does not always guide the Manager’s work, but rather the Manager is often in the position to guide other enterprise teams and employees toward achieving their objectives. • Interfaces This position will interface regularly and routinely with the following: - Director of the Customer Accounts - Senior management/leadership staff and a broad cross section of internal departmental staff, including regional office staff, management staff, front line employees - External Outside consultants - Outsourced contractors and vendors - Other Blue Plan staff - Center for Medicare and Medicaid Services - Arkansas Insurance Department Minimum Job Requirements Bachelor's degree, preferably in a business or healthcare management related field, OR minimum five (5) years’ experience in a healthcare or health insurance environment. Three (3) years of supervisory or leadership experience. Working knowledge of member enrollment systems and processes, five (5) years’ experience preferred. Proficient communication skills written and verbal. Experience making standup presentations to groups of individuals in a formal business setting. Three years proficient working knowledge of PC and office software applications. Principal Activities or Accountabilities (Essential Functions of Job) 1. Ensure all standards for enrollment timeliness and accuracy are met and that benefits and medical policies are being adhered to accurately as defined internally, group specific and by the BCBS Association. 2. Continue to develop policy and procedures that will be used for training/education of the claims staff. 3. Maintain administrative cost efficiencies as outlined by the Enterprise 4. Participate in development of annual budget 5. Support the enterprise in new initiatives and implementing benchmark measures for application to the enterprise and its business partners. 6. Coordinate and work with different areas, regions and partners of the Enterprise to produce efficient progress toward achieving necessary goals and objectives. 7. Assure that effective coordination and clear, professional concise communication is being achieved; inter and intra divisional. 8. Stay attuned to the healthcare industry. 9. Serve on committees and participate in special projects. 10. Employ, develop, coach and maintain a competent staff. Provide the resources needed to meet the operational needs and data for the Enterprise. Security Requirements This position is identified as level three (3). This position must ensure the security and confidentiality of records and information to prevent substantial harm, embarrassment, inconvenience, or unfairness to any individual on whom information is maintained. The integrity of information must be maintained as outlined in the company Administrative Manual. Segregation of Duties Segregation of duties will be used to ensure that errors or irregularities are prevented or detected on a timely basis by employees in the normal course of business. This position must adhere to the segregation of duties guidelines in the Administrative Manual. Employee Regular Number of Openings Available: 1 Arkansas Blue Cross Blue Shield is an Equal Opportunity Affirmative Action employer and is subject to federal regulations pertaining to employment.Arkansas Blue Cross does not unlawfully discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, marital status, veteran status, or any other basis prohibited under federal, state or local laws governing non-discrimination in employment in every location in which the Company has facilities. Arkansas Blue Cross also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws.