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Team Manager - Provider Relations Contact Centre

Call Centre

|

Edmonton

|

Permanent Full Time

Date posted

October 8, 2021

Closing date

October 29, 2021

Let’s impact lives for the better!

Alberta Blue Cross is Alberta based, not-for-profit and dedicated to delivering exceptional customer experience and community leadership. We’re committed to providing the best health coverage to over 1.8 million members and take an active role in promoting the wellness of all Albertans. We believe in what we do—and place trust in our employees to deliver our vision.

Working at Alberta Blue Cross means having a career where you’ll be recognized for your contributions. We value diversity, encourage our employees to maintain a healthy work-life balance and provide opportunities for training and career growth.

OVERVIEW:

Alberta Blue Cross has an immediate opening for an enthusiastic, team-oriented and results -driven Team Manager to join our Provider Relations Contact Centre (PRCC). With support and guidance from the Manager of Provider Services, the Provider Relations Contact Centre Team Manager, working with another Team Manager of PRCC, is responsible for managing both the people and the processes that deliver exceptional service to all customers of the Provider Relations Call Centre. The successful candidate must have exemplary interpersonal skills, proven leadership capacity, a strong commitment to superior customer service and thrive in the fast pace environment of a call centre. The Team Manager must serve as a strong role model, living our corporate values and promoting a positive and a highly productive work environment.

WHAT YOU WILL DO:

  • Create a positive working environment by encouraging teamwork and generation of new ideas to enhance work processes.
  • Provide team with meaningful, regular, and timely performance feedback that facilitates everyone’s professional growth. Handle any performance concerns that may be needed.
  • Provide leadership to employees to ensure high quality results, acceptable productivity levels and positive employee morale is met.
  • Ensure service level and turnaround targets are met through effective utilization of both resources and systems.
  • Support the management team with day-to-day operations and projects while communicating with the team.
  • Assist in recruiting and retaining passionate, inspired employees with an exceptional work ethic and attitude.
  • Support department vision and strategic planning.
  • Liaise with Learning & Development in coordinating training for both new and existing staff.
  • Bring forward solutions to improve processes and workflows.
  • Build and maintains effective work relationships with internal/external customers and coworkers.
  • Act as a liaison between the contact centre and multiple business units to facilitate open and timely communication between them and their customer base regarding direct bill claims management.
  • Ensures service level and turnaround targets are met through effective utilization of both resources, KPI’s and systems.
  • Keeps staff informed on changes in procedures and policies from multiple business areas.
  • Manage the resolution of inquiries and concerns of a complex nature, including following up directly with providers when necessary.
  • Develop forecasting and trending analysis based on a variety of reporting tools to assist with day to day operations and strategic planning of resources and processes.

WHAT YOU WILL HAVE:

  • 3-5 years’ experience in a leadership role.
  • Demonstrated proficiency MS Excel and MS Word.  Ability to create reports, analyze data specific to trends, adjustments, productivity, and other reporting as required.
    Enjoy supporting the goals and targets of a team and have a strong desire to succeed.
  • Demonstrated commitment to superior customer experience.
  • Ability to identify opportunities for change and improvement, research issues and formulate   recommendations.
  • Must be able to work under pressure while maintaining composure and professionalism.
  • Decision making, problem solving and conflict resolution skills.
  • Self-directed with a strong sense of accountability.
  • Analytical and self-motivated.
  • Above average interpersonal awareness.
  • Outstanding time management skills with the ability to multi-task.
  • Proven initiative and drive to succeed.
  • Professionalism in all aspects of service.
  • Excellent interpersonal and communication skills.

Alberta Blue Cross is an inclusive employer committed to a workplace that reflects the diversity of the communities we serve. We empower and are advocates for our employees by welcoming, respecting and valuing their unique perspectives, backgrounds, and experiences.

We offer a competitive salary and benefits package and the opportunity to work in an innovative, high-energy team-focused environment. This position will remain open until October 29, 2021.  If you have the qualifications we are looking for, apply online at careers.ab.bluecross.ca

 

Join our team

Date posted

October 8, 2021

Closing date

October 29, 2021

Apply

About us

Let’s impact lives for the better!

Alberta Blue Cross® is Alberta based, not-for-profit and dedicated to delivering exceptional customer experience and community leadership. We’re committed to providing the best health coverage to over 1.8 million members and take an active role in promoting the wellness of all Albertans. We believe in what we do—and place trust in our employees to deliver our vision.

Working at Alberta Blue Cross® means having a career where you’ll be recognized for your contributions. We value diversity, encourage our employees to maintain a healthy work-life balance and provide opportunities for training and career growth.