Blue Cross Blue Shield of Rhode Island Manager, Complex Account Management in Providence, Rhode Island

Manager, Complex Account Management

Full Time | Job ID 560 | Posted: 02/27/2018

Job Description

Establish and maintain internal and external professional relationships to ensure customer needs and expectations are met by the company. Manage a staff of Account Managers and Project Managers with an expertise in delivering exceptional service to self-funded and complex regional and national clients. Oversee the implementation of custom accounts inclusive of specialized benefits, enrollment files, and vendor files/extracts. Participate in strategic, operational, and transformational activities and proactively assess, validate, and communicate customer needs. Provide oversight and communications to and from the Account Management team, as well as the broader organization, to ensure customer satisfaction with products and services.


  • Lead customer-facing Account Management team dedicated to self-funded and complex clients. Provide educational opportunities to develop expertise in self-funded concepts, such as stop loss insurance, underwriting principles, reporting, and vendor integration.

  • Provide planning tools and structure for Account and Project Managers to develop end-to-end understanding of self-funded implementations and ongoing account issues.

  • Oversee the development and integration of innovative wellness strategies into health insurance plan design and employer wellness programs. Ensure staff incorporates the design and delivery of multi-year wellness strategies inclusive of benefit package financial modeling, incentive design, and compliance tracking systems into annual client planning and open enrollment preparation.

  • Responsible for account service dashboard reporting, including identification of metrics, providing transparency into customer experience, and highlighting critical risk factors.

  • Foster relationships with key personnell within accounts, as well as within the broker and consultant community, and participate in client-sponsored events.

  • Participate in client site visits on a regular basis, and inform executive team of critical account issues.

  • Proactively assess, clarify, and validate customer needs on an ongoing basis and lead solution development efforts. Initiate and execute administrative changes that enhance the customer experience.

  • Document and sustain policies and procedures relative to the implementation and maintenance of self-funded accounts.

  • Develop and maintain knowledge of custom account implementations and 834 file processes to assist Project Managers in their timely execution.

  • Accelerate the adoption of Salesforce as an Account Management tool by requiring full participation of staff.

  • Coordinate the involvement of company personnel, including service, operations, and management resources, in order to meet account performance objectives and customers' expectations.

  • Lead/participate in strategic or transformational projects and activities.

  • Establish, implement, and measure a customer satisfaction program that identifies areas of opportunity to enhance the customer experience.

  • Analyze account experience through consolidated view of the customer and make recommendations to improve the customer's experience.

  • Participate in joint company-strategic project and account planning process that targets service and retention that support financial targets and critical milestones.

  • Provide direction and guidance to staff. Set goals and priorities, review and evaluate work, and prepare performance reviews.

  • Develop and maintain an onboarding process/documentation for Account Managers and Project Managers.

  • Perform other duties as assigned.


Minimum Education and Experience:

  • Bachelor's degree in Business Administration or related field, or an equivalent combination of education and experience.

  • Five to seven years of experience in healthcare operations with focus on servicing self-funded clients.

  • Three to five years of experience in a management or supervisory capacity.

Required Knowledge, Skills, and/or Abilities:

  • Ability to interface with internal and external business customers.

  • Excellent verbal and written communication and presentation skills.

  • Knowledge of national healthcare trends, regulatory environment, and business strategies.

  • Knowledge of self-funded insurance principles.

  • Knowledge of administration for commercial products, benefits, and services.

  • Strategic and decisive reasoning skills.

  • Sound business acumen and political savvy.

  • Ability to effectively navigate ambiguous situations with limited direction.

  • Ability to execute business process improvement techniques and strategies.

  • Good problem-solving and effective negotiation skills.

  • Excellent organizational skills and ability to successfully prioritize multiple tasks.

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At Blue Cross & Blue Shield of Rhode Island (BCBSRI), diversity and inclusion are central to our core values and strengthen our ability to meet the challenges of today's healthcare industry. BCBSRI is an equal opportunity, affirmative action employer. We provide equal opportunities without regard to race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, sex, gender identity or expression, and any other personal attributes protected by federal, state, or local law. For more information about our commitment to diversity and inclusion, please see our Diversity Report at

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BCBSRI is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a disability, you need a reasonable accommodation for any part of our application process, please contact us at (401) 459-1050 for assistance.

During the application process, please allow a minimum of five business days before you contact our office to inquire about the status of your application. If you have any questions regarding your application or during the process, please contact Human Resources by phone at (401) 459-1050 or by email at

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