Blue Cross Blue Shield Claims Trainer/Coordinator in Fargo, North Dakota

Requisition Number17-0481Post Date7/14/2017TitleClaims Trainer/CoordinatorCityFargoStateNDDescriptionJOB SUMMARYThe Service Trainer Coordinator is responsible for training new and existing employees on claims processing, customer service and/or enrollment/billing functions to provide exceptional customer service and meet quality assurance productivity measurements and standards. This position develops and implements training programs, conducts quality assurance monitoring and initiates and participates in the development of process improvements. This role has direct contact with internal and external customers to resolve complex and escalated customer situations, supports management in day-to-day operations and serves as a resource for the company.ESSENTIAL FUNCTIONSProvides training, coaching and feedback to new and existing employees in all aspects of customer service and claims processing to ensure exceptional customer satisfaction. Ensures that staff meets or exceeds departmental and association standards in quality and timeliness.Develops and implements training programs by assessing individual and departmental training needs and questions, adjusts training material(s) to meet the needs of the individual or group and determines and facilitates training needs for other areas in the company.Receives, researches and resolves complex customer situations and/or claims inquiries through phone calls or walk-ins using appropriate resources/tools. Relays research outcomes to customers and internal staff. Learns from and uses these situations to mentor staff and identify training opportunities.Researches, identifies and reports system issues or problems and collaborates with appropriate stakeholders to resolve.Initiates and participates in the planning, development and implementation of process improvements. Collaborates with internal teams within the division and company to create best practices and process improvements. Gathers feedback from staff to make recommendations on screen, application or reference material enhancements. Performs testing for system updates.Serves as a subject matter expert within assigned department and makes decisions on behalf of team, when appropriate.Supports management in day-to-day operations such as coordinating work distributions and schedules, assisting in departmental planning, providing ongoing feedback to internal staff and management and compiling and analyzing information for management, executives, group contacts, etc.Leads and/or participates in special projects, cross-functional workgroups or corporate projects, as needed.RequirementsKNOWLEDGE, SKILLS AND ABILITIESQuality Focus - IntermediateCommunication (Verbal/Written) - IntermediatePrioritization and Organization of Work - IntermediateTeam/Work Guidance - BasicProblem Solving and Resolution - IntermediateCollaboration - Intermediate EDUCATION REQUIREMENTSRequired: High School Diploma/GEDPreferred: Associate'sField(s) of Study: Business or related subject/field.EXPERIENCE REQUIREMENTSRequired: Minimum of 5 YearsPreferred: Minimum of 5 YearsExperience Details: Minimum of 5 years of claims processing, member/provider customer service, enrollment/billing, insurance or related experience is required.PHYSICAL DEMANDSSitting: Frequent (60-90%)Standing: Occasional (30-60%)Walking: Occasional (30-60%)Use of Computer: Frequent (60-90%)Lifting under 30 lbs.: Occasional (30-60%)OTHER INFORMATIONJob Posting Policy 6.05New employees with Blue Cross Blue Shield of North Dakota will be eligible to apply for positions within their assigned department after successfully completing a 90-day review. For positions outside your department, you must attain a minimum of six months of service before you can apply. EQUAL OPPORTUNITY EMPLOYMENTEqual Opportunity Employer of Minorities, Females, Protected Veterans and Individual with Disabilities, as well as Sexual Orientation or Gender Identity. For questions, please emailThis job posting will be closed 07/21/2