**Resp & Qualifications** **PURPOSE:** This position is responsible for the daily management, coaching and development of the team; managing key network projects; tracking and resolving escalated claims/operational issues; and delivering superior service to internal and external customers. This position is critical in creating positive experience for all provider partners. This position is part of a diverse, highly capable team of difference makers that services all CareFirst products, lines of business, and contracted providers from large health systems to small independent practices. **_We are looking for an experienced people leader in the greater Baltimore/Washington metropolitan area who is willing and able to work in a hybrid model. The incumbent will be expected to work a portion of their week from home and at least two days a week at a CareFirst location based on business needs and work activities/deliverables that week._** **ESSENTIAL FUNCTIONS:** + Oversight and management of a portfolio of provider-related projects and initiatives. Develop/maintain standard operating procedures, create tracking mechanisms, perform quality assurance, and identify trends in issues and non-compliance requiring provider education or intervention. + Collaboration with internal customers / stakeholders as needed to resolve escalated issues, complete projects, create service level agreements between teams, and implement provider education campaigns that strengthen project performance. + Daily supervision of staff including orientation, performance management, dissemination of information, training and education - promoting a culture of continuous improvement and customer service. + Key participant in provider experience strategy based on insights from team and network providers; identify opportunities for improvement and areas of focus. **QUALIFICATIONS:** **Education Level:** Bachelor's Degree, Business or related field OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience. **Experience:** 3 years healthcare or provider experience with demonstrated leadership. **Licenses/Certifications Preferred:** + Certified Project Management Professional (PMP)-PMI **Preferred Qualifications:** + Knowledge of CareFirst operational/claims systems, processes, contracts, and products. + Experience working with government products. + Prior experience working in a customer service-oriented role in the retail, hospitality, healthcare, or similar service industry- year project management experience. **Knowledge, Skills and Abilities (KSAs)** + Strong communication and interpersonal skills; ability to lead through influence as much as authority. + Strong critical reasoning skills in decision-making, planning, and organizing; ability to make effective decisions in situations with considerable nuance, risk, and/or ambiguity. + Strong project management skills; ability to manage competing priorities. + Detail-oriented with ability to learn technical processes and systems quickly. + Active contributor to the success of a larger team, department, and mission. + Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging. **Salary Range:** $64,584 - $133,205 **Travel Requirements** Estimate Amount: 15% Occasional field visits to provider practices or CareFirst offices for internal meetings. **Salary Range Disclaimer** The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements). **Department** Provider Relations and Education **Equal Employment Opportunity** CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. **Where To Apply** Please visit our website to apply: www.carefirst.com/careers **Federal Disc/Physical Demand** Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on health care programs. **PHYSICAL DEMANDS:** The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted. **Sponsorship in US** Must be eligible to work in the U.S. without Sponsorship. \#LI-NH2 REQNUMBER: 21193