Business Consultant- Customer Service Optimization (Remote)

The Business Consultant provides expertise in tailored, strategic, and critical work to help design, launch, and execute programs that support initiatives in the changing healthcare environment., * Provide subject matter expertise in a particular area (including but not limited to one of the following: project management, finance and budget, human resources, data and metrics, information technology, etc.) that contributes to the effective accomplishment of initiatives tasks and goals. Collaborate on the business strategy, thesis, programs and the identification of strategic opportunities. Support cross-functional teams and projects between division, and others to deliver value to team. Proactively identify ways, means, and platforms to build synergy and mutually reinforcing workstreams to accomplish tasks more effectively across different business functions of initiatives.

• Design and run dashboards to support clear communication across across vertical components of business. Review and support task coordination while identifying potential process improvements. Develop and finalize budgets, policies, and other documentation for programs.
• Build trusted relationships within CareFirst to deepen subject-matter expertise, find opportunities to synchronize with core operations, and ensure close coordination with the central team in the execution of their areas of responsibility within the division. Identifying opportunities for synergies to improve task execution across the organization. Working collaboratively with other support partners in our current and upcoming programs. Communicating strategy, programs, and next steps to leadership and our partners., 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.

Education Level: Bachelor’s Degree 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: 5 years’ experience in business development, operational technology support, general business operations and/or consulting expereince.

Preferred Qualifications:

• Knowledge of Salesforce, CRMs or customer experience platforms.
• Knowledge and experience working in the Healthcare Payor industry.
• Knowledge and experience in Project Management and Change Management.
• Knowledge and experience in Call Center technologies including customer portals and mobile app platforms.

Knowledge, Skills and Abilities (KSAs)

• Understands business goals and priorities,
• Follows evolving market, industry and consumer trends,
• Effective communication of complex ideas both verbal and written,
• Exceptional project management, facilitation and organizational skills,
• Excellent relationship management skills,
• Strategic thinker, problem solver, and a collaborator who can drive engagement and discussions,
• Significant experience with MS Office (Excel, PowerPoint, Word),
• 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.

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).