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Senior Director, Customer Solutions

Blue Cross Blue Shield of Massachusetts

Title: Senior Director, Customer Solutions

Reports To: SVP, Customer Solutions

Major Responsibilities:

  • Lead the Client Services team of 15 Health Engagement Strategists and Coordinators who work (1) support sales with prospects and retention finalist meetings, (2) partner with brokers and consultants to understand BCBSMA solutions portfolio and value proposition, (3) work directly with accounts in the commercial, muni, labor and large ASC national markets to develop multi-year health engagement strategies and program designs, (4) oversee account program implementation, and (5) track and measure program performance and review with clients. The Director, Client Services will report into this position.
  • Lead the Market Response team that partners with Product Marketing to develop go-to-market plans and communication strategies to support all key stakeholders including members, employers, brokers/consultants, providers, and community partners. Lead coordinated RFP responses, internal & corporate communications, sales communications & training, program & product communications support. The Communications Coordinator will report to this position while a search is underway for an open Manager position, 
  • Collaborate with Market Strategy and Marketing team to use internal and external data, competitive intelligence, and benchmarks to ensure products and offerings align with market and customer needs and are differentiated and competitive. Be an influential voice of the market to the product and health engagement solutions teams.
  • Serve as executive subject matter expert on total population health engagement and customer solutions to internal business partners and external stakeholders
  • Serve as direct resource to Sales leadership and Account Executives to set sales goals related to cross-selling customer solutions, develop strategy to expand BCBSMA health engagement suite of programs, and build broker and consultant partnerships
  • Lead Client Service team to skillfully use client data, client culture and client business strategies to assess the needs of constituents for health engagement solutions and make recommendations for services that are meaningful to clients
  • Design population health strategies that enable customers to implement and measure the impact of BCBSMA solutions
  • Provide guidance to sales in health engagement and related products/services providing leadership and education to enable them to most effectively serve accounts
  • Collaborate with Health Management, Account Reporting, and Marketing to ensure that programs and collateral are integrated across the program lifecycle and care continuum
  • Supports the design and delivery of Health Informatics and Reporting at an account specific level where appropriate

Qualifications (knowledge, skills and abilities):

  • Demonstrated knowledge of industry best-practices and current science of lifestyle management and behavior change
  • Strong client facing skills and the ability to train and mentor staff in those skills
  • Strong data analytic skills in order to access program performance by BOB, account, segment, and make recommendation for change and improvement
  • Demonstrated success in the design and implementation of wellness programs
  • Strong team participation and navigation skills
  • Strong ability to monitor employee performance and hold accountable to specific goals and objectives
  • Strong problem solving skills
  • Strong written and verbal communication skills
  • Ability to work effectively at all levels within the organization and to seek out alternative means to achieve goals
  • Demonstrated ability to influence internal/external customers
  • Proven excellent interpersonal skills and relationship building
  • Collaborate with Marketing to create compelling Sales and Account collateral to support health and wellness offerings
  • Provide PDS (Proposal Unit) with subject matter expertise support and strategic guidance.
  • Create communication plans for Sales, Brokers and Accounts to promote all new wellness market offerings.
  • Work with Public Relations on proactive wellness communication initiatives.
  • Collaborate with Marketing on a broad-based health and wellness programs promotional strategy

Education/Relevant Experience:

  • Masters Degree in Health Promotion, Public Health, Health Service Administration or other related degree
  • Minimum of eight to ten (8-10) years related experience required (health care, managed care, corporate wellness, prevention and wellness for health care)
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Date Posted
March 19, 2019
Job Type
Boston, MA
Wellness Consultant

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