Job ID: J119183
Company: Highmark Inc
Location: Wilkes-Barre, PA, United States
Full/Part Time: Full time
Job Type: Regular
This job is responsible for the overall service operation supporting the Organization's Member community across a wide range of products and lines of business. This includes support for telephonic inquiries that customers may utilize to obtain service through Highmark. Handles, services and completes end-to-end service escalations from the Member community. Builds key partnerships with the sales and account management team, and creates and maintains relationships with them to establish key strategies, builds trust, aligns with the broader Highmark objectives and prepares to execute other key strategies that may originate from the sales or account management team(s). Directs and oversees site labor relations programs, policies, and procedures. Responsible for overall employee engagement, driving a culture of world class service, and ensuring employee recognition and reward programs align with our Core Behaviors and overall mission and vision. Develops strategic planning and goals that set appropriate targets of execution for work processes within the business unit to meet performance goals and drive strategic change. Builds key partnerships with other Health Plan Operations support staff to drive operational efficiencies and best in class platform capabilities. Acts as the primary contact representing the organization for FEP and related issues; is accountable for communications and decisions related to FEP and other inter-Plan functions; ensures the Plan is maximizing the value of FEP to all constituents including other Blue Plans, members and accounts. Directs and oversees site labor relations programs, policies, and procedures. Negotiates bargaining agreement. Establishes and maintains satisfactory labor-management relations, interprets the collective bargaining agreements, administers grievance procedures including arbitration, and assists all levels of management on labor matters.
Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.
Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.
Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
EEO is The Law
Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity (http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf)
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