Blue Cross NC

Customer Support

• Act as a solution-focused service advisor for BCBSNC customers
• Manage Spanish inbound calls in native language
• Translate documents and written material as required
• Educate and encourage customers on use of alternative delivery channels
• Document corrective measures and detailed customer information for inquiries

Bilingual Customer Service Representative

Program Manager

• Manage, plan, design, and develop multiple, larger and/or more complex programs on an enterprise level.
• Provide full end to end program management including strategic planning, needs analysis, content development, program design, implementation, administration and monitoring, data analysis and program evaluation, budget management and vendor selection and vendor/contract management.
• Coordinate interdepartmental functions to minimize delays; work with program/project team members on a regular basis to review deliverables and ensure deadlines are met.
• Identify, analyze and understand target audiences and their specific program needs.
• Develop overall program plan and create high-level plans to guide detailed planning at the component level.
• Establish and monitor performance metrics and goals for programs, including process measures, outcomes measures and financial measures.
• Document and present program results through operational reports, outcomes studies, presentations and publications.

Principal Project/Program Manager

Business Analyst

• Facilitate and perform complex research and analysis to support business operations.
• Develop and elicit requirements for departmental and corporate projects.
• Communicate and validate requirements with stakeholders and identified SMEs.
• Drive and execute business readiness activities including the communication plan.
• Develop new procedures, specifications for systems changes or other solution recommendations.
• Design and conduct post implementation audits and create customer feedback mechanisms.

Bilingual Customer Service Representative

Principal Project/Program Manager

Senior Business Analyst