Client Advocate II

Position Purpose:

Responsible for establishing, building, and maintaining sustainable customer relationships. Ensures appropriate client communication, client focus, and client control of priorities by coordinating with the client organization at strategic, tactical, and operational levels. Works with customer to identify opportunities for innovation, cost reduction, improved efficiencies and business challenges. Acts as a liaison between I/S and customer for assigned business units. Ensures that the design and integration of proposed system, software, and hardware solutions lead to the development and growth of the business through effective use of technology.

Location:

This position is fulltime (Monday-Friday, 40 hours per week), consisting of a mandatory three days in the office Tuesday-Thursday and two days working from home Monday/Friday (please note at times there may be a business need of in office depending on workload and priority level) in Columbia, South Carolina.

Government Clearance:

This position requires the ability to obtain a security clearance, which requires applicants to be a U.S. Citizen.

*This position is not eligible for sponsorship now or in the future.

What You'll Do:

• Steering Support --- Helps the customer define their business needs as specific changes and works with the customer on priority setting. Assists in the definition of I/S work requests and completes the packaging and delivery of I/S work/audit requests estimates and supporting documentation. Negotiates final estimates, authorization, and start/completion dates for each request with customer. Provides tracking of work requests to allow better control of costs for the customer. Monitors work requests to ensure delivery of products and services based on customer's priorities, estimates, and dates. Updates I/S Product Catalog with product features.
• Systems/Services Monitoring --- Monitors service levels, reports actual versus agreed to service levels, and reviews service levels with the customer to determine opportunities for improvement. Establishes and reports metrics that measure I/S performance and satisfaction to customer. Reports Service Level Agreement (SLA) performance. Analyzes requested and existing SLAs for reasonableness and takes appropriate action. Reports overall customer status to the I/S Management.
• Account Management --- Acts as an account manager responsible for the collection, analysis, review, documentation, and communication of client needs and requirements. Ensures I/S solutions are tailored to the customer's strategies by continually obtaining a complete understanding of the client's business needs from initial requirements to final implementation. Communicates quickly and accurately. Manages political and interpersonal issues. Fosters relationships between the customer and the I/S organization as well as analyzes problems, settles disputes, and negotiates within current contractual boundaries. Acts as specialists in customer's business and generalists in I/S products and services.
• Internal Marketing --- Takes proactive marketing approach when communicating with customer in response to external requests for change or internal I/S product activity. Ensures customer is aware of potential offerings that could add value. Designs products and services with common components that can be leveraged across many customers. Establishes pricing, obtains approval by LOB management, and packages/delivers to customer. Focuses the communication with the customer on features offered in the I/S Product Catalog and works with I/S team to propose and build tailored, customer-focused solutions.
• Product Improvement --- Research/discover opportunities to employ the proper subsets of I/S and its products and services. Identifies the customer's strategic business strategies and finds the right products and services to fill the customer's need and uses internal Marketing to sell the solution.

Required Education:

• Bachelor's

Degree Equivalency:

• Associates degree plus an extra 2 years of job-related work experience for a total of 7 years of required work experience (see "required work experience")

OR

• 9 total years required work experience.

Required Work Experience:

• 5 years I/T related experience to include experience in client relationship, I/S marketing, and process/product improvement.

Required Skills and Abilities:

• Strong communications (verbal and written) skills with assertive yet customer-focused style.
• Understanding of information systems, business processes, and the key drivers and measures of success for the business unit and the organization.
• Knowledge of the company's business practices and direction.
• Understanding/knowledge of technological trends used to bring solutions to business units.
• Previous business analysis experience.
• Experience to include working closely with I/T in the development/implementation of systems.
• Demonstrated competency in strategic thinking with strong abilities in client management and relationship building/management along with a service attitude.
• Demonstrated competency in management of resources to meet goals and multiple projects.
• Participation on multidiscipline, high-performance work teams.
• Ability to negotiate terms and scope of work documents.
• Ability to prepare and present formal presentations.
• Effective problem solving and conflict resolution skills.

Required Software and Tools:

• Microsoft Office.

We Prefer That You Have the Following:

• Experience working within PGBA, BCBSSC, or similar healthcare payer environments.
• Handson experience with outage coordination, incident documentation, and changemanagement processes.
• Experience producing SLA or operational performance reporting.
• Background supporting IT teams or working alongside technical groups (e.g., Windows Server, Unix, workstation deployments).
• Familiarity with creating reports in ServiceNow.

• Prior leadership experience (team lead, supervisor, or manager roles)

• Bachelor's degree required; Master's degree in business, healthcare, or related field preferred

• Experience in healthcare revenue cycle operations or billing environments

Our comprehensive benefits package includes the following:

We offer our employees great benefits and rewards. You will be eligible to participate in the benefits the first of the month following 28 days of employment.

• Subsidized health plans, dental and vision coverage

• 401k retirement savings plan with company match

• Life Insurance

• Paid Time Off (PTO)

• On-site cafeterias and fitness centers in major locations

• Education Assistance

• Service Recognition

• National discounts to movies, theaters, zoos, theme parks and more

What We Can Do for You:

We understand the value of a diverse and inclusive workplace and strive to be an employer where employees across all spectrums have the opportunity to develop their skills, advance their careers and contribute their unique abilities to the growth of our company.

What to Expect Next:

After submitting your application, our recruiting team members will review your resume to ensure you meet the qualifications. This may include a brief telephone interview or email communication with our recruiter to verify resume specifics and salary requirements.

Equal Employment Opportunity Statement

BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains affirmative action programs to promote employment opportunities for individuals with disabilitiesand protected veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations.

We are committed to working with and providing reasonable accommodations to individuals with disabilities, pregnant individuals, individuals with pregnancy-related conditions, and individuals needing accommodations for sincerely held religious beliefs, provided that those accommodations do not impose an undue hardship on the Company.

If you need special assistance or an accommodation while seeking employment, please email mycareer.help@bcbssc.comor call 800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case-by-case basis.

We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer. Here's moreinformation.

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