Janelle Griggs Email & Phone Number

Fargo, Nd, Us

*Oversee our Member Advocate Program*Oversee the Research Specialists in the Customer Contact Center*Oversee our Quality Assurance Program*Responsible for reporting and making process improvement for First Call Resolution for BCBSND*Responsible for reporting Voice of the Customer initiatives

•Coach and provide recognition to 25 employees on two teams•Lead and assist employees in development to achieve employment goals such as becoming proficient at the essential functions of their position including research and problem solving, customer service, and claims processing•Assist employees with skill development including improved oral and written communication skills to prepare for advancement opportunities•Evaluate employee performance and deliver written performance appraisals at year end•Lead the BlueCard Team in work processes to ensure maximum points are met on the Inter-Plan Performance Scorecard achieving an average score of 96.86 out of 100 points in 2012 putting BCBSND in the top 15 of BCBS Plans—with the new Inter-Plan Performance Scorecard in 2013, increased points in the transactional measures from 19.8 to 30.99 out of a possible 40 points•Collaborate with peers at various BCBS Plans as well as teams within BCBSND such as CoreLink, various claims departments, and the Customer Contact Center to determine best practices with claims processes to maximize points on the Inter-Plan Performance Scorecard; improve provider and member satisfaction with claims resolution and timeliness; implement mandated projects such as ancillary claims filing and BlueCard for Public Exchanges•Plan within the BlueCard team and within the Claims Administration division to ensure limited resources are being placed on the most beneficial projects to meet organizational goals •Communicate effectively via email and facilitating meetings within the organization and with outside parties such as other BCBS Plans and Blue Cross Blue Shield Association contacts•Screen and interview applicants to fill open positions within BlueCard

•Create training materials for new and existing employees on customer service processes such as quoting benefits, claims processing and following procedures for HIPAA and ERISA regulations•Conduct new employee classroom training sessions•Coach new and existing employees by performing live and recorded call monitoring•Provide feedback to team leader on employee performance•Assist with customer questions on the team helpline to meet their needs and provide customer resolution on the first contact•Handle escalated supervisor calls from members•Update departmental FAQ document for employee use and update departmental underwriting manual

Ba, Business Administration

Bachelor'S Of Business Administration, Business Management