Manager - Operations Incoming & Service Center

About Blue Cross and Blue Shield of Minnesota

At Blue Cross and Blue Shield of Minnesota, we are committed to paving the way for everyone to achieve their healthiest life. We are looking for dedicated and motivated individuals who share our vision of transforming healthcare. As a Blue Cross associate, you are joining a culture that is built on values of succeeding together, finding a better way, and doing the right thing.

If you are ready to make a difference, join us.

In this role, you will play a vital part in achieving our departmental objectives by effectively overseeing the functions of Incoming Mail (Document Processing, Imaging, Data Capture & Inquiry Routing) and Outgoing Mail (Collection, Postage, Shipping & Tracking). Through adept management, meticulous planning, and strategic direction, you will ensure the seamless execution of tasks. By nurturing staff development, continually monitoring performance, and instituting streamlined processes, the role enhances member satisfaction and operational efficiency.

With a watchful eye on daily operations and a focus on driving efficiencies, this in‑office role guarantees smooth functioning of the department, thereby contributing significantly to our organizational success.

This role is onsite 5 days a week at our Eagan, MN office.

• Provides primary oversight for personnel and orchestrates enterprise‑wide processes for the timely and accurate receipt and disbursement of incoming work.
• Ensures the timely and cost‑effective collection, postage, shipping, and tracking of outgoing mail.
• Collaborates with all business units to plan, develop, and implement efficient and effective workflows.
• Conducts performance evaluations and manages employees, including skill and career development, policy administration, coaching, and cost control.
• Directs process improvement efforts, assesses operational performance through statistical reports, and initiates necessary changes.
• Plans, forecasts, and anticipates business fluctuations in collaboration with business partners, including Finance, Commercial and Government Markets, Membership, and Appeals and Grievances.
• Resolves escalated customer issues and serves as the primary contact for internal business partners.
• Drives innovation by assessing department processes, implementing necessary changes, and collaborating with internal business partners.
• Maintains a high‑performing team, driving department results through effective leadership.
• Facilitates growth and development within the team through coaching, performance reviews, constructive feedback, and leading by example.
• Manages resource allocation to ensure production, staffing and budget goals are met.
• Prepares and analyzes line of business data, ensuring compliance with regulatory requirements and collaborating with support staff to address issues.
• Works effectively with multiple vendors both onshore and offshore.
• Maintain strong partnerships with downstream operational and business teams

• 5+ years of relevant professional experience, encompassing work, education, transferable skills, and military experience.
• At least 1 year of experience in staff, team lead, or project lead roles.
• Proven ability to coach and develop others effectively.
• Proficiency in advanced interpersonal skills, communication (verbal, written, and listening), facilitation, and presentation skills.
• Intermediate proficiency with Microsoft Office Suite products.
• Demonstrated capability to lead and manage projects successfully.
• Strong organizational and planning skills, with the ability to implement procedures effectively.
• Demonstrated embodiment of our corporate culture and values as a positive role model.
• Adaptability to dynamic healthcare requirements and processes.
• Strategic thinking ability, understanding the impact of decisions on the organization.
• Excellent customer service and support capabilities.
• Ability to comprehend and communicate complex information effectively.
• Capacity to drive and lead positive change initiatives.
• Skilled in developing robust business relationships that foster collaboration and innovative solutions.
• Ability to work…