Team Manager - Provider Services - Health Services
Alberta Blue Cross
Edmonton, AB
At Alberta Blue Cross, we do things a bit differently. Our vision, dedication to customer service and community leadership set us apart from the rest. We’re committed to providing the best health coverage for our members and take an active role in promoting the wellness of all Albertans. We believe in what we do, and place trust in our employees to deliver our vision.

Working at Alberta Blue Cross means having a career where you’ll be recognized for your contributions. We value diversity, encourage our employees to maintain a healthy work-life balance and regularly provide opportunities for training and career growth. If you’re excited about our brand and the contributions, we make to the province then we’d love for you to join us!

Alberta Blue Cross has an immediate opening for an imaginative, enthusiastic and resourceful Team Manager to join our Health Services department. The ideal candidate will be a strong conceptual thinker who not only executes assigned tasks but contributes to the overall creative process.

Working within a team environment, the Team Manager, Health Services is responsible for managing people and the processes to deliver exceptional service to our customers within our Health Services call centre. This position oversees complicated claim adjustments, processes and procedures. The successful candidate will have exemplary interpersonal and leadership skills, strong problem-solving ability, effective research and analytical approaches and commitment to providing exceptional service. Ultimately, the Team Manager is responsible for accurate and efficient claims processing and superior customer service. As such, we will be happy to provide training, development, and learning opportunities to an individual who demonstrates potential as a leader within the Health Services department.

Manages a team of Coordinators, with the support of Team Leads, to ensure that day to day activities make effective use of staff and systems
Monitors claims turnaround, ensuring staffing and processes are in place to meet required standards.
Represents the applicable unit on cross-functional teams.
Actively participates in the planning and implementation of health-related corporate strategic initiatives. Coordinates and communicates information inside and outside of the department to ensure all stakeholders are kept up to date.
Participates in the Health Services Management team, willingly shares expertise and resources to contribute to the effective management of the department.
Responsible for performance management of direct reports including completion of performance appraisals, encouraging individual development, ensuring individuals meet production goals and addressing performance issues.
Manages the resolution of complaints and inquiries of a complex nature.
Prepares a weekly production report and provides a work plan for the following week’s production.
Recommends changes to policy and procedures that would benefit efficiency in the unit.
Liaises with the trainers in coordinating training, for both new and existing staff.
Keeps staff informed and up-to-date on changes in procedures and policies affecting their areas of responsibility and provides on the job training where required.

Experience in a leadership role within a call centre would be considered an asset
Demonstrated competence and/or willingness to develop within the context of the leadership framework would be highly beneficial.
Proven ability to network and foster strong internal and external partners
Proven ability to prepare and present presentations to external partners
Proven commitment to the delivery of superior service to customers in previous roles.
Proven ability to maintain positive and cooperative working relationships with peers, subordinates and superiors.
Demonstrated Microsoft Office proficiency.
Conflict management and negotiation skills.
Demonstrated initiative and drive to succeed.
Proven capacity to work under pressure.
Demonstrated analytical and decision-making capabilities, as well as strong organizational skills.
Excellent interpersonal, verbal, written and presentation skills.
Alberta Blue Cross offers a competitive salary and benefits package and the opportunity to work in a challenging team-oriented environment. This position will remain open until a suitable candidate is selected. If you have the qualifications we are looking for, please submit your resume and to