Blue Shield of California needs to manage thousands of transactional output templates, ensuring they are compliant, processes are streamlined, and budget commitments are met, to improve how the company communicates with its customers.
Requirements
- Expertise in ID Card content and composition management with demonstrated end to end process knowledge, including I&B I&R, Custom card request rules, CDM, and LOS/Compliance rules by LOB and group
- Strong experience with transactional output governance and compliance to ensure consistent management of changes and adherence to regulatory requirements
- Strong process optimization skills to enhance efficiency, accuracy and scalability
- Highly skilled in incident analysis, corrective action and resolution
- Experience with agile methodologies and enterprise reporting systems
- Experience with Smart Communications, Salesforce and Pega platforms preferred
Responsibilities
- Manage all requirements and processes across stakeholders (group implementation, sales, legal, mandates, compliance, brand, LOB leads, Comms Governance, I&B Operations, IOS) to ensure all ID cards are configured correctly.
- Supports all ID card service enhancements, OE, AEP, Mandate, Workfront/Graphic Layer requests, and Transformational changes, including advising on transformational opportunities to build our future state
- Owns partnership with Communications Governance, Brand, Creative and Legal/Mandates/Compliance to ensure ID card change management consistency
- Facilitate Request Intake for IT-related ID card requests and Custom ID cards requests; drive stakeholder solutioning sessions, gather and document cost impacts and
- Serve as lead liaison across stakeholder groups to align on vendor performance, including incidents and RCAs. Manage day-to-day vendor commitments across stakeholders to ensure all SLAs are met, and any committed actions are closed timely.
- Create MBR/QBR material to highlight vendor outcomes, performance and support all invoicing and budget activities.
- Owns end-to-end reporting across systems, processes, vendors, and teams, to ensure health plan correspondences are delivered as required across the totality of the system, to meet/exceed all contractual and regulatory requirements
Other
- Requires a bachelor’s degree or equivalent experience
- Requires at least 7 years of prior relevant experience
- Proven track record to work cross-functionally with operations and technology teams
- Excellent communication and stakeholder management skills
- Hybrid (Default): Work from a business unit-approved office at least two (2) times per month (for roles below Director-level) or once per week (for Director-level roles and above).
