Customer Success Specialist

The Customer Success Specialist delivers an elevated customer experience for assigned accounts, with a focus on larger, complex, and self-insured health plans. This role serves as a trusted service partner and customer advocate, working across multiple business units to coordinate issue resolution, support new group implementation, and ensure customers receive responsive, accurate, and proactive service throughout the customer lifecycle.

Partnering closely with Account Management, implementation teams, operations, and other internal stakeholders, the Customer Success Specialist helps translate customer needs, culture, benefit intent, and service expectations into coordinated actions. This position supports enrollment, eligibility, claims, billing, customer service, benefits administration, implementation, and operational processes while identifying trends, removing barriers, and contributing to continuous improvement across the customer experience.

Location: This position is based in Meridian Idaho and offers hybrid work schedule.

Experience: Two years of health plan experience in customer success, client services, account management, implementation, health plan operations, customer service, or a related role.

Education: Bachelor’s degree or equivalent work experience. Two years of relevant work experience is equivalent to one year of college.

• Serves as a point of contact for assigned accounts, responding to service-related inquiries and coordinating support activities
• Coordinates with claims, enrollment, billing, customer service, and other operational teams to address customer issues and facilitate timely resolution and satisfaction.
• Keeps operational teams appraised of client changes, culture, benefit intent, etc.
• Monitors customer inquiries, service requests, and outstanding issues, providing follow-up through completion.
• Provides day-to-day service support for assigned accounts to promote a responsive, consistent, and positive customer experience.
• Monitors customer inquiries, service requests, and outstanding issues, providing follow-up through completion.
• Assists customers with questions related to enrollment, eligibility, claims, benefits, billing, and other health plan services.
• Escalates complex or unresolved issues to appropriate internal teams and leadership, as needed.
• Supports new business onboarding, annual renewals, and open enrollment activities through service coordination and customer communications.
• Communicates service updates, issue status, timelines, and outcomes to customers and internal stakeholders.
• Maintains accurate documentation of customer interactions, service requests, actions taken, and outcomes in CRM or other designated systems.
• Identifies recurring service concerns and customer trends and communicates opportunities to improve service delivery and operational processes.
• Participates in customer meetings, training sessions, and service improvement initiatives, as appropriate.
• Performs other duties and responsibilities as assigned.

As of the date of this posting, a good faith estimate of the current pay range is $66,353 - $92,894. The position is eligible for an annual incentive bonus (variable depending on company and employee performance).

The pay range for this position takes into account a wide range of factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, relevant experience, skills, seniority, performance, travel requirements, internal equity, business or organizational needs, and alignment with market data. At Blue Cross of Idaho, it is not typical for an individual to be hired at or near the top range for the position. Compensation decisions are dependent on factors and circumstances at the time of offer.

We offer a robust package of benefits including paid time off, paid holidays, community service and self-care days, medical/dental/vision/pharmacy insurance, 401(k) matching and non-contributory plan, life insurance, short and long term disability, education reimbursement, employee assistance plan (EAP), adoption assistance program and paid family leave program.

We will adhere to all relevant state and local laws concerning employee leave benefits, in line with our plans and policies.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.