Escalation Management - Gold

Issued by Blue Cross and Blue Shield of North Carolina

Escalation Management Gold digital credential earners have the ability to manage top-tier customer escalations by leveraging data, interpersonal skills, and subject knowledge to provide end-to-end resolution of customer interactions. At this level, they are well-versed in customer service, business acumen, and industry-specific skills and have demonstrated they are ready to lead initiatives related to process improvements and solutions that focus on escalation reduction and member experience.

Type Learning
Level Advanced
Time Months
Cost Free

Skills

Earning Criteria

Develop an understanding of the Agile methodology and approach in order to apply, lead, and accelerate process improvements and innovative thinking in projects by completing the course, Agile Practical 101.
Earn Lean Certification (Green Belt certification) and demonstrate Lean problem-solving techniques to identify where process improvement can be applied to escalation management, improving the member experience, and enhancing the employee experience.
Obtain, apply, and practice the skills and tools to develop competency and confidence in consulting by completing the workshop, Mastering the Art of Consulting.
Develop self-awareness and resilience by completing the course, The Stress Detox: A Stress Management Framework for Leaders. Apply your skills in the course by developing a personalized plan for emotional regulation, anxiety management, and stress relief.
Complete the course Stepping Up to Leadership by Stepping into Accountability to develop, apply, and practice skills in communicating expectations clearly, having accountability conversations, and motivating others.
Develop core strategies and apply behaviors and tools that Lean leaders use to pursue continuous improvement by completing the workshop, Lean Leadership Behaviors & Tools (LMG).
Apply Agile and Lean methods, as well as consulting and leadership skills, to actively engage in process improvements and continuous improvement initiatives and drive change. Act as a Project Lead or a Subject Matter Expert for at least one process improvement project.
Consistently meet performance expectations. Participate in regular knowledge checks and review recommended resources regularly.