Escalation Management - Silver

Issued by Blue Cross and Blue Shield of North Carolina

Earners of the Escalation Management – Silver badge have demonstrated the ability to proactively and successfully manage top-tier customer escalations by leveraging data points, interpersonal skills, and subject knowledge to resolve and provide end-to-end resolution of customer interactions. Those who achieve this level of expertise are competent and well-versed in leveraging customer service, business acumen, and industry-specific skills.

Type Learning
Level Intermediate
Time Months
Cost Free

Additional Details

Skills

Earning Criteria

In preparation for this badge, the prerequisite is to complete a Blue Cross NC Customer Service Badge at a minimum of the Bronze level or have one year of experience in an escalation management role. In lieu of these prerequisites, a recommendation from your leader to pursue this badge can be submitted to Tamika Lloyd.
Build skills in communication by successfully completing the following courses: Communicating with Clarity, Resolving Conflict, Better Business Writing, and Great Grammar Guidelines for the Workplace.
Demonstrate the following skills attained from Essential Habits 1, 2, 3, 4, 5, and 6 training: closing the feedback loop based off of areas of opportunity identified through escalation, aligning how coaching and feedback is delivered based on the Essential Habits Framework, and listening for opportunities to coach Customer Service Professionals on exceptional service skills.
Demonstrate capabilities to Think Data and apply data-driven decision making after completion of Blue Cross NC Data Foundations, Excel Data Analytics with Tools, Tips, and Tricks Part 1 and Part 2, and Fundamentals of Data Analytics with Excel courses.
Successfully complete the Mastering Emotional Intelligence training course to improve self-reflection and find opportunities to improve self-awareness, team collaboration and communication with members to build rapport and trust.
Take the Lean Methodology training course and apply the skills learned by identifying waste and opportunities for improvement that would aid in escalation management, including improving the feedback loop across different channels.
Meet the minimum level of quality metrics for your role and maintain for three months. Demonstrate time management, conflict resolution, research (assessed through quality), and empathy (assessed through quality, member feedback, and review of case work). Demonstrate mastery of de-escalation skills (through assessment of quality and case work).
Consistently maintain the minimum quality metrics as defined by your leader (validated every three months). Six months after earning the badge, participate in a learning simulation to practice de-escalation and communication techniques and receive feedback for continuous development. Participate in regular knowledge checks and review recommended resources regularly.