Operations Expert

Provide technical direction, guidance, and resources to operations, claims, customer service, or membership associates Serve as a first-line resource for workflow and technical processes Provide operational training Answer associates’ day-to-day technical questions Encourage a teamwork environment Monitor inventory to ensure workflow remains uninterrupted Handle complex case research and resolution Review, interpret, and maintain service-level, quality, accuracy, and productivity records Review department policy and procedure manuals for accuracy Work with the training department to ensure procedures and policies are accurate and complete Handle calls, texts, facsimiles, and electronic queues while taking notes and speaking to customers Perform other duties as assigned Requirements High school diploma or equivalent Minimum of 5 years of related experience Minimum of 3 years of directly related experience and expertise with company-relevant automated processing systems Any combination of education and experience providing an equivalent background Ability to multitask while handling calls, texts, facsimiles, and electronic queues Proficiency maintaining focus during extended periods of sitting Ability to work in a fast-paced, high-pressure environment Strong verbal and written communication skills Attention to detail Critical-thinking and problem-solving skills Empathy and persistence in resolving caller issues Comfort and proficiency with digital tools and platforms Ability to work a structured Monday-Friday schedule with occasional overtime or flexibility Ability to work from the office as necessary Previous leadership experience preferred Advanced Excel skills and data analysis experience strongly preferred Training, development, coaching, and mentoring experience strongly preferred For URAC-accredited areas: strong oral, written, interpersonal, problem-solving, facilitation, and analytical skills Candidates must reside within a reasonable commuting distance from the posting location(s), unless accommodation is granted as required by law New candidates in certain patient/member-facing roles must become vaccinated against COVID-19 and Influenza, unless an acceptable explanation is provided Core Competencies Demonstrates expertise in operational training, technical guidance, and workflow management while fostering a collaborative environment. Proficient in data analysis, advanced Excel skills, and maintaining service-level standards in a fast-paced setting. Highest-signal resume keywords Operational Training Advanced Excel Skills Data Analysis Technical Guidance Leadership Experience Hard Skills Automated Processing Systems Data Analysis Excel Proficiency Workflow Management Technical Problem-Solving Soft Skills Strong Verbal Communication Attention to Detail Critical Thinking Empathy Teamwork Industry Keywords Service-Level Standards Quality Records Policy and Procedure Manuals Customer Service Claims Management Tools & Technologies Digital Tools Electronic Queues Facsimiles #J-18808-Ljbffr Jobtailor