Operations Analyst - ECR Inquiry & Dispute Intake

A Little About Us Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients. At Zelis, AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo, accelerate innovation, and amplify their impact. This is a place for builders with a growth mindset who act with agility, embrace change, and use modern technology to shape smarter solutions, exceptional experiences, and the future of our industry for our clients, customers, and our culture. A Little About You You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are. Position Overview The Operations Analyst – ECR Inquiry & Dispute Intake is responsible for managing the daily intake, screening, classification, and routing of incoming Expert Claims Review (ECR) inquiries and disputes. This role serves as the primary operational owner of the inquiry and dispute intake process, ensuring work is accurately categorized, prioritized, and routed to the appropriate teams while supporting client service level agreements (SLAs) and operational excellence. The Operations Analyst leverages AI-enabled workflow automation and analytics to optimize intake processes, monitor automation performance, identify process improvement opportunities, and provide operational reporting and insights. This position plays a critical role in supporting timely dispute resolution, enhancing client satisfaction, reducing provider abrasion, and creating a scalable operating model for future growth. Key Responsibilities Manage the daily intake, screening, classification, and distribution of incoming ECR inquiries and disputes across ECR solutions. Review incoming work to accurately distinguish standard inquiries from disputes requiring formal review and ensure timely routing to the appropriate operational teams. Monitor intake workflow performance to ensure adherence to client SLAs and operational performance standards. Serve as the operational owner of the inquiry and dispute intake process, ensuring consistent application of business rules and routing criteria. Monitor AI‑assisted triage and automation performance, identifying exceptions, validating routing accuracy, and escalating issues as appropriate. Partner with business and technology teams to identify opportunities for workflow automation, process optimization, and continuous operational improvement. Analyze inquiry and dispute trends, workload distribution, and operational metrics to provide actionable reporting and recommendations. Support workload balancing across onshore and offshore resources where applicable while maintaining ownership of the overall intake process. Collaborate with Operations leadership, dispute reviewers, implementation teams, and cross‑functional partners to resolve workflow issues and improve operational efficiency. Assist with developing and maintaining standard operating procedures, job aids, and process documentation. Support training and onboarding of new team members related to inquiry and dispute intake processes. Maintain a thorough understanding of ECR clients, business processes, client‑specific contractual requirements, workflow management, and operational priorities. Ensure compliance with Zelis policies, privacy standards, and regulatory requirements while handling confidential client and provider information. Participate in special projects, operational initiatives, and other duties as assigned. Professional Experience High School Diploma required; Associate or Bachelor’s degree preferred. 2+ years of experience within the healthcare industry preferred. Experience in healthcare claims processing, medical billing, provider operations, dispute management, or revenue cycle operations preferred. Experience managing operational workflows, intake processes, or claim routing functions preferred. Experience working with AI‑enabled workflow tools, automation platforms, or operational technology solutions is a plus. Strong analytical and problem‑solving skills with the ability to identify trends and recommend process improvements. Excellent written and verbal communication skills. Strong organizational, prioritization, and time‑management skills with the ability to manage multiple competing priorities. Proficiency with Microsoft Office Suite, including Excel, Word, and Outlook. Experience using claims management systems and workflow management platforms preferred. Knowledge, Skills & Abilities Strong understanding of healthcare claims operations and revenue cycle processes. Ability to interpret operational procedures, client requirements, and business rules to make accurate intake and routing decisions. Strong analytical mindset with experience utilizing operational data to drive decision‑making. Ability to monitor operational performance and identify opportunities for continuous improvement. High attention to detail and commitment to quality and accuracy. Ability to work independently while collaborating effectively across multiple teams. Strong customer service orientation with a focus on delivering positive client and provider experiences. Ability to adapt to changing priorities and evolving business needs. Demonstrated commitment to operational excellence and continuous improvement. Location and Workplace Flexibility Zelis is headquartered in the U.S., with multiple locations across the country and in Hyderabad, India. Check out our locations to learn more about our offices. All employee work locations are based on the needs of the position and are determined by the Leadership team. In‑office work and activities vary based on work and team objectives in accordance with Company policies. While location expectations vary by role, candidates within approximately 50 miles of a U.S. office are generally preferred to support collaboration when needed. Our hybrid approach is flexible, and in‑office presence is guided by team and business needs rather than a fixed weekly schedule. Base Salary Range Base Salary Range $59,000.00 - $75,050.00 At Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors, including experience, education, qualifications, as well as job‑related and industry‑related knowledge and skills, etc. Base pay is just one part of our Total Rewards package, which may also include discretionary bonus plans, commissions, or other incentives depending on the role. Zelis’ full‑time associates are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well‑being, and financial protection. The US‑based benefits include a 401k plan with employer match, flexible paid time off, holidays, parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage. Equal Employment Opportunity Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We welcome applicants from all backgrounds and encourage you to apply even if you don’t meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all. Accessibility Support We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email View email address on click.appcast.io. Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time. Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients. Zelis maintains a transparent, fee‑free recruitment process. All genuine offers originate from our Talent Acquisition team using the "@zelis.com" domain. We do not use WhatsApp or personal emails for recruitment. Forward any suspected fraud to verify‑View email address on click.appcast.io for prompt investigation. Thank you for staying vigilant. #J-18808-Ljbffr LE011 Zelis Claims Integrity, LLC