Operations Support Coordinator

Job Title

Provides outstanding customer service to internal and external clients.

Provides research support for multiple internal departments including the specialty program operations team. Supports direct client and member requests to meet service commitments. Ensures client and requirements are being met. Provides suggestions to improve workflow processes.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Support department training and skill development initiatives through demonstrating best practices, mentoring and providing training support as assigned.
• Interact with various departments including internal customer service team, clients and internal/external representatives in order to support successful client implementations and resolve customer service-related issues timely.
• Identify opportunities for improvement in work processes, operating systems, training programs and quality initiatives.
• Understand interdepartmental processes to effectively triage and support inbound requests.
• Identify and track opportunities to improve the delivery of service, including coordinating the issue resolution procedure; recommending process improvements.
• Coordinate special projects assigned, including meeting scheduling, delegation of work, and action-item follow-through.
• Utilize multiple programs such as Salesforce, Quickbase, Smartsheet, and various Ray Savings Solutions systems, to research and resolve complex issues and processes.
• Provide outbound call services to pharmacies, clients and partners as needed.
• Utilize knowledge of the business to research and resolve requests as a subject matter expert (SME).
• Ensure client service expectations are being met by providing accurate and timely responses to requests.
• Provide internal processing and call support for when additional help is necessary.
• Participate in unit and department meetings and specialized training classes or programs offered to maintain or enhance knowledge and skills.

Supervisory Responsibilities

No supervisory responsibilities.

Client Responsibilities

This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written). One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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.

Education and/or Experience

Associate's degree (A.A.), technical school; or equivalent combination of education and experience required. 2+ years of administrative and customer service experience required. Prior experience working in pharmacy benefit management, or Health Care industry preferred.

Computer Skills

Intermediate knowledge of MS Office/Word, Excel, and Outlook and aptitude for new programs. Experience with Windows based database programs is also required.

Other Skills and Abilities

Demonstrated ability to appear for work on time, follow directions from a supervisor, interact well with co-workers, understand and follow work rules and procedures, comply with corporate policies, goals and objectives, accept constructive criticism, establish goals and objectives, and exhibit initiative and commitment. Demonstrated ability to meet or exceed the competencies as listed.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to interpret bar graphs.

Language Skills:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Composure
• Decision Quality
• Organizational Agility
• Problem Solving
• Customer Focus
• Drive for Results
• Peer Relations
• Time Management
• Dealing with Ambiguity
• Learning on the Fly
• Political Savvy

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is regularly required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is in an office setting and is exposed to moderate noise (examples: business office with computers and printers, light traffic).

Work Location

This position works on-site at the San Diego Headquarters or other company location (or from a remote location with management approval based on business requirements). Must provide adequate support to internal clients; be available for regular interactions and coordination of work with other employees, colleagues, clients, or vendors; as well as be available to facilitate effective decisions through collaboration with stakeholders.

Working Hours

This is a full-time non-exempt position requiring one to be able to work overtime from time to time in order to get the job done. Therefore, one must have the ability to work nights, weekends or on holidays as required. This may be changed at any time to meet the needs of the business. The typical working hours for this position are Monday through Friday from 6:00am to 6:00pm.

Travel

This position requires no travel however attendance maybe required at various local conferences and meetings.

The Perks:

• Medical / Dental / Vision / Wellness Programs
• Paid Time Off / Company Paid Holidays
• Incentive Compensation
• 401K with Company match
• Life and Disability Insurance
• Tuition Reimbursement
• Employee Referral Bonus

Equal Opportunity Employer, Male/Female/Disabilities/Veterans

OSHA/ADA:

To perform this job successfully, the successful candidate must be able to perform each essential duty satisfactorily. The requirements listed 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.

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 intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.