support end-to-end operations by managing complex cases, data processing, communications, service metrics, and process improvements
collaborate cross functionally to meet SLAs and ensure accurate, compliant outcomes
manage complex operational tasks, escalations, report and data analysis, and daily delivery activities
process end-to-end client, carrier, and vendor cases across eligibility, enrollment, HRA, Medicare, PAR, AOR, and ancillary products
execute inbound and outbound file processing while maintaining accurate client and carrier data in CRM systems
identify, research, and resolve eligibility, enrollment, and file mismatches through root cause analysis
communicate effectively with clients, carriers, vendors, and internal stakeholders to resolve issues and deliver updates
support enterprise service delivery for business-as-usual work and new implementations or enhancements
monitor and support service metrics in partnership with Analysts and Senior Analysts
participate in onboarding, training delivery, coaching, and continuous improvement initiatives
serve as an operational contact and backup Delivery Specialist for aligned clients and carriers

good written and verbal communication skills
proven time management and prioritization skills
experience supporting small to medium operational projects and service delivery
intermediate proficiency in Microsoft applications, including Excel, Word, PowerPoint, Outlook, and OneNote
working knowledge of CRM systems, including basic to intermediate reporting and advanced finds
ability to analyze data, identify root causes, and document resolutions using available tools
experience collaborating cross functionally with Client Delivery and Carrier Delivery teams
familiarity with file handling processes and technical documentation such as TRDs, SOPs, DLPs, and QRGs
proficient with operational tools such as WinSCP, UltraEdit, Jira, ServiceNow, Azure DevOps, and SharePoint
working knowledge of relevant Medicare and benefits laws, regulations, and their impact on associated processes

Operations Support Team Delivery Specialist

Key skills