Operations Support Services Specialist

Role Overview

• To support Operations Support Services leadership relating to all aspects of quality assurance
• Ensure service level agreements are maintained
• Research and resolve complex technical issues
• Manage and create escalation procedures
• Track and monitor issues ensuring a timely resolution
• Perform monthly quality and technical audits
• Provides leadership, direction, and support to a team of OSS colleagues
• Assigns and monitors workload for OSS colleagues; coordinates project volume and assignments
• Ensures that processes and procedures are adhered to and that department objectives and Service Level Agreements (SLAs) are met
• Assists leadership to establish departmental procedures, standards, and metrics
• Supports OSS Coordinators and OSS Associates by providing advice on handling complex issues
• Tracks non-compliance issues and monitors through to resolution
• Acts as quality assurance by identifying, researching, resolving and responding to technical and non-technical issues or questions
• Communicates high visibility issues to immediate supervisor
• Maintains high level of knowledge of applicable claim systems, processes, and procedures to assist in a resolution to customer issues
• Escalates calls to the appropriate departments as needed
• Provides status and follow-up information to customers as needed
• Reviews quality data, conducts audits, tracks quality metrics and reports findings to appropriate management
• Conducts training for OSS Coordinators and OSS Associates
• Monitors incoming calls and emails to ensure issues are addressed and resolved in a timely manner
• Assists leadership to identify and implement process improvement initiatives
• Assists in interviews of Coordinators and Associates and provides feedback to hiring manager

Requirements

• Bachelor's degree from an accredited college or university preferred
• Three (3) years claims management experience or equivalent combination of experience and education required
• Excellent oral and written communication, including presentation skills
• PC literate, including Microsoft Office products
• Leadership/management/motivational skills
• Analytical and interpretive skills
• Strong organizational skills
• Excellent negotiation skills
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies

Benefits

• Career development and promotional growth opportunities
• A diverse and comprehensive benefits offering including medical, dental vision, 401K, PTO and more