Responsible for assisting the supervision of operations supporting claims, provider claim service, enrollment or phone staff in a call center environment. Analyzes existing queues or calls in queue and methods to promote effective operations through standardization and improvement. Triages all complex inquires and correspondence submitted internally or by the client.  Supports the supervisor and manager with reports, special processes, projects, etc.  Functions as a technical specialist, analyzes complex operational problems, and provides technical solutions. Maintains a current working knowledge of claims processing rules, contractual guidelines, plan policies and operational procedures to effectively provide technical expertise.  Resolves and provides direction on complex cases utilizing strong investigative and research skills.   Identifies and recommends areas where changes to existing processes and procedures can result in improving efficiency and/or cost savings.  Provides support to Customer service representatives and assists when claims call center is backlogged.  Delegates work appropriately to staff; ensures the volume of work produced meets or exceeds service standards and quality expectations. Demonstrates the ability to lead, resolve conflicts and plan solutions. This may include leading certain meetings as needed.  Maintains a balance of productivity, quality and timeliness of job accountabilities.