Manage all aspects of Client Operational Support post-implementation for Commercial clients.
Responsibilities include implementation support and thought leadership for client initiatives, provide cross functional leadership for projects/issues, conduct client data analysis, understand operational processes and systems, and support client growth by partnering with the Account Manager.
Lead projects and organizational initiatives.
Maintain proper internal controls and risk management with respect to the membership processing & reconciliation, billing, and claims processing.
Has an analytical responsibility for resolution of member eligibility, claim and billing discrepancies.
Responsible for ensuring constituent satisfaction, with creative thinking and quick response & resolution.
Effectively manage client initiatives including:
Overall management and execution of specific client operational projects: define scope, create project timeline with defined key deliverables, complete business requirements, drive resolution of non-standard requests.
Provide complete and timely communication and reporting to manager related to client projects in process.
Comply with standards of administration as defined by functional areas.
Responsible for meeting deadlines as defined by clients and various functional areas.
Lead the post-implementation operational support of operations issue resolution.
Analyze, report and drive for resolution of membership, billing, and claims processing trends with the goal of improving effectiveness.
Participate in client meetings to ensure understanding of client needs and provide operational guidance.
Minimum (Required) Qualifications:
Bachelor’s Degree or equivalent experience
2 years client-facing experience
2 years’ experience in an operational liaison role
Strong B2B customer service focus
Ability to troubleshoot, analyze and problem solve on projects and data issues
Ability to work well independently, under pressure and multi-task
Knowledge of Microsoft, including advanced MS Excel and MS Access
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