Operations Expert

Description:

Work Schedule: Must be available to work any shift between the hours of operation 8:00 am - 8:00 pm, EST, Monday - Friday with rotating weekends.

Location: This is a virtual position and virtual hands-on training will be required.

Virtual: This role enables associates to work virtually full-time, with the exception of required in person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development.

America First Choice - Elevance provides exceptional customer service and support to our members. We strive to maintain a dynamic and collaborative work environment that empowers our teams to excel in their roles and drive positive impacts.

The Operations Expert is responsible for providing technical direction, guidance and resources to claims, customer service, or membership associates on a day-to-day basis. This role plays a crucial part in ensuring efficient operations and maintaining prominent levels of member satisfaction.

How you will make an impact
 

• Participate in weekday night and weekend shift rotation completing all required tasks such as reports, queue monitoring, and associate assistance.
• Serves as a first line resource for operation associates for workflow and technical related processes.
• Encourages a teamwork environment and monitors inventory to ensure workflow remains uninterrupted.
• Monitors workflow where applicable
• Manages complex case research and resolution; including test, supervisor and electronic inquiries.
• Reviews, interprets and maintains records of service level, quality, accuracy, productivity and attendance records.
• Reviews department policy and procedure manuals for accuracy
• Works with training department to ensure procedures and policies are accurate and complete.
• Provides operational training; assists associates by answering day-to-day technical and operational questions.
• Conduct audits and coaching sessions (non-corrective) to develop team skills.
• Facilitate new hire onboarding to ensure smooth integration
   

Minimum Requirements
 

• Requires HS diploma or equivalent and a minimum of 5 years related experience and a minimum of 3 years of experience and expertise with company relevant automated processing systems; or any combination of education and experience which would provide an equivalent background.