Key Responsibilities:

• Maintain a high level of customer service and satisfaction on all accounts by identifying barriers; providing resolutions and solutions through customer education, employee education, and coordination with client and internal resources
• Train client to perform self-service program administration
• Work as the Client Advocate to all Zelis Departments, by assisting Clients in all aspects of their business with Zelis Client Experience
• Understand: healthcare industry knowledge, claims communication and ID card
• production as well as data and how it translates to produce client materials
• Troubleshoot production problems
• For ID cards and enrollment materials related to print production
• For checks and EOB understand the print production related to claims communications (Explanation of Benefits, Letters, Invoices, etc)
• Understand clients technical system, software and current process for print and electronic communications or enrollment materials
• Conduct periodic interaction with client’s staff to maintain excellent customer service, conduct conference calls with clients as required
• Apply technology and Zelis product knowledge to address client needs
• Keep Division Manager informed of activities, alerting of any issues promptly
• Perform basic customization of the explanation of benefits, ID cards, and payments
• Follows established HIPAA, Compliance & Security policies

Duties & Responsibilities:

• Review, troubleshoot, and/or investigate basic issues generated by other Technical CX Manager
• Take on management of complex clients
• Understand how Zelis issues provider ACH/835 enrollment, print production, virtual card, and ACH payment delivery
• Participate in root cause analysis discussions
• Capable of working through issues independently, using the resources available
• Assist in mini-training sessions for new employees
• Perform extensive customization of the explanation of benefits and checks or ID cards
• Write detailed instructions to IT for data modifications, based on clients requests
• Represent Zelis on client visits, supported by division manager or Director
• Sell additional Zelis product to existing clients (ie. Episodic, Provider Payment Scheduler, Reprints, Mobile App, etc.)
• Typical expected background to perform Technical CX Manager: Level 2 would be 1 year in Zelis Client Experience or equivalent

Professional Experience:

• Client/Customer Focus – Makes customers and their needs a primary focus of one’s actions; develops and sustains productive customer relationships. Seeks to understand and educate customers; builds collaborative relationships and takes action to meet their needs and concerns.
• Communication – Communicates accurately, honestly and effectively, both in oral and written form; practices active listening. Clearly conveys information and ideas through a variety of media to individuals and groups in a manner that engages the audience and helps them understand the information.
• Team Success – Actively participates as a member of a team to move the team toward the completion of goals.
• Problem Analysis & Solving – Uses sound or logical judgment to spot and analyze problems; develops alternative solutions and initiates action. Proactively identifies complex problems; identifies, proposes and implements solutions in a deadline driven environment.
• Initiative – Highly motivated to take prompt action to accomplish objectives; strives to achieve goals beyond what is required; proactive. Responds quickly; takes action and goes above and beyond.
• Planning and Organizing – Establishes courses of action for self and others to ensure that work is completed efficiently. Able to prioritize, determine tasks, create schedules, leverage resources and stays focused.
• Living the Vision and Values – Keeps the company’s vision and values at the forefront of decision-making and action.

Education:

• High School diploma or equivalent GED required, BS or BA degree preferred, Computer Science degree a plus
• 2-3 years in Healthcare Industry experience preferred
• SQL Database experience a strong plus
• Previous Customer Service experience preferred
• Proficiency with computer and applicable software packages, including Microsoft Office products - Outlook, Word, Excel, Internet and E-mail
• Basic data skills including ability to use text editors
• Understand and utilize web based applications for project management and client business to business applications

Work Environment:

• Sitting at desk or meetings, or standing for long periods of time
• Occasional travel required
• Work long hours and flexible schedule when needed
• Use standard office equipment

As a leading payments company in healthcare, we guide, price, explain, and pay for care on behalf of insurers and their members. We’re Zelis in our pursuit to align the interests of payers, providers, and consumers to deliver a better financial experience and more affordable, transparent care for all. We partner with more than 700 payers, including the top-5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, over 4 million providers, and 100 million members, enabling the healthcare industry to pay for care, with care. Zelis brings adaptive technology, a deeply ingrained service culture, and a comprehensive navigation through adjudication and payment platform to manage the complete payment process.

Commitment to Diversity, Equity, Inclusion, and Belonging
At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We encourage members of traditionally underrepresented communities to apply, even if you do not believe you 100% fit the qualifications of the position, including women, LGBTQIA people, people of color, and people with disabilities.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, to request the reasonable accommodation request form, please email TalentAcquisition@zelis.com

SCAM ALERT: There is an active nationwide employment scam which is now using Zelis to garner personal information or financial scams. This site is secure, and any applications made here are with our legitimate partner. If you’re contacted by a Zelis Recruiter, please ensure whomever is contacting you truly represents Zelis Healthcare. We will never asked for the exchange of any money or credit card details during the recruitment process. Please be aware of any suspicious email activity from people who could be pretending to be recruiters or senior professionals at Zelis.