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Technical Support Professional



IT, Customer Service
Posted on Thursday, August 24, 2023

The Technical Support Professional (TSP) serves as a point of contact for Zelis BlueCross and BlueShield customers who are live in DOCS®. The TSP is responsible for providing best in class support and management to the strategic accounts, being BCBS. Most responsibilities for the Technical Support Professional are case management and resolution to production related incidents, requests, and enhancements to BCBS business. A very strong work ethic and commitment to team is a must to be successful.

The Technical Support Professional is a level II member of the BCBS Client Experience Program. The level of knowledge necessary for this position typically requires 1-2 years of experience in technology, project management, or business analyst related work. The BCBS business is a growth engine for Zelis Payments and the core business for these customers consist of very high-profile plans, such as Amazon, Wal-Mart, Tyson, and many government plans. The demand and expectations of these plans are very high and regulated by the BCBS association in accordance with CMS and other legislation.

Serve and support the BlueCX squad clients and team with tier 1-3 cases including but not limited to:

  • Case Management

  • Investigation

  • Solution

  • Mitigation

  • Timely communication & updates to customers

  • Abide by case SLA and expectations set by leadership.

  • Supplemental projects targeted to optimize client processing and fulfillment.

  • Specialty projects such as:

  • One-time mailing

  • Gap analysis

  • Assist development with the definition and testing of complex new features.

  • Write and/or review detailed instructions to IT for data translations and enhancements

  • Lead small project teams of Zelis CX personnel to resolve complex, long range client issues

  • Provide technical support to stakeholders (both client & internal), and is effective in oral and written communication skills to explain technical situations, present information, and provide training.

  • Management for multifaceted, complex clients

  • Prepare, coordinate, and lead on-site client meetings – with support of Supervisor and/or Senior Manager

  • Collaborate with Business Development/Sales

  • Participate in weekly office hours for CX team to bring complex questions for discussion and resolution

  • 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.

  • 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 Senior Manager and/or Technical Support Lead informed of activities, alerting of any issues promptly

  • Perform basic customization of the explanation of benefits, ID cards, and payments

  • Follow established HIPAA, Compliance & Security policies

  • Full understanding of the Payments product suite and how the software optimizes the fulfillment of the BCBS partners.

Professional & Interpersonal Skills

  • 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.

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, 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.