Essential Duties and Functions

• Conducts daily and weekly meetings with team members to provide guidance, direction, leadership and the support necessary to ensure their ability to accomplish both business and personal development goals.

• Assists with the hiring of new team members.

• Develops and ensures successful completion of new hire orientation and training.

• Coaches and mentors team members to achieve high performance standards.

• Effectively communicates & supports the Zelis Client Experience vision/direction to team members, speaks in a positive and professional manner with clients, colleagues and team members.

• Serves as a resource and support to team members in all aspects of client business and relationships with Zelis (overall, and specifically Client Experience).

• Acts as first point of escalation, keeping the Director informed of activities and alerting of any issues promptly.

• Is a go-to person on Claims & ID Card production, healthcare enrollment process & other product knowledge.

• Serves as a liaison with IT team to deliver software related custom integration and implementation support.

• Provides availability, support & knowledge in the development of internal training materials and training sessions.

• Conducts client visits and trainings as needed.

• Problem Solving & Implementation:

• Makes decisions on how to approach projects for best results.

• Identifies barriers; provides resolutions and solutions through employee education, and coordination with client and internal resources.

• Proactively manages, measures, and tracks client support tickets to ensure timely resolution.

• Manages implementation process to successfully move new Zelis customers to live production status quickly and efficiently.

• Organization & Collaboration:

• Collaborates with software developers, quality assurance, and production support team to provide technical direction on design, development, testing and deployment.

• Project Management structure and plans to accomplish project activities.

• Manages ramp up to achieve 100% of customers business on Zelis.

• Ensure there is a high level of customer service and satisfaction on all team accounts

• Encourages team members to learn client’s technical system, software and current process for print communication.

• Ensures team is working in adherence of HIPAA, Compliance & Security polices.

Experience, Qualifications, Knowledge, and Skills

• BS or BA degree preferred

• 1-3 Supervisory experience preferred or 2 years of progressive leadership and responsibility

• Previous Customer Service experience required

• Proficiency with computer and applicable software packages, including Microsoft Office products - Outlook, Word, Excel, Internet and E-mail, JIRA

• Advanced data skills including ability to use text editors

• understand and utilize web based applications for project management and client business to business applications

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sedentary work - Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently to lift, carry, push, pull or otherwise move objects in daily work use (laptop, monitors, et. al). Sedentary work involves sitting most of the time. Use of keyboards (typing) and exposure to computer screens occurs daily. Pleasant work environment in office locations with occasional noise or dust.

• While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands; reach with hands and arms; think; and talk or hear (multi-channel, two-way communication during work hours is required).