ABC - Operations Support Analyst - TWO ROLES

Responsibilities

Lead new group conference calls and meetings for billing setup as well as complaint resolution, delivering accurate and reliable information to our internal and external customers.

Attend and lead TPA audits for the business unit.

Ability to communicate detailed information on all aspects of the billing process including all the options we offer and any impacts to other departments or the customer as well as making recommendations based on different scenarios and finding alternatives to meet the customer's needs.

Demonstrate understanding of the entire process from enrollment, case setup, contracting & licensing to in-force changes, billing, and commissions to recognize and raise concerns as well as offer solutions.

Provide a single point of contact for the department by receiving, tracking, researching, and managing escalated incoming requests from our largest producers/cases and follow-ups to ensure that we are providing estimates on resolution as well as meeting expected deadlines and follow-up commitments.

Triage and disseminate the necessary work to processing teams as well as providing status updates and estimates on completion.

Communicate urgency and provide support to the processing teams and management to accomplish objectives.

Clarify requests to ensure we have the necessary information. Analyze the information and coordinate the efforts to resolve the issues. Maintain a level of knowledge in order to verify that the work has been done accurately and provide updates and responses to appropriate parties accordingly.

Establish and maintain trust and confidence in our ability to react to situations and resolve issues quickly and accurate. Maintain strong working relationships with internal departments.

Qualifications

Bachelor's degree in Business or related field; or equivalent combination of education and experience required.

5 years minimum experience in insurance, accounting, account/relationship management, or lead/supervisory level experience required.

Demonstrated outstanding communication and interpersonal skills required

Excellent attention to detail, analytical and organizational skills required

Strong working knowledge of Microsoft Office including Word, Excel, PowerPoint and ability to learn additional software applications as needed required