The Technical Support Professional supports continuous improvement (CI efforts both internally and externally, to improve the overall operational excellence and Zelis experience for post-production operation of our BCBS market.

They are the main point of contact for an assigned group of BCBS payers, and stakeholders depend on them to deliver client requests on-time and under challenging circumstances.

Expectations :

• Participates in daily and / or weekly meetings with BCBS business stakeholders, to provide support, leadership, and technical solutions to accomplish business objectives.
• Participates in daily meetings with Zelis BCX support team members (assigned to segment), to collaborate and align on BCBS priorities determined by the Team Lead, identify, and communicate blockers or anything that may cause delay in delivery.
• Effectively communicates & supports the Zelis Payer Experience vision / direction to BCBS payers and team members, speaks in a positive and professional manner with clients, colleagues, and team members.

Resource :

• Serves as a resource and support to BCBS stakeholders and other Zelis team members, in all aspects of client business, and relationships with Zelis (overall, and specifically Payer Experience).
• Understand product knowledge of Zelis offerings and the production fulfillment process, healthcare enrollment process & payments optimization.
• Serves as a key stakeholder with Zelis-IT team to deliver software related custom integration and implementation support.
• Provides resource availability, support & knowledge for the assigned segment of BCBS payers.
• Participates in client visits and hosts trainings as needed.

Problem Solving & Implementation :

• Asks business and technical related questions to BCBS stakeholders for client request requirements and delivery.
• Identifies and communicates barriers; proposes short-term and long-term resolutions for Tier 1 level changes, educates stakeholders, and communicates risk and impact.
• Proactively tracks assigned client support tickets to ensure timely resolution, within BCBS segment.
• Participates as a stakeholder in the implementation process of new / existing BCBS payers, to successfully ramp existing Zelis customers on product development, quickly and efficiently.

Organization & Collaboration :

• Partners with Tier 2-3 resources / teams to provide support on design, development, testing and deployment of change requests.
• Supports client ramp up to achieve 100% of customers business on Zelis.
• Partners with other Technical Support Professionals to deliver on business initiatives that aim to improve our payers, providers, and members overall experience.

Work Standards :

• Supports a high level of customer service and satisfaction on all team accounts.
• Expands knowledge of Zelis and client's business processes, technical systems, software, and delivery processes for case / issue management.
• Supports working in adherence of HIPAA, Compliance & Security policies.

Required Experience :

• Minimum 2 years client service experience in healthcare
• Minimum 2 years related experience in business analysis.

Preferred Experience :

• Experience in gathering business requirements, root cause analysis, business rule configuration, and / or testing software configuration.
• Jira and / or Salesforce
• Experience working as a relationship or client service manager, implementation / project manager, business process consultant or sales engineer.

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

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Last updated : 2024-04-23