Operations Support Services Specialist

This is a fully remote position, open to applicants in Idaho, +4 more states.

📋 Description

• Provide support to the Operations Support Services leadership regarding quality assurance, service level agreements, technical challenges, escalation processes, issue tracking, and conducting monthly quality and technical audits.

• Offer leadership, guidance, and assistance to a team of OSS colleagues.

• Oversee and allocate workload, coordinate project volumes and assignments, and ensure that processes, procedures, departmental objectives, and SLAs are fulfilled.

• Aid leadership in the development of departmental procedures, standards, and metrics.

• Counsel OSS Coordinators and OSS Associates on intricate matters.

• Monitor non-compliance issues until resolution and identify, investigate, resolve, and respond to both technical and non-technical challenges.

• Relay high-visibility concerns to the immediate supervisor.

• Keep updated on relevant claim systems, processes, and procedures to address customer inquiries.

• Escalate calls to the appropriate departments and provide customers with updates and follow-up information.

• Analyze quality data, conduct audits, monitor quality metrics, and report findings to management.

• Facilitate training sessions for OSS Coordinators and OSS Associates.

• Supervise incoming calls and emails to ensure prompt issue resolution.

• Contribute to process improvement initiatives.

• Participate in interviews and offer feedback to the hiring manager.

• Carry out other assigned responsibilities, support quality programs, and travel as needed.

⛳️ Requirements

• A minimum of three (3) years of claims management experience or an equivalent combination of experience and education is required.

• A Bachelor's degree from an accredited college or university is preferred.

• Exceptional oral and written communication skills, including presentation abilities.

• Proficient in PC usage, particularly with Microsoft Office applications.

• Strong leadership, management, and motivational capabilities.

• Analytical and interpretive skills are essential.

• Excellent organizational skills.

• Strong negotiation skills.

• Ability to thrive in a team-oriented environment.

• Capability to meet or exceed Performance Competencies.

• Proficient in managing multiple priorities and meeting deadlines.

• Willingness to travel as necessary.

🏝️ Benefits

• Work-life balance.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401k.

• 401k matching.

• Paid Time Off (PTO).

• Disability insurance.

• Life insurance.

• Employee assistance program.

• Flexible spending account or health savings account.

• Additional voluntary benefits available.