Partner Services Operations Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Assess and manage the resolution of Partner service inquiries received via Salesforce, shared support mailboxes, and other communication channels.

• Investigate, analyze, and facilitate the resolution of inquiries related to benefits, eligibility, enrollment, reinstatement, retroactive cancellations, service access, subrogation, subpoenas, benefit summaries, and other ancillary products.

• Assist with new groups, benefit modifications, plan updates, changes to coverage codes, transmittal processing, maintenance of benefit grids, and validation of benefit data.

• Analyze, validate, coordinate, and oversee operational reports, tracking documents, mapping materials, rollover items, delinquency or coverage-related follow-ups, invoice support items, and various reporting tasks.

• Recognize recurring service challenges, operational patterns, documentation shortcomings, and process issues; present insights and propose corrective measures and process enhancements.

• Act as a representative for assigned workstreams in partner and internal meetings, coordinating subsequent actions with internal departments, business partners, vendors, and legal resources.

• Maintain comprehensive, precise, and audit-ready documentation in Salesforce, reports, shared tracking tools, and departmental resources.

• Contribute to the development of standard operating procedures, training resources, implementation guidance, cross-training materials, and departmental reference tools.

• Facilitate knowledge sharing and coordinated coverage for designated workflows.

• Undertake other related duties and responsibilities as assigned.

⛳️ Requirements

• A minimum of 1 year of experience in insurance, benefits administration, customer service, operations, or partner support.

• Proven experience in researching and resolving operational or service-related inquiries.

• Ability to interpret information related to benefits, eligibility, enrollment, billing, claims, or services.

• Familiarity with ancillary insurance operations, including benefit administration, claims, enrollment, billing, partner support, and service issue resolution.

• Capability to research complex operational questions and identify appropriate next steps.

• Proficiency in documenting case activity, research findings, decisions, and follow-up actions in a clear and comprehensive manner.

• Ability to identify recurring trends, service issues, documentation gaps, and process challenges.

• Expertise in coordinating issue resolution across internal departments, business partners, vendors, and external contacts.

• Excellent written and verbal communication skills.

• Strong attention to detail, organizational skills, follow-through, and the ability to handle multiple priorities.

• A customer service-oriented mindset supporting partners, members, providers, vendors, and internal stakeholders.

• Proficiency in Microsoft Office 365, including Excel, Word, Outlook, and PowerPoint, is required.

• Bachelor's Degree or equivalent relevant experience.

• Experience with Salesforce case management, operational reporting, and shared tracking tools is preferred.

• Previous experience supporting partner service workflows and coordinating cross-functional issue resolution is preferred.

🏝️ Benefits

• Exceptional and affordable benefits package.

• 3.5 weeks of paid time off (PTO).

• 11 paid holidays.

• 401(k) plan with up to 6% matching; fully vested from day one.

• Remote work opportunities with company-provided equipment.

• Collaborative and team-oriented group of peers.

• Opportunities for career advancement.

• Tuition reimbursement program.

• Employee Assistance Program.

• Inclusion Council and Employee Resource Groups.

• Recharge Days.

• Volunteer Time Off.

• Annual incentive plan based on both company and individual performance.