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Role Description

The Operations Expert is responsible for providing technical direction, guidance, and resources to operations, claims, customer service, or membership associates on a day-to-day basis.

Location: This role enables associates to work virtually full-time, except for required in-person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development. Alternate locations may be considered if candidates reside within a commuting distance from an office.

Schedule: This position will work an 8-hour first shift, Monday through Friday. Additional hours, including weekends or holidays, may be required based on operational needs.

How You Will Make an Impact:

• Serves as a first line resource for operation associates for workflow and technical related processes.
• Provides operational training; assists associates by answering day-to-day technical questions and encourages a teamwork environment.
• Monitors inventory to ensure workflow remains uninterrupted.
• Handles complex case research and resolution.
• Reviews, interprets and maintains records of service level, quality, accuracy, and productivity.
• Reviews department policy and procedure manuals for accuracy.
• Works with training department to ensure procedures and policies are accurate and complete.
• Expected to have the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers.
• Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment.
• Possess strong verbal and written communication skills, both with virtual and in-person interactions.
• Attentive to details, critical thinker, and a problem-solver; demonstrates empathy and persistence to resolve caller issues completely.
• Comfortable and proficient with digital tools and platforms to enhance productivity and minimize manual efforts.
• Will have a structured work schedule with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary.
• Performs other duties as assigned.

Qualifications

• Requires HS diploma or equivalent and a minimum of 5 years related experience which includes a minimum of 3 years of directly related experience and expertise with company relevant automated processing systems; or any combination of education and experience which would provide an equivalent background.

Requirements

• Previous leadership experience preferred.
• Knowledge of state mandates and regulations related to newborns is preferred.
• For URAC accredited areas, the following professional competencies apply: Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.

Benefits

• Merit increases.
• Paid holidays.
• Paid Time Off.
• Incentive bonus programs (unless covered by a collective bargaining agreement).
• Medical, dental, vision benefits.
• Short and long term disability benefits.
• 401(k) + match.
• Stock purchase plan.
• Life insurance.
• Wellness programs.
• Financial education resources.