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Role Description

The Operations Support Specialist serves as the primary resource for managing the Department of Human and Health Services (DHHS) ticketing system on behalf of Alliance. This role provides oversight, internal monitoring, distribution, and timely resolution of all ServiceNow tickets submitted by DHHS. The Operations Support Specialist reports directly to the Medicaid Waiver Contract Manager and acts as a key liaison between internal subject matter experts (SMEs), departmental contacts, and leadership to ensure compliance with established service level expectations. This position requires strong organizational skills, the ability to make decisions independently, and consistent communication regarding DHHS ticket status, aging, and resolution barriers.

This position is fulltime remote. Selected candidate must reside in North Carolina. Some travel for onsite meetings to the Home office at Morrisville may be required.

Responsibilities & Duties

• DHHS Ticket Management & Oversight
  • Serve as the designated resource with decision making authority for the DHHS ticket system
  • Provide daily oversight and internal monitoring of all outstanding DHHS tickets
  • Triage, categorize, and distribute DHHS tickets to appropriate SMEs for investigation and resolution
  • Ensure timely responses to all department submitted DHHS tickets, adhering to priority-based SLAs
• Collaboration & Communication
  • Attend ad hoc calls to review outstanding DHHS tickets and discuss issue status
  • Maintain a clear understanding of pending issues, operational impacts, and contractual requirements
  • Provide high quality customer service to internal staff, departmental personnel, and SMEs
  • Regularly communicate DHHS ticket progress, blockers, and expected resolution timeframes
• Compliance & Reporting
  • Monitor aging of urgent and high priority DHHS tickets to ensure compliance with the weekly scorecard requirement for cases aging over 14 days
  • Ensure all DHHS ticket activities align with HIPAA regulations and internal privacy standards
  • Maintain accurate documentation for reporting, and performance tracking.
• Additional Expectations
  • Weekend support may be required depending on DHHS ticket priority level
  • Demonstrate responsiveness, professionalism, and a commitment to timely resolution
  • Identify recurring issues and recommend process or automation enhancements to reduce DHHS ticket volume and resolution time
  • Other duties as assigned

Qualifications

• Must have a high school diploma or equivalent and three (3) years of administrative or office experience including:
  • Researching and investigating complaints
  • Providing education and training
  • Using systems to track, update, and manage service tickets, incidents, or service requests
• Preferred: Experience in healthcare is preferred.

Requirements

• Experience in using a case management or ticketing system to track, update, and manage service tickets, incidents, or service requests to ensure timely resolution
• Basic computer skills, including use of Excel and general troubleshooting ability
• Ability to monitor, analyze, and report on ticket metrics to identify trends, troubleshoot issues, and escalate complex problems to the appropriate teams
• Knowledge of and experience in enforcing security standards, such as HIPAA regulations and patient privacy standards
• Excellent communication and customer service skills for interacting with staff and Department personnel
• Problem solving skills; demonstrating critical thinking and good judgment
• Ability to manage competing priorities in a fast paced environment
• Experience working in cross functional teams; comfortable leading ad hoc calls and facilitating consensus

Benefits

• Medical, Dental, Vision, Life, Long and Short Term Disability
• Generous retirement savings plan
• Flexible work schedules including hybrid/remote options
• Paid time off including vacation, sick leave, holiday, management leave
• Dress flexibility

Salary Range

$22.90 - $29.19/Hourly. Exact compensation will be determined based on the candidate's education, experience, external market data and consideration of internal equity.