At Zelis, we Get Stuff Done. So, let’s get to it!
A Little About Us
Zelis is modernizing the healthcare financial experience for all by providing a connected platform that bridges the gaps and aligns interests across payers, providers, and healthcare consumers. This platform serves more than 750 payers, including the top 5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, and millions of healthcare providers and consumers. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts—driving real, measurable results for clients.
A Little About You
You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.
Position Overview
The Operation Manager role is a key leader of the Client Services organization, leading a team of Client Support Specialist, responsible for the service delivery for the Third-Party Administrator (TPA) Vertical. This position is responsible for overseeing strategic service plans to ensure the achievement of client experience objectives and overall customer satisfaction. The candidate will have demonstrated experience and ability to respond to complex service issues and inquiries, solving non-routine problems and ensuring resolution and client satisfaction with products, services and information directly and through the performance of their respective team.The Operation Manager will work closely with Client Management, Sales Leadership, and Service Operations, fostering collaboration across various business areas and leaders. This role involves sharing insights, ideas, and knowledge to inspire and influence others, participating in task forces, and leading initiatives that showcase expertise and innovative thinking.
What You’ll Do
Lead a team of client service professionals by providing regular training, development, feedback, and career coaching.
Set clear expectations and offer guidance in client service delivery through individual and team meetings.
Accountability for leading best practices and consistency of process for engaging with clients to include client educations, routine client touchpoints, service issue and status reporting, and volume management for book of business assignments.
Motivate, drive accountability, and coach a diverse team while assessing talent effectively. Ensure new talent is oriented properly, and focus on retaining, growing, and building a strong talent pipeline.
Participate in client meetings and events to educate and inform on service as well as value.
Creating effective service strategies, addressing complex and unique service issues, and ensure client satisfaction with products and services through team output.
Use creativity, foresight, and judgment to design, plan, and implement initiatives that make doing business easier and add value.
Leverage tools such as Salesforce, Jira, ZAPP® and other Zelis platforms successfully.
Collaborate with project and development teams on initiatives related to Client Services.
Develop strong relationships with Client Management teams, Sales Leadership and Matrix partners across the Payments Organization to help deliver client satisfaction.
What You’ll Bring to Zelis
Bachelor’s degree preferred or at least 7 years’ experience in healthcare.
Minimum of 5+ years of experience managing people.
3+ years of previous sales, service or executing client related experience strongly preferred.
Skilled in the use of Microsoft Excel and PowerPoint.
Excellent communication and interpersonal skills, both written and verbal; strong customer service and demonstrated ability to drive outcomes/results.
Goal oriented, resourceful, personally accountable and self-directed.
Demonstrated ability to proactively seek opportunities for improvement and to effectively collaborate across the organization.
Location and Workplace Flexibility
We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture, and all our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies.
Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified 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 welcome applicants from all backgrounds and encourage you to apply even if you don’t meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.
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 [email protected].
Disclaimer
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.
