Primary Responsibilities

• Technical Support Operations
  • Creating and maintaining technical configurations and their requirements in our configuration tool
  • Managing the claims investigation process and relevant tooling
  • Owning operational reporting metrics, running root cause analysis on performance, and act as the go to source of knowledge for current business operations
  • Ensure delivered solutions meet required business operations SLAs
  • Provide support, technical solutions, and expertise as it relates to maintain an effective operating service model
  • Pull and run reports
  • Resubmit claims
  • File Management and support
  • Proactive dashboard and alert monitoring

• Cross-Functional Collaboration
  • Communicate professionally and effectively with users, stakeholders, and technical teams to understand issues and deliver solutions.
  • Provide regular updates related to operational performance, incident trends, and ongoing initiatives during team and stakeholder meetings.

• Continuous Improvement & Governance
  • Maintenance of support documentation, knowledge articles, and standard operating procedures.

• Vendor & Partner Alignment
  • Communicate with Partners and Vendors, as needed, to resolve and escalate an issue
  • Maintain contact information,
  • Raise ticket with Vendors and after investigation, take action