Conduent Service Delivery Operations Manager II, Health and Welfare in Secaucus, New Jersey

Service Delivery Operations Manager II, Health and Welfare

Description

Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com at https://jobs.conduent.com/job/irondequoit/customer-care-associate-i/13016/www.conduent.com .

Job Responsibilities

  • Oversees and manages the operations of the Health and Welfare business unit with overall responsibility for client service delivery and satisfaction.

  • Manages the client relationship ensuring customer satisfaction in all aspects of service delivery

  • Responsible for managing domestic, global and matrix shared services teams to ensure high quality delivery of services as defined by contract, special projects and adherence to Key Performance Indicator metrics.

  • Has responsibility and control of planning, staffing, managing priorities, and recommending and implementing changes to methods for the business unit

  • Provides problem resolution and coordination of activities with client and internal teams

Additional Job Responsibilities

  • Primary Resource for Health and Welfare delivery per contractual obligation

  • Health Plan and Process expert serves as the first line of communication with clients for issues, escalations, global inquiries, trend analysis, ad-hoc reporting, special projects, and change requests

  • Coordinate detailed Root Cause analysis and responses to client escalations with leveraged services and platform support partners. Root cause Analysis should include identification of impacted parties, identification of impact, why the event happened, how the immediate issue is resolved, and steps to prevent future occurrences

  • Validate that all aspects of service delivery are in line with all legal and regulatory requirements. (This includes both ongoing operations and change work)

  • Coordinate and prepare reports for client status meetings, including all weekly, monthly, and quarterly business reviews

  • Review and track all client escalations and defects to identify trends

  • Identify and monitor trends around volume driven activities in order to make strategic recommendations to client and internal partners for continuous improvement

  • Design, coordinate, and implement plans for the remediation of negative trends

  • Capture functional requirements for change requests from clients

  • Maintains close collaboration with internal partners regarding ongoing delivery and change work

  • Updates internal partners on client specific changes impacting service delivery

  • Create, Update, and Maintain inventory of functional client documentation

  • Monitor SLA and operational dashboards to ensure Service Levels are met and exceeded at all times

Essential Skills/Knowledge

  • Must be Health and Welfare plan and process subject matter expert

  • Health Plan and Administration knowledge, required

  • Must be proficient in all client plan rules and administrative practices for service delivery

  • Strong technical, communication and management skills and extensive experience in managing the operations of a business

  • Strong project, client facing and team management skills

  • Solid analytical and problem solving skills

Technical Knowledge

  • MS Excel, MS Word, MS PowerPoint, Internet, Case Management

Education

Bachelor's degree, preferred

Purpose:

  • The role is responsible for the overall quality of service delivery of an ongoing client.

Scope:

General:

  • Develops departmental plans, including business, production and/or organizational priorities

  • Interprets internal or external business issues and recommends solutions/best practices

Primary Responsibilities:

  • May perform one or more of the following:

  • Support the fulfilment of the company vision for prompt and professional client services through motivation and leadership

  • Oversee the day-to-day operational aspects of the client relationship

  • Develop strategy needed to achieve agreed upon service levels

  • Manage the setup and delivery of services

  • Work with the client to manage priorities and expectations

  • Manage the requirements definition process and ensure that system specifications accurately reflect client requirements

  • Build effective liaisons to manage the transition from implementation to ongoing client delivery

  • Act as a subject matter expert regarding the application of business objectives and alternatives for service delivery

  • Build a cohesive team by championing quality, integrating team efforts through status meetings, sharing appropriate information, and building depth of expertise

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form at https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf .

Job Service Delivery Operations

Primary Location United States-New Jersey-Secaucus

Organization Consumer and Industrials

Unposting Date Ongoing

Req ID: 18032086