Operations Expert - Paragon Healthcare

Elevance Health • Plano, TX

5d • Hybrid

About The Position

Operations Expert – Paragon Healthcare
A proud member of the Elevance Health family of companies, Paragon Healthcare brings over 20 years in providing life-saving and life-giving infusible and injectable drug therapies through our specialty pharmacies, our infusion centers, and the home setting. The Operations Expert is responsible for providing technical direction, guidance and resources to claims, customer service, or membership associates on a day-to-day basis. How You Will Make an Impact Primary duties may include, but are not limited to: 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. 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. Associates in this role are 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. 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. Comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts. Associates in this role 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.

Requirements

• Requires HS diploma or equivalent and a minimum of 5 years related experience and a minimum of 3 years of experience and expertise with company relevant automated processing systems; or any combination of education and experience which would provide an equivalent background.
• Associates in this role are 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.
• 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.
• Comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts.

Nice To Haves

• Previous leadership experience preferred.
• Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.

Responsibilities

• 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.
• 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.
• Associates in this role are expected to have the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers.
• Performs other duties as assigned.

Benefits

• We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED