Operations Expert (US)

Elevance Health

1d • Hybrid

About The Position

Job Description Operations Expert Location: Hybrid 1: (2 days in the San Juan office): This role requires associates to be in-office (654 Munoz Rivera, San Juan 00901), two days (Monday and Tuesday) per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace. Please note that per our policy on hybrid/virtual/ work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law Hours: Monday - Friday, 8 am - 5 pm AST, however, must be flexible to accommodate the needs of the business. 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 will you make an impact: 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. Additional expectations to include but not limited to: 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.
• 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.

Nice To Haves

• Previous leadership experience preferred.
• The ideal candidate demonstrates excellent interpersonal skills, a positive attitude, and the ability to perform well under pressure while maintaining attention to detail.
• 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.
• 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
• Number of Employees: 5,001-10,000 employees