Operations Support Team Delivery Specialist

Alight

About The Position

Delivery Specialists support end-to-end operations by managing complex cases, data processing, communications, service metrics, and process improvements. They collaborate cross functionally to meet SLAs and ensure accurate, compliant outcomes.

Requirements

Possess good written and verbal communication skills, including presentation and stakeholder communication.
Demonstrate proven time management and prioritization skills to consistently meet deadlines.
Have experience supporting small to medium operational projects and service delivery.
Have intermediate proficiency in Microsoft applications, including Excel, Word, PowerPoint, Outlook, and OneNote.
Possess working knowledge of CRM systems, including basic to intermediate reporting and advanced finds.
Demonstrate ability to analyze data, identify root causes, and document resolutions using available tools.
Have experience collaborating cross functionally with Client Delivery and Carrier Delivery teams.
Display familiarity with file handling processes and technical documentation such as TRDs, SOPs, DLPs, and QRGs.
Be proficient with operational tools such as WinSCP, UltraEdit, Jira, ServiceNow, Azure DevOps, and SharePoint.
Have working knowledge of relevant Medicare and benefits laws, regulations, and their impact on associated processes.

Responsibilities

Managing complex operational tasks, escalations, report and data analysis, and daily delivery activities.
Processing end-to-end client, carrier, and vendor cases across eligibility, enrollment, HRA, Medicare, PAR, AOR, and ancillary products.
Executing inbound and outbound file processing while maintaining accurate client and carrier data in CRM systems.
Identifying, researching, and resolving eligibility, enrollment, and file mismatches through root cause analysis.
Communicating effectively with clients, carriers, vendors, and internal stakeholders to resolve issues and deliver updates.
Supporting enterprise service delivery for business-as-usual work and new implementations or enhancements.
Meeting contractual SLAs by managing case volumes, escalations, and timely resolution updates.
Monitoring and supporting service metrics in partnership with Analysts and Senior Analysts.
Participating in onboarding, training delivery, coaching, and continuous improvement initiatives.
Serving as an operational contact and backup Delivery Specialist for aligned clients and carriers.