Product Operations WHPW Specialist

HealthPartners•Bloomington, MN

About The Position

HealthPartners is hiring a Product Operations WHPW Specialist. This position supports the Living Well product by managing day-to-day production support and operational tasks. Accountabilities include owning the completion of operational deliverables (internal, client-facing, and vendor-connected), as well as managing the resolution of operational and technical issues that may arise. This role acts as a liaison between the digital team and the business. This position reports directly to the Manager of Well-being Product, receiving mentorship and support from the Sr. Product Operations Specialist.

Requirements

Bachelor’s degree in health or technical-related fields and three years of experience in business unit or product operations, including experience with digital development, technical systems, and vendors OR, in lieu of a Bachelor’s degree, five years of experience in business unit or product operations, including experience with digital development, technical systems, and vendors
Understanding of the software development process
Process oriented, with strong attention to detail
Ability to adapt to changing priorities and assignments
Analytical and problem solving skills
Excellent verbal and written communication skills
Technology aptitude and data analysis skills
Ability to represent Worksite Health and Population Well-being and HealthPartners in a professional manner
Demonstrated planning and organizational skills
Ability to work both independently and as part of a team
Ability to simultaneously manage multiple projects
Ability to identify urgent situations and act appropriately
Strong customer/client service focus
Strong computer skills, familiar with Microsoft Office products and capability to learn other computer and web-based applications and systems

Nice To Haves

Knowledge of Continuous Quality Improvement practices.
Understanding of health management systems (benefits, managed care)
Experience with facilitating training sessions
Previous experience with User Acceptance Testing (UAT)

Responsibilities

Maintain working knowledge of internal and external systems that support products and programs
Communicate with the Digital, Operations and Client Management teams on program status, issues and changes
Provide project management coordination while working with internal and external stakeholders
Establish and document new product and program processes
Create and coordinate new product and program training
Support WHPW Health Promotion Department annual plan goals and objectives
Perform other duties as assigned
Complete the required operational tasks for all deliverable including but not limited to: scheduled processing, assist with web testing, website content updates, data-related activities such as data file loads and data troubleshooting
Manage the calendar and schedule of all shared and customer-specific deliverables
Evaluate existing processes and aid in implementing improvements that drive efficiency and accuracy
Triage incoming Service Now tickets and work with the appropriate team(s) to respond and/or to resolve the issue. This involves completing the necessary research on the incoming ticket and working the ticket to resolution
Research and problem solve on platform issues and customer deliverables
Troubleshoot production data or site functionality issues
Involved throughout vendor integration work to ensure Product Operations can successfully and efficiently support vendor integration processes and production support issues
Partner closely with the Product Consultant position, who owns the relationship management with the vendor
Internal liaison and provider of day-to-day support for vendor-related operational tasks, including file feeds and technical specifications
Primary contact for error resolution related to vendor-based services within the Living Well product
Facilitate any necessary connection and communication between development team and the vendor