Mosaic

Customer Support

• Provide technical and customer support to medical and non-medical customers
• Address inquiries and coordinate with care center staff
• Maintain effective communication with clients
• Document customer interactions accurately

Customer Support Specialist II

Administration

• Oversee and provide support for generally four (4) + providers, ensuring efficient operation and compliance with established standards.
• Manage and optimize administrative workflows to ensure consistent, high-quality support services.
• Monitor and report on key operational metrics to support organizational goals.
• Own the financial budget for assigned practices, reviewing monthly financial statements for accuracy, and resolving discrepancies.
• Prepare and analyze financial and statistical reports to identify cost-saving opportunities and improve financial performance.
• Ensure timely and accurate posting for demographics and charges; implement coding changes as needed.
• Collaborate with leadership and stakeholders to implement operational plans and resolve administrative challenges.
• Coordinate and facilitate administrative meetings, including preparation of agendas and minutes.
• Implement and enforce policies and procedures that align with organizational standards.
• Serve as liaison between departments to streamline communication and operational efficiency.
• Design staffing models to optimize administrative workflows, recruit, train, and manage administrative staff.
• Support provider recruitment efforts from an administrative perspective.
• Assist in onboarding new providers with a focus on administrative processes.
• Identify opportunities for continuous improvement in administrative operations.
• Demonstrate excellent guest service to internal team members and patients.
• Perform other related duties as assigned.

Practice Administrator

Operations

• Lead underwriting operational launch of FI and PL product lines, including product definition, system implementations, workflows, procedures
• Provide day-to-day management of all aspects of agency underwriting operations for FI and PL
• Overall ownership of delivery of agency underwriting operations for FI and PL lines of business
• Liaise with North America underwriting teams to deliver operational processing, provide updates on operational performance, and address queries/question
• Use technical expertise to learn processing systems and workflows. Resolve complex queries, ensure underwriting operational requirements and rules are provided, followed and documented in Standard Operating Procedures (SOPs)
• Coordinate with International Agency Operations counterparts to ensure global continuity in governance, process, and communication, as well as managing expectations and deliverables to internal and external partners
• Act as key point of contact for mitigation of any operational issues/concerns raised by stakeholders or customers.
• This role will also be the key contact person for areas outside of operations (eg finance, credit control, etc)
• Responsible for management and performance of offshore operations related to service levels/KPIs, quality and timeliness of delivery, issue resolution, corrections, audit and benchmarking
• Act as point of escalation for all UW offshore operational issues for North America FI and PL lines
• Undertake review and development of optimal process flow. Identify and implement additional opportunities to best maximize and leverage offshore operations capabilities
• Facilitate regular planning with UW teams to determine future resourcing requirements
• Conduct monthly UW meeting to review: Prior month-end reporting (review through month-end report) Current status of submissions, binds, endorsements Trends in queries (focusing on specific queries that need UW assistance) Trends in how processing requests are received (prior to inception, within one month, within two months, etc)
• Perform quality checks on sample transactions processed by offshore teams
• Develop necessary corrective action plans, as needed, related to both business requirements and UW operations performance and delivery quality
• Participate in projects to improve/automate operations acting as subject-matter expert for FI and PL product lines

Customer Support Specialist II

Practice Administrator

Operations Lead – North America Agency