Zelis

Client Partner

• Owns the client relationship and responsible to build and maintain strong, long-lasting client relationships that lead to referenceable clients
• Managing of Revenue inclusive of the following: Client renewals & retention; achieving or surpassing annual financial goals & objectives
• Risk identification and mitigation strategies such as volume decreases, service gaps, changes in client relationships and key advocates
• Escalates to key leadership partners and executes on risk mitigation strategies as agreed upon
• Drives revenue growth through existing product optimization; understands and communicates Zelis’ key differentiators, product strategy, product features and functionality and applicability to client
• Manages client financial health and ensures Zelis is getting paid on time in accordance with the contract terms
• Understands the regulatory environment and its impact on their clients
• Proactively engages strategies to achieve value from the Zelis platform
• Ensures high quality service delivery and client satisfaction; measurements will include timely escalation and resolution of issues as well as other internal measures such as: Client relationship building – maximizing breadth and depth of relationships
• Works closely with clients to intimately understand their business strategies, needs and challenges
• Create actionable plans when client is at risk and ensuring internal partners take appropriate action, including escalating to leadership as appropriate
• Serves as intake point for Client Audits & Compliance items to ensure seamless and timely responses
• Client Reporting – delivery according to agreed upon intervals with the ability to provide performance synopsis as well as business insights demonstrating the Zelis value proposition and drive engagement
• Utilize knowledge of the client/business and market dynamics to maximize performance relative to client relationship, client satisfaction, and client/company financial performance indicators
• Oversees client production issues and ensures resolved in a timely manner in accordance with contracted SLAs
• Conducts and leads all Business Review’s to optimize value within client book
• Supports Sales for cross-sell and up-sell initiatives; identify opportunities and funnel to Sales partners to incorporate into pipeline
• Supports implementation; Ensuring the timely and successful delivery of our solutions according to client needs and business objectives
• Documentation and ongoing tracking of key client account plans, contacts and attributes all in Salesforce
• Ability to present business unit product roadmap to clients
• Maintain awareness of and ensure adherence to Zelis standards regarding privacy and security

Client Manager

Call Center Representative

• Handle incoming calls from our provider clients to answer questions regarding their payments and enrollment
• Work to resolve any outstanding issues related to their payments including explaining the use of our electronic payment options (credit cards, direct electronic funds transfer)
• Assist providers in signing up for direct electronic funds transfer products as well as assisting with the registration process, online web portal set-up and provider portal guidance including basic troubleshooting.
• Navigate Zelis platforms and processes efficiently with the goal of providing quick and thorough responses to our clients with first call resolution.
• Build and maintain a thorough knowledge of Zelis Payments products and solutions.
• Build and maintain a thorough knowledge of company policies and procedures, especially related to provider privacy.
• Maintaining scheduled adherence and remaining productive throughout your given shift.
• Ability to consistently meet monthly stat expectations and attendance goals.
• Maintain and display a positive attitude.

High Volume Call Center Representative

Client Services Representative

• Develop and implement comprehensive operational strategies, policies and procedures that support the company’s long-term goals
• Collaborate with Client Service management team to set goals and develop strategic plans for the department
• Ensure high quality service delivery across all client touchpoints
• Support resolution of complex client issues and complaints in a professional manner
• Track, analyze and actively manage service performance metrics
• Identify areas for optimization and implement changes to enhance efficiency and effectiveness
• Effectively communicate with clients, internal teams and stakeholders ensuring alignment and transparency
• Support transformation initiatives, foster a culture that embraces change

Director, Client Service

Backend Engineer

• Lead initiatives and develop delivery timelines
• Work with Application Architect and Product Owner to design a fitting solution
• Develop, implement and test highly available, scalable systems in a cloud native microservice architecture
• Contribute new ideas for features and platform enhancements
• Creating a culture where teamwork is valued and risk taking is rewarded

Senior Backend .Net Engineer

Data Analyst

• Coordinate, support and operationalize data collection to enhance AI performance
• Build and maintain dashboards (e.g., Pendo, Qualtrics) to track user behavior, experience metrics, and KPIs
• Aggregate and synthesize quantitative and qualitative data into clear, actionable insights
• Analyze user behavior and feedback to identify trends, issues, and opportunities for experience improvement
• Support VOC initiatives by organizing, maintaining, and evolving insights repositories
• Leverage analytics to inform product decisions and optimize user experience
• Assist with survey design, data preparation, and analysis for research initiatives
• Support in communicating insights and recommendations to stakeholders, including product, design, and business leaders
• Recommend and implement best practices for data instrumentation and tool usage
• Document insights, dashboards, and methodologies for ongoing team use
• Manage and prioritize multiple requests and projects
• Explore and evolve advanced analytics capabilities (ex:, AI-driven insights, cross-platform data integration, API connections) to continuously enhance experience intelligence.
• Travel approximately 3-4 times per year for key meetings

Data Analyst, Voice of Customer

Operations

• Own and support the operating rhythm of the business unit, including monthly and quarterly cadences with the Enterprise
• Develop agendas, materials, and analyses to ensure meetings are efficient, data-driven, and decision-oriented
• Track follow-ups, decisions, and action items to drive accountability and execution
• Partner closely with Payments BU leadership, Finance and Enterprise Strategy
• Act as connective tissue between the business unit and the broader enterprise, ensuring alignment on priorities and decisions
• Influence prioritization and investment decisions through clear insights, structured analysis, and strong executive communication
• Lead and support strategic analyses to identify and evaluate new growth opportunities (e.g., new markets, products, customer segments, partnerships, or M&A themes)
• Build market sizing, financial models, and business cases to support investment decisions
• Conduct competitive and industry research to inform strategic recommendations
• Support senior leaders with clear, concise recommendations and executive-ready materials

Strategic Operations Manager

DevOps Engineer

• architect and operationalize a Kubernetes platform(s) on AWS supporting multi-account, multi-region deployments aligned with AWS Well-Architected principles
• define platform capabilities including compute autoscaling, pod networking, network policies, load balancing, and storage drivers
• lead platform roadmap development and cross-functional alignment with architecture, security, FinOps, and product engineering
• operate lifecycle management, patching, and performance tuning of worker nodes
• design and manage autoscaling groups, node pools, and lifecycle automation
• architect secure and scalable VPCs, subnets, route tables, NAT gateways, and security groups
• manage cluster-level settings including version upgrades, endpoint access, audit logging, and control plane integrations
• define and enforce RBAC, network policies, pod security standards, and IAM roles for service accounts
• implement resource quotas, tagging strategies, and budget controls to support chargeback models and cost transparency
• drive standardization in tooling, automation, patching, and observability across Kubernetes clusters

Lead DevOps Engineer – Kubernetes

Account Executive

• Maximize the breadth and depth of relationships by working closely with clients
• Manage and oversee revenue targets, including budgets, forecasts, and product utilization review for the assigned book of business
• Responsible for client renewals and retention
• Successfully lead contract negotiations and manage the complete life cycle to renew client agreements
• Proactively identify and mitigate risks such as volume decreases, service gaps, and changes in client relationships
• Drive revenue growth through existing product optimization
• Successfully uncover and qualify opportunities for growth
• Conduct and lead all client business reviews and account plans
• Ensure industry leading quality service delivery and client satisfaction;

Strategic Client Executive

• Stakeholder Engagement: Independently lead and facilitate meetings with clients, external partners and internal teams to drive collaboration and resolve operational challenges.
• Communicate the Zelis Payer experience vision to clients and teams, ensuring alignment with organizational goals.
• Guide clients toward optimal product configuration, collaborate to align on delivery timelines and manage each interaction with a solution and service-oriented mindset.
• Serve as a technical expert, offering specialized guidance and solutions to enhance Payer Experience.
• Maintain comprehensive knowledge of Zelis offerings, production fulfillment processes, healthcare enrollment procedures, and payment optimization strategies.
• Apply technical troubleshooting skills to resolve complex issues involving client mapping and data ingestion.
• Advocate for clients across all Zelis departments, assisting with technical aspects of payments and related business needs.
• Deliver training sessions, as needed, to support client success.
• Independently manage daily casework, ensuring timely resolution and continuous progress on long-term milestones across multiple client projects.
• Oversee and update project milestones to support ongoing client success.
• Communicate proactively and thoroughly with Payers, managing the overall service experience.
• Collaborate with cross-functional teams internally and externally to design, develop, test, and deploy client change requests.
• Analyze complex data sets and business rules to deliver actionable insights that support client objectives.
• Ensure accurate translation of complex data into client-facing materials, demonstrating deep expertise in healthcare industry practices, claims communications, payment processing, and ID card production.

Client Service Specialist

Accounting Manager

• Oversee and lead the end-to-end general ledger (GL) function
• Ensure accurate, timely, and compliant monthly and quarterly close for the Price business unit
• Lead, mentor, and develop a high-performing team of accounting professionals
• Oversee the calculation and continuous improvement of key metrics and reserves
• Drive process optimization and standardization initiatives
• Partner with the Enterprise Workday team to drive process transformation
• Manage the external audit and be the key contact to the external audit team
• Provide training, support, and development opportunities to team members
• Establish and strengthen internal controls, ensuring compliance with GAAP

Senior Manager, Accounting

Recruitment

• Manage full-cycle recruiting across a variety of functions and levels including executive level roles and Go-to-Market roles, partnering closely with hiring leaders to understand business priorities and hiring needs
• Develop and execute creative sourcing strategies to identify, attract, and engage both active and passive talent
• Leverage modern recruiting technologies, AI-enabled tools, talent intelligence platforms, and data insights to improve recruiting effectiveness and efficiency
• Act as a trusted advisor to hiring managers by providing market insights, talent trends, competitive intelligence, and guidance throughout the hiring process
• Build strong candidate pipelines and long-term talent communities through proactive networking and relationship management
• Deliver an exceptional candidate experience through thoughtful communication, process management, and consultative engagement
• Continuously evaluate and improve recruiting workflows, sourcing techniques, and candidate engagement strategies
• Partner cross-functionally with HR, compensation, DEI, and business leaders to drive effective and inclusive hiring practices
• Track recruiting metrics and use data to identify opportunities, optimize processes, and influence hiring decisions
• Stay current on recruiting best practices, labor market trends, sourcing innovations, and advancements in AI and recruiting technology

Senior Talent Acquisition Partner

• Provide daily operational support to the Expert Claims Review team
• Managing the screening and distribution processes of Expert Claim Review Claims
• Assist with training and onboarding of new team members
• Monitor new client claims post-implementation to ensure high performance per client requirements
• Thoroughly understand all ECR clients, business processes, inventory management, file processes, and financial recovery tracking
• Accountable for the deployment of resources for the management of daily claims screening, distribution, and referral processes

Ops Analyst, DRG

Executive Assistant

• Provide administrative assistance, such as writing and editing e-mails, drafting memos, and preparing communications on the leadership’s behalf
• Possess expert knowledge of Microsoft Outlook, Word, Excel, PowerPoint, Smartsheet's, ChatGPT, for preparing reports and presentations
• Coordinate Video and Audio conference calls
• Work closely with the leadership team to remain apprised of/schedule upcoming commitments
• Schedule meetings, maintain and update daily Outlook calendars. Confirm objectives for the meeting invites, participants, materials for all calendar needs
• Work to ensure appropriate and timely communication to meeting participants
• Follow up with copies of communication materials as appropriate.
• Provide direct daily support to the leadership team
• Responsible for travel, itineraries, meeting arrangements & Workday expense reports
• Prepare presentation materials for meetings using MS PowerPoint, MS Word, MS Excel
• Work discretely with confidential information
• Assist with onboarding new hires to the team
• Work closely with any operational department heads as it relates to departmental projects
• Responsible for the facilitation of client gifts and holiday gifts/cards

• Organize and lead regular team standup meetings to prioritize client needs and remove obstacles to timely project delivery.
• Contribute to the recruitment, interview, and onboarding process for new team members by evaluating candidates’ technical expertise and their ability to thrive in a fast-paced, dynamic environment.
• Provide technical guidance to Client Support Associates and Client Support Specialists, fostering professional growth and ensuring high performance.
• Lead or assist with escalated client requests, ensuring full resolution and client satisfaction.
• Serve as escalation point for client cases and promptly inform Operations Manager of any issues.
• Troubleshoot and resolve production issues for ID cards, enrollment materials, checks, payments, and Explanation of Benefits (EOB) communications using advanced technical knowledge.
• Act as a technical subject matter expert to support product development initiatives, including user interface enhancements, design sessions, and testing.
• Collaborate with IT teams, internal and external, to support custom software integrations and implementation processes.
• Draft precise, technically detailed requirements for IT regarding client-driven data modifications.
• Analyze highly complex data sets and business rules to deliver actionable insights that support client objectives.
• Collaborate with other Team Leads and Operations Managers to identify workflow improvements and drive knowledge-building initiatives.
• Partner with cross-functional teams to align technical solutions with business goals.
• Coordinate with Tier 2 technical operations for product development and deployment.
• Represent Zelis during client visits and training sessions, providing technical expertise in client-facing engagements.
• Lead client-facing technical projects, ensuring timely delivery and alignment with client expectations.
• Navigate risk, timeline and technical issues directly with the client, ensuring a service and solution-oriented approach is always at the forefront.
• Offer strategic solutions to optimize project outcomes and proactively resolve obstacles through education and collaboration.
• Lead internal Zelis initiatives and special projects as needed.
• Lead efforts to mitigate incidents affecting multiple Payers and communicate progress and impact to stakeholders.
• Identify and communicate potential barriers, proposing immediate and long-term solutions for technical changes.
• Ensure documentation and reporting of technical processes, project status, and client feedback.
• Identify improvement opportunities, and drive continuous improvement efforts in service delivery, client satisfaction, and technical processes.

Client Service Team Lead

Engineering Manager

• Oversees a small team within the Total Rewards function, ensuring operational excellence in compensation and benefits.
• Supports the execution of strategic initiatives and contributes to process improvements.
• Manages day-to-day program administration, resolves escalated employee inquiries, and ensures compliance with policies and procedures.
• Develops junior team members and fosters collaboration with HR partners.
• Manage daily operations of compensation and benefits, ensuring timely execution and data accuracy.
• Supervise and coach team members on Total Rewards processes, tools, and compliance standards.