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About the role
Key responsibilities & impact- 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.
Requirements
What you’ll need- 6 years of combined project management and client service experience within healthcare or financial services, plus technical expertise within a SaaS environment
- Experience implementing solutions to drive performance and success.
- Familiarity with Zelis Advanced Payer Platform, Jira, and/or Salesforce.
- Willingness to travel occasionally and work flexible hours as needed.
- Strong client and associate focus with the ability to build and sustain productive relationships.
- Clear, accurate, and effective communication in both oral and written formats.
- Active contribution to team success and collaboration.
- Advanced problem-solving capabilities, with sound judgment and the ability to resolve complex issues under pressure.
- High initiative and motivation to exceed goals and proactively address challenges.
- Effective planning and organization skills, with the ability to prioritize tasks and manage resources efficiently.
- Commitment to upholding Zelis’ vision and IMPACT values in decision-making and daily actions.
- Dedication to delivering exceptional customer service and satisfaction.
- Ability to meet high standards of service and quality under tight deadlines.
- Willingness to expand technical and operational knowledge continuously.
- Strong understanding and compliance with HIPAA, security, and regulatory policies.
- Proven experience in client support, technical operations, and team leadership.
- Strong problem-solving skills and technical acumen.
- Excellent communication and collaboration abilities.
- Experience with product development, software integration, and project management.
- Ability to analyze complex data and deliver actionable insight.
- Bachelor’s degree preferred
Benefits
Comp & perks- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
project managementclient servicetechnical expertiseSaaSproblem-solvingdata analysissoftware integrationproduct developmenttechnical documentationtechnical guidance
Soft Skills
communicationcollaborationrelationship buildinginitiativemotivationplanningorganizationclient focusteam leadershipadaptability
Certifications
Bachelor's degree