Position Overview:

The Client Experience (CX) Operations Specialist is responsible for supporting the rest of the CX team as they partner with our payer clients to achieve mutual success. We are looking for someone who is excited to solve problems, act quickly and support the Technical Client Experience Managers (TCXM’s) in proactively giving our clients the best experience possible. This role does not have direct responsibility for clients.

Key Responsibilities:

• Provide timely, accurate and polite responses to requests from internal stakeholders including Client Services, Sales Account Managers, Implementation and other teams

• Manage special projects driven internally by the Client Services organization or as a participant in projects led by other departments, provide related information and guidance to Client Service Managers, collect cross-functional approvals

• Manage and lead Client Incident Events within the Payments Organization which includes leading coordination calls and working through root cause action reports

• Uphold technical relationships with vendor partners by facilitating improvements with vendor partners and Zelis, and disseminate enhancement details to internal teams

• Identify opportunities for process improvements and execute

• Build and utilize an internal network of key contacts for communication and alignment

• Maintain a thorough understanding of the client landscape, products and initiatives

• Flex to support business priorities as needed

• Create a friendly and fun environment for peers and co-workers

Required Qualifications:

• 3-4 years of professional experience

• Proficiency with computer and applicable software packages, including Microsoft Office products - Outlook, Word, Excel, etc.

• Strong communication and interpersonal skills, with the ability to work effectively with diverse teams

• Excellent analytical, problem-solving, and time management skills

Preferred Qualifications:

• 1-2 years healthcare Industry experience preferred

• Customer service experience preferred

• Basic data skills, ability to use text editors preferred

• Bachelor’s degree preferred

Location and Workplace Flexibility

We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture and all of our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies.

As a leading payments company in healthcare, we guide, price, explain, and pay for care on behalf of insurers and their members. We’re Zelis in our pursuit to align the interests of payers, providers, and consumers to deliver a better financial experience and more affordable, transparent care for all. We partner with more than 700 payers, including the top-5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, over 4 million providers, and 100 million members, enabling the healthcare industry to pay for care, with care. Zelis brings adaptive technology, a deeply ingrained service culture, and a comprehensive navigation through adjudication and payment platform to manage the complete payment process.

Commitment to Diversity, Equity, Inclusion, and Belonging 
At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity  
Zelis is proud to be an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

We encourage members of traditionally underrepresented communities to apply, even if you do not believe you 100% fit the qualifications of the position, including women, LGBTQIA people, people of color, and people with disabilities.  

Accessibility Support 

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email [email protected]   

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