Supervisor, Payment Operations Jobs

Position Overview

The Supervisor of Payment Operations is responsible for managing and prioritizing ticket queues and case management relating to; Level 2 provider support issues, provider email support, provider portal registration, provider configuration and payment delivery. The Supervisor is responsible for managing, hiring, and onboarding a team of 10-15 payment operations specialists. Responsibility also includes analyzing workflow and processes to ensure maximum efficiency and productivity.

Key Responsibilities

• Provide recommendations to improve processes, data platforms, reporting and analytic methods.
• Communicate information to all levels of internal and external customers.
• Handle and facilitate disposition of escalated client issues.
• Prioritize, organize, and direct workflow, information, and the processing of all outstanding product line payments.
• Monitor high dollar payments with staff to ensure resolution.
• Assist new employees with system and process related questions.
• Guide team members on process protocol and product information
• Take inbound calls and make outbound calls as needed.
• Serve as project and departmental supervisor under the guidance of the Senior Manager, Payment Operations.
• Responsible for confirming all check files are approved for release with IT Operations.
• Research complex payment questions and assist team on proper responses.
• Maintain awareness of and ensure adherence to PPS standards regarding privacy.

Technical Skills/ Knowledge

• Computer proficiency and technical aptitude with the ability to use Excel functions such as VLOOKUP and Pivot tables. Understand various connectivity solutions (FTP/Secure FTP, VPN).
• Has proficiency in troubleshooting complex client matters, as well as system issues.
• Works on assignments that are complex in nature in which judgment and initiative are required in resolving problems and making recommendations.
• Has solid understanding of expected workflow and means of distributing/prioritizing volume to meet goals.
• Thorough knowledge of company and departmental policies and procedures.
• Has solid understanding of Zelis payment product offerings and information required to be able to successfully deliver payments based on product type.

Independence/ Accountability

• Ability to work under pressure and meet deadlines.
• Ability to manage and prioritize multiple tasks.
• Regularly reviews goals and objectives with manager and subordinates.
• Must have professional manner and respect the confidentiality of administrative matters.
• Requires minimal daily supervision.
• Accountable for day-to-day tasks.

Problem Solving

• Makes logical suggestions of likely causes of problems and independently suggests solutions.
• Attention to detail and concern for impact is essential.
• Excellent organizational skills are required to prioritize responsibilities, thus completing work in a timely fashion.

Leadership Activities

• Conducts monthly 1-on-1’s with direct reports.
• Regularly attends and participates in departmental meetings.
• Reports daily statistics to Manager and key stakeholders.

Communication Skills

• Communicates ideas and information clearly.
• Effectively communicates with others by giving and receiving feedback.
• Must work well with others.

Professional Experience

• Call center or similar customer service experience preferred.
• Prior leadership or mentoring roles.
• Strong knowledge of MS Office products.
• Excellent planning and organizational skills.
• Strong time management skills and ability to prioritize workloads.
• Excellent telephone and customer service skills.
• Strong presentation skills; as well as good written/oral skills.

Education

• High school diploma or equivalent.

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.

Zelis provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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.

SCAM ALERT: There is an active nationwide employment scam which is now using Zelis to garner personal information or financial scams. This site is secure, and any applications made here are with our legitimate partner. If you’re contacted by a Zelis Recruiter, please ensure whomever is contacting you truly represents Zelis Healthcare. We will never asked for the exchange of any money or credit card details during the recruitment process. Please be aware of any suspicious email activity from people who could be pretending to be recruiters or senior professionals at Zelis.