Manager, Service Delivery

Lumenos, a leader in consumer-driven health care, is seeking a Manager, Service Delivery to work at its corporate headquarters in Alexandria, VA. This position manages service delivery/production support for consumer driven health plan (CDHP) technology solutions.  It is responsible for managing operations on a day-to-day basis and for meeting service level agreements (SLAs) with financial impact on the organization.

 

Located in a park like suburban setting in Alexandria, VA across from the Winkler Botanical Preserves. We offer a casual environment and competitive benefits including medical, dental, 401k, and paid time off, short-term disability, long-term disability, and an employee assistance program.

 

 

Responsibilities:



 

Work with WellPoint operations staff and product managers to manage the support of day-to-day operations, including customer service, medical and pharmacy claims processing (batch and realtime), eligibility processing, and reporting to meet organizational objectives.  Proactively identify application enhancements to gain operational efficiencies.

 

Manage and lead Health Plan Operations staff to meet departmental commitments and quality standards.  Prioritize and assign work to staff.  Train new staff and mentor/develop staff.  Write and conduct performance reviews.

 

Set standards and protocols for departmental tasks that support operational requirements.  Ensure that all processes and standard operating procedures are adequately documented, kept up to date and stored appropriately for reference by Health Plan Operations staff.

 

Understand relevant service level agreements and the system and operational impact to those agreements.  Responsible for metric tracking, issue identification and resolution to proactively exceed service level guarantees.

 

Manage and participate in process to document, track, and follow-up on open issues.  Research, analyze, and resolve issues within established service levels. Lead and/or participate in routine meetings with WellPoint operations management and staff to communicate status and resolution of issues.  Perform root cause analysis to identify application defects and develop plan for resolving.

 

Manage and participate in new group implementation process to include system configuration and quality assurance.

 

Serve as subject matter expert to WellPoint and internal operations.

 

 

Qualifications:Bachelor?s degree in a technical field or equivalent work experience required.  Master?s degree preferred.Minimum 8 years experience in a technical field with progressive project and staff management responsibility required.Prior experience interacting with clients and all levels of management required.Experience as a business analyst preferred.Must be detail-oriented, organized and able to work independently to manage multiple tasks simultaneously in a fast-paced environment.Must work well under strict deadlines and pressure.Must have excellent, proven analytical and problem solving skills. Must have excellent oral and written communication skills.Must have strong technical aptitude and the ability to learn and understand new software applications.Must have a customer service focus and be diplomatic in dealing with internal and external parties in the investigation and resolution of issues.Must be proficient in MS Excel, including the ability to import and work with text files; experience with MS Access strongly desired.Must possess working knowledge of relational databases, including experience with SQLHealth care operations experience a plus.

 

Lumenos is a member of the WellPoint family of companies.  Lumenos is an Equal Opportunity Employer.