Technical Support Professional
The Technical Support Professional (TSP) serves as a point of contact for Zelis BlueCross and BlueShield customers who are live in DOCS®. The TSP is responsible for providing best in class support and management to the strategic accounts, being BCBS. Most responsibilities for the Technical Support Professional are case management and resolution to production related incidents, requests, and enhancements to BCBS business. A very strong work ethic and commitment to team is a must to be successful.
The Technical Support Professional is a level II member of the BCBS Client Experience Program. The level of knowledge necessary for this position typically requires 1-2 years of experience in technology, project management, or business analyst related work. The BCBS business is a growth engine for Zelis Payments and the core business for these customers consist of very high-profile plans, such as Amazon, Wal-Mart, Tyson, and many government plans. The demand and expectations of these plans are very high and regulated by the BCBS association in accordance with CMS and other legislation.
Support the BlueCX squad clients and team with tier 1-3 cases through investigation, solution and mitigation including: clients' technical system, software and current process for print and electronic communications or enrollment materials
Perform basic customization for EOB -(explanation of benefits), ID cards, and payments
Collaborate on projects to optimize client processing and fulfillment
Assist the development team with the definition and testing of new features
Write and/or review detailed instructions to IT for data translations and enhancements
Provide technical support to stakeholders (both client & internal) to explain technical situations, present information, and provide training
Prepare, coordinate, and lead on-site client meetings – with support of Supervisor and/or Senior Manager
Gain full understanding of the Payments product suite and how the software optimizes the fulfillment of the BCBS partners
Experience working with payer software
Healthcare industry knowledge
Understanding of claims communication and print production of EOBs, ID cards and enrollment materials
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.
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 TalentAcquisition@zelis.com
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