Operations Expert

Operations Expert (US) — Elevance Health

Hybrid. 2 days in the San Juan office (654 Munoz Rivera, San Juan 00901) – Monday and Tuesday per week. All other days remote.

Monday – Friday, 8 am – 5 pm AST, with flexibility as needed.

• Serves as a first‑line resource for operation associates for workflow and technical related processes.
• Provides operational training.
• Assists associates by answering day‑to‑day technical questions.
• Encourages a teamwork environment.
• Monitors inventory to ensure workflow remains uninterrupted.
• Handles complex case research and resolution.
• Reviews, interprets and maintains records of service level, quality, accuracy, and productivity.
• Reviews department policy and procedure manuals for accuracy.
• Works with training department to ensure procedures and policies are accurate and complete.
• Manages multi‑tasking, handling calls, texts, facsimiles, and electronic queues while simultaneously taking notes and speaking to customers.
• Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast‑paced, high‑pressure environment; strong verbal and written communication skills, both virtual and in‑person; attentive to details, critical thinker, problem‑solver; demonstrates empathy and persistence to resolve caller issues completely; comfortable and proficient with digital tools and platforms to enhance productivity and minimize manual efforts.
• Structured work schedule with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary.
• Performs other duties as assigned.

• High school diploma or equivalent and a minimum of 5 years of related experience and a minimum of 3 years of experience and expertise with company‑relevant automated processing systems; or any combination of education and experience that would provide an equivalent background.

• Previous leadership experience preferred.
• Excellent interpersonal skills, a positive attitude, and the ability to perform well under pressure while maintaining attention to detail.
• For URAC accredited areas, the following professional competencies apply: strong oral, written, and interpersonal communication skills; problem‑solving skills; facilitation skills; and analytical skills.

Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state or local laws.

Applicants who require accommodation to participate in the job application process may contact elevancehealthj for assistance. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws, including, but not limited to, the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.