Plan Operations Associate

Collective Health is transforming how employers and their people engage with their health benefits through technology and service. The Plan Operations Associate will be responsible for executing and mentoring on Standard Operating Procedures, collaborating with various internal teams, and managing projects to improve service performance and client satisfaction.

Responsibilities

• Execution, mentoring, training, and compliance with Standard Operating Procedures and controls including mentee compliance
• Familiar with the location and specific knowledge of the content of Knowledge Articles needed to perform assigned Standard Operating Procedures and an ability to mentor others on the content and its application
• Provide recommendations, support, and contribute to projects focused on improving Standard Operating Procedures
• Client, partner, and stakeholder facing interactions
• Attend "office hours" & working sessions and collaborate to resolve escalations
• Identify and review trends and escalations that impact service performance
• Perform 80% of core tasks at a Mentor level. *
• Participant in and provide support to all Plan Ops and Stakeholder engagement activities
• Work escalations with internal teams reporting to stakeholders
• Interpersonal communication, Positive attitude, Ability to work in a team, Engaged, Strong work ethics, Knowledge of basics business skills, Adaptable, Goal orientation, Initiative, Passion, Empathetic, Curious
• Project manage various high-visibility projects successfully involving multiple teams and stakeholders, with the audience of these projects being our clients and members
• Act as a peer leader on the Plan Design team among the other team members
• Ensure that the artifacts delivered meet industry standards
• Improve current project trackers, KB pages, and knowledge on the team through project leadership
• Create portals for our new and renewal clients in the implementation season to ensure accuracy of high-visibility deliverables
• Use technical skills to improve existing artifact generation tools by updating & de-bugging rules, and increasing automation of documents
• Work with the development team to build internal tools to improve processes as we identify and fix problems
• Collaborate cross-functionally with Plan Operations, Eligibility, Member Claims, Product, Development, Legal, Clinical, Copy, Client Success, and other teams to delight our customers

Skills

• Execution, mentoring, training, and compliance with Standard Operating Procedures and controls including mentee compliance
• Familiar with the location and specific knowledge of the content of Knowledge Articles needed to perform assigned Standard Operating Procedures and an ability to mentor others on the content and its application
• Provide recommendations, support, and contribute to projects focused on improving Standard Operating Procedures
• Client, partner, and stakeholder facing interactions
• Attend 'office hours' & working sessions and collaborate to resolve escalations
• Identify and review trends and escalations that impact service performance
• Perform 80% of core tasks at a Mentor level
• Participant in and provide support to all Plan Ops and Stakeholder engagement activities
• Work escalations with internal teams reporting to stakeholders
• Interpersonal communication, Positive attitude, Ability to work in a team, Engaged, Strong work ethics, Knowledge of basics business skills, Adaptable, Goal orientation, Initiative, Passion, Empathetic, Curious
• Project manage various high-visibility projects successfully involving multiple teams and stakeholders, with the audience of these projects being our clients and members
• Act as a peer leader on the Plan Design team among the other team members
• Ensure that the artifacts delivered meet industry standards
• Improve current project trackers, KB pages, and knowledge on the team through project leadership
• Create portals for our new and renewal clients in the implementation season to ensure accuracy of high-visibility deliverables
• Use technical skills to improve existing artifact generation tools by updating & de-bugging rules, and increasing automation of documents
• Work with the development team to build internal tools to improve processes as we identify and fix problems
• Collaborate cross-functionally with Plan Operations, Eligibility, Member Claims, Product, Development, Legal, Clinical, Copy, Client Success, and other teams to delight our customers
• Experience with developing firm plans of action, especially when a situation is urgent or pressing
• Able to communicate effectively and cross functionally as many of our projects and deliverables interact with other teams
• Excellent Microsoft Offices or Google Suites skills
• Experience partnering and leading teams to deliver project goals
• You connect with Collective Health's mission to transform the health insurance experience for employers and their employees
• Bachelor's degree preferred but not required

Benefits

• Health insurance
• 401k
• Paid time off

Company Overview