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About ConduentConduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at.Job Description Assists in the overall business unit performance driving SLAs, adherence to business unit metrics and so on. Ensures adherence to best practices for delivery of Statement of Work per the contract. Acts as the liaison between operations and clients middle-management to ensure protocols are being followed. Assists with conflict resolution, dealing with client, people, tasks and systems related issues. Provides resolutions to a diverse range of complex tasks – such as special projects level performance, quality assurance standards, unexpected bugs, assistance with sales and marketing, volume spikes, staffing resolutions. Drives special projects for corporate, business unit, operational or client initiatives. Orients and guides less experienced team leaders in order to improve levels of performance.Job Responsibilities
May perform one or more of the following:
Analyzes, plans and implements process improvement (such as Six Sigma initiative) needs.
Produces new process improvement techniques and services.
Develops metrics that provide data for process management and indicators for future improvement opportunities.
Measures performance against process requirements, aligning improvement projects to close performance shortfalls.
All other duties as assigned.
Additional Job Responsibilities
Serve as key support role for Service Delivery Manager regarding communication with clients for issues, escalations, global inquiries, trend analysis, ad-hoc reporting, special projects, and change requests.
The candidate will serve as the Health and Welfare subject matter expert, and must be proficient in all client plan rules and administrative practices for service delivery.
Analyze processes and data, ensure events setting properly.
Research and Analysis skills - Ability to provide detailed Root Cause analysis and responses to client escalations Root cause analysis should include identification of impacted parties, identification of impact, why the event happened, how the immediate issue is resolved, and steps to prevent future occurrences.
Handle requests for ad-hoc reporting.
Preparation of reports for client status meetings, including all weekly, monthly, and quarterly business reviews.
Execute and implement plans for the remediation of negative trends.
Capture functional requirements for change requests from clients.
Maintains close collaboration with internal partners regarding ongoing delivery and change work.
Create, update, and maintain inventory of functional client documentation.
Ability to scope and manage special project work.
Eligibility Calculation analysis and requirements.
Successfully engage in multiple initiatives simultaneously.
Prioritize work where appropriate and manage to deadlinesEssential Skills/Knowledge
Health & Welfare subject matter expert, minimum five years’ experience, with experience in the following areas:
Plans and Compliance
Call Center work flow
Client Service
Vendor management
Project management
Intermediate/advanced MS office – Excel, PowerPoint, Word, Access and Internet, required
Strong data and analysis skillset
Self-starter and proactive, ability to execute requests with minimal management guidance and oversightBachelor’s degree preferred.ClosingConduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first:.Not ready to apply?for general consideration.Requisition ID 2019-14803Primary Location US-NC-RaleighEmployment Type Full-time regularCategory Client Relationship Management / Service Delivery
