Under the general supervision of the Operations Manager the Operations Coordinator will assist with coordinating the Plan's operational tasks and efficiency. The Coordinator is responsible for providing administrative support to, but not limited to, the operations department. The coordinator will assist with monitoring, controlling, and managing business processes, deliverables, special projects and implementing best practices to meet customer expectations and company goals on a daily basis. Under general supervision, this position is responsible for coordinating and facilitating department administrative needs and fulfilling requests from other departments, as necessary.

Essential Functions:

• Answers calls from members and/or vendors, triaging and routing calls appropriately.
• Provides extraordinary customer service and creative conflict resolution.
• Receives, tracks and organizes deliverables from outside trading partners and vendors including regulatory agencies on Plan’s internal drive. Assists with maintenance of Plan’s internal drive folders.
• Supports operational activities, including member requests, complaints, IDR documentation, TDI and CMS deadlines, and other duties, as needed.
• Assists with quality control of member documents, member handbooks, newsletters, company website, etc.
• Assist with processing and/or mailing member letters including: complaints, appeals, 1095A forms, etc.
• Responds verbally and in writing to time-sensitive and confidential issues in the Operations or Complaints box .
• Tracks and informs management of trends in operational issues and escalates problems, as necessary.
• Fulfills monthly reports for member mailings.
• Supports internal operations procedures, including documenting workflows and policies and procedures.
• Performs all duties within HIPAA guidelines.
• Assists with and completes a variety of special projects as needed.

Knowledge, Skills and Abilities:

• Demonstrated experience in administrative and clerical procedures.
• Skill in using PowerPoint, Excel, Word, SharePoint and use of the Internet.
• Ability to pass an administrative competency test prior to employment.
• Able to participate with staff and community partners respectfully and professionally.
• Able to multi task effectively.
• Pays attention to detail and works independently without close supervision.
• Strong listening, verbal and written communication skills.
• Some knowledge of managed care and/or health insurance preferred.
• Proficiency in speaking, reading and writing Spanish preferred.

Minimum Education:

• High School Diploma or equivalent

Minimum Experience:

• Three (3) years of experience working in an administrative role.
• One (1) year experience in administrative and clerical procedures including planning and scheduling meetings, and coordinating calendar activities.