Medicare Provider Business Production Support Program Senior Advisor
7 days ago
Position Overview: The individual is accountable to the Business Production Support team. This role will partner with technical teams and Business Operations teams on issues related to Provider system performance and business process issues with the goal of resolving system and process issues for end users and our customers.Key Responsibilities: Manage an issue through end-to-end cross-functional issue management and resolution process and be accountable for timely issue remediation and/or challenge and risk escalations to Senior LeadershipAccountable for tracking and correction of impacted transactionsProvide comprehensive consultation to business unit and technical management at the highest technical level possibleCollaborate with upstream and downstream business partners to identify the key stakeholders within the process necessary to drive remediation.Review, analyze and appropriately disposition MIRS issues for distribution including engagement and ownership of Corrective Action Plan (CAP) related documents.Drive resolution by partnering with technical teams and operations. This may include coordinating and documenting sessions with Technology Teams and vendor partners to achieve definitive resolution of complex issuesLiaise with the Compliance Medicare Business Support (MBS) team on business issues with compliance implications.Liaise with all technical teams to ensure swift resolution of problems within service level targetsProduce documentation of issues impacting the business operations targeted to operations managers and leadership within established guidelines for format and timingProvide guidance and oversight of the manual daily process for the collection of outage ticket symptomsInvestigate and correlate individually reported issues to large/global enterprise issuesEstablish rapport and close collaborative relationship with the Operations and technical teams and have high level familiarity with the applications and servicesRequired Experience / Qualifications: Must be able to lead calls, facilitate major incidents, and communicate effectively with stakeholders and Senior LeadershipExcellent analytical/troubleshooting skillsProficient with Microsoft business applications such as Excel and WordAbility and desire to thrive in a proactive, fast paced environmentDemonstrate ability to take initiative and drive process improvementsAble to effectively communicate across teams and rolesStrong analytic skills and the ability connect the dots quicklyDesired Experience / Qualifications: BA/BS degree or higher strongly preferred in Computer Science or related degree or 4+ years of job-related experience preferred2+ years of technical or operations experience with Provider applicationsThis position may require support beyond core business hours. General knowledge of or previous experience with technical support or development of one or more application or infrastructure areas strongly preferred
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