Operations Relationship Manager 

Operations Relationship Manager 

Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve.

Job Summary: The Operations Relationship Manager is responsible for supporting operational goals for self-funded clients by coordinating activities and resources across the organization to improve operational KPIs. The role will work closely with leaders across Operations (Enrollment, Billing, Claims, Fulfillment, Call Center, Appeals) and Account Management to resolve client issues efficiently. 

Responsibilities: 

• Collaborate with various departments to achieve high operating standards for premiere self-funded clients. 
• Assist in developing standards, policies, and procedures for premier self-funded clients and contribute to the strategic improvement of products and services. 
• Act as a primary contact with leaders across the organization, clients, and sales regarding premier self-funded clients. 
• Manage issue inventory and oversee progress on issue remediation activities to ensure holistic and timely issue resolution. 
• Oversee and manage issue resolution analysts (2+) to ensure swift resolutions and organize remediation plans.
• Partner with account management team to effectively communicate complex issues and remediation plans directly to premier self-funded clients.
• Assist in developing and managing operational dashboards to monitor the overall health of premier self-funded clients. 
• Manage governance forums to effectively communicate status and escalations to leadership. Generate supporting collateral (typically PowerPoint slides) to facilitate discussions.
• Collaborate closely with reporting leads to quality-check reports before they are distributed to premier self-funded clients.
• Demonstrate the ability to work independently, exhibit a self-starting attitude, and drive tasks to completion with minimal supervision.
• Exercise customer centricity by managing priorities aligned to premier self-funded clients’ unique needs.

Education/Experience: 

• Bachelor's degree in a health care or business-related discipline or equivalent work experience. 
• Five or more years of experience in quantitative analysis, Operations Analysis, and/or process improvement. 

Knowledge, Skills, and Abilities: 

• Excellent communication skills, both oral and written; strong analytical skills. 
• Ability to contribute to strategic planning and support long-term strategy development. 
• Strong interpersonal and leadership skills to interact effectively with team members. 
• Excellent organizational skills and attention to detail. 
• Ability to work collaboratively across the organization in a matrixed management environment. 
• Strong Microsoft Office skills (Excel, PowerPoint, Outlook, Teams).  
• Passionate about producing high-quality deliverables and communicating results to all levels of Leadership.
• Solves complex problems with creative solutions and enhance existing processes with a continuous improvement mindset.
• Independence has implemented a “Required Hybrid” model which requires team members to work in Independence’s physical office location on Tuesday, Wednesday and Thursday. Team members may work remotely on Monday and Friday, but work must be performed in the Tri-State Area of Delaware, New Jersey or Pennsylvania.

Independence has implemented a “Hybrid” model which provides our associates with the ability work in the office 3 days a week and remotely 2 days a week. This role is designated as a role that fits into the “Hybrid” model. While associates may work remotely, the work must be performed in the Tri-State Area of Delaware, New Jersey or Pennsylvania.

Independence Blue Cross is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.