Operations Support Specialist

Seeking applicants who live within 1 hour of Washington, DC and can commute into the CAQH office, as needed.

Incoming applications needs to go through the online process via the CAQH careers page.

Position Summary:

The Operations Support Specialist works closely with the internal Operations team, Implementation team, outside vendors, and consultants to help complete objectives that support the CAQH organizational goals. A successful Operations Support Specialist must be highly motivated individual who thrives in a fast-paced environment with constantly changing priorities. This person should be an excellent communicator and a patient problem solver with exceptional time management skills.

The Operations Support Specialist reports to the Associate Director, Operations in the CAQH Operations department.

This is a full-time, non-exempt, hybrid position.

Specific Responsibilities:

• Administer the Operations department ticketing workflows in Jira.
• Resolve operational problems within the defined schedules and service level agreements.
• Analyze root causes of operational malfunctions and provide resolutions.
• Assist with escalated issues and follow-up on outstanding issues promptly.
• Provide troubleshooting assistance to providers or clients who require help using the system.
• Review and internal reporting of CAQH CSAT and NPS metrics.
• Develop preventive measures and document issue resolution procedures.
• Recommend process improvements to improve operational efficiency and cost-effectiveness.
• Monitor system operations and troubleshoot problems.
• Assist in budget preparation and resource allocation for support services.
• Install, support, and maintain Policies & Procedures.
• Maintain daily logs of operational issues and maintenance activities.
• Contribute to business meetings and report on issue status.
• Develop support plan to prioritize and resolve multiple issues.
• Monitor assigned email boxes for issue triage and resolution.
• Perform provider outreach, track performance metrics of outbound email campaigns and generate reports to demonstrate the performance of outbound initiatives.
• Support quality assurance and auditing initiatives by executing test cases/audit instructions to ensure system quality and reliability.
• Use critical thinking to see the big picture, determine the problem and understand fundamental parts of the problem.
• Serve as secondary administrator for the CAQH learning management system (LMS).
• Assist with Product audits and Domain Table updates.
• Other Operational duties as assigned.

Skills:

• Strong critical thinking skills.
• Ability to drive components of large multi-functional projects.
• Self-starter with strong initiative.
• Ability to adapt quickly.
• Experience/skills using Excel, PowerPoint, and Microsoft Word.
• Workflow management tool experience preferred (e.g. Salesforce, Microsoft Dynamics or another CRM, Jira and Confluence).
• Learning Management System tool experience preferred.

Experience:

• 1-2 years of experience in an operations role required.
• 1-2 years of project management experience preferred.
• Call center and vendor management experience preferred.

Education:

• Bachelor's degree preferred (business, healthcare administration, or technology) or equivalent work experience.

Supervisory Responsibility:

• None.

WHO WE ARE

Named one Modern Healthcare's "Best Places to Work," CAQH has helped nearly 1,000 health plans, 2+ million providers, government entities and vendors connect, exchange information and operate more efficiently. CAQH technology-enabled solutions and its Committee on Operating Rules for Information Exchange (CORE) bring the healthcare industry together to make sharing business information more automated, predictable, and consistent. CAQH Insights researches opportunities to reduce the burden of manual processes in healthcare administration.

WHAT YOU GET

CAQH recognizes that its most important asset is its growing team of smart, creative, collaborative, forward-thinking and passionate professionals - and that a comprehensive employee benefits package is an important factor for them in choosing where to work. CAQH offers competitive compensation along with an extensive benefits package for all full-time employees, including medical, dental and vision coverage, tuition assistance and a 401k. We offer full-time remote work to all staff from any location and maintain a physical office in downtown Washington, DC.

At CAQH, we are proud of our active commitment to Diversity, Equity, and Inclusion (DEI). Our DEI committee works diligently to foster an inclusive workplace where all individuals are valued, respected, and empowered. We embrace diverse perspectives and are dedicated to providing equal opportunities for everyone to thrive. Join us in our mission to transform healthcare through innovative technology solutions while making a positive impact on the lives of diverse communities.

CAQH is an equal opportunity employer. It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all personnel actions, without regard to race, color, religion, sex, national origin or ancestry, age, marital status, disability, protected veteran status, personal appearance, sexual orientation, gender identity or expression, familial status, family responsibilities, matriculation, political affiliation, genetic information, source of income, place of residence, or any other characteristic protected by law. CAQH will not tolerate any unlawful discrimination and any such conduct is strictly prohibited.

Applicants have rights under the Family Medical Leave Act (FMLA), Equal Employment Opportunity (EEO), and the Employee Polygraph Protection Act (EPPA). If you are interested in applying for employment with CAQH and need an accommodation to apply for a posted position, contact CAQH Human Resources at 202-517-0436.

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