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Appeals & Grievances Product Support Specialist
Company: HEARST
Location: Tampa, FL
Employment Type: Full Time
Date Posted: 01/19/2021
Expire Date: 04/02/2021
Job Categories: Advertising/Marketing/Public Relations, Architectural Services, Computers, Software, Construction, Mining and Trades, Engineering, Information Technology, Law Enforcement, and Security, Sales, Sports and Recreation, Executive Management
Job Description
Appeals & Grievances Product Support Specialist

Role Overview


The Complaints, Appeals, & Grievance (CAG) Product SME drives the success of customer implementation and production support to ensure expectations are met and ensures continued customer satisfaction. The selected candidate serves as the Product group’s interface to operations which includes Implementation, Production Support, Development, Configuration, Quality Assurance, Compliance, and other internal departments. The CAG Product SME provides product direction throughout the customer lifecycle to ensure a consistent customer experience and to maintain the integrity of the broader MHK platform.   ideal candidate has the passion and desire to create highly satisfied customers, analyze and improve the CAG product suite, advance their own knowledge, and help remove impediments so the team can consistently move forward.  This position is available for remote work.


 


Key Responsibilities



  • Work with internal MHK clients as the operations interface for Appeal & Grievance supporting implementation and production support for new and existing customer environments

  • Serves as the Product SME for CAG during meetings, including participating in customer meetings and understanding detailed customer requirements.

  • Responsible for leading business requirement gathering sessions with clients in conjunction with other MHK teams and managing customer-specific configuration workbook versioning and storage.

  • Troubleshoot application issues in MHK and client environments using knowledge of MHK applications and Appeals & Grievances business processes and regulations

  • Maintain accurate module configuration workbooks for “out of the box” product and ensure they accurately reflect MHK template environment. 

  • Testing application configuration and product functionality to ensure accuracy with specifications and/or product specifications with each release.  Perform User Acceptance Testing, Quality review for production environments and following established release management processes.

  • Assists in developing future Product Roadmap item with the rest of the CAG team.

  • Collaborate within a multi-disciplinary team to provide support for new and installed systems and to resolve issues.

  • Develop expertise in assigned Appeals & Grievances module to support Product Managers/Owners.

  • Work independently and as part of a team to plan, manage, and accomplish multiple tasks and assignments to meet required deadlines.

  • Up to 40% travel required.


Education/Experience



  • Bachelor’s degree preferred.

  • Relevant health care or product development experience can be used in lieu of the education requirement.

  • Knowledge of product lifecycle development and agile methodology. 

  • Experience in implementations, gathering and documentation of business requirements.

  • Experience with health plan products or managed care programs

  • Excellent written, verbal communication and interpersonal skills.

  • Experience in working with customers, clients, or vendor personnel of all management levels.

  • Proven ability to work effectively both independently and in a team environment.

  • Ability to work to multiple timelines and manage workload demands effectively.

  • Position can be Remote or based in Tampa, FL.

Contact Information
Contact Name:
Company Name: HEARST
Contact Email:
Website: https://eevd.fa.us6.oraclecloud.com...
Company Description:

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