LansingRecruiter Since 2001
the smart solution for Lansing jobs

IT Customer Operations Consultant - REMOTE

Company: Highmark Health
Location: Lansing
Posted on: September 23, 2022

Job Description:

**Company :**HM Health Solutions**Job Description :****JOB SUMMARY**This job interacts with clients, consulting, vendors, third parties, and the client account team to collaboratively resolve escalated issues. The incumbent is responsible for effective consulting, negotiation, and problem solving to ensure a quality customer experience as well as work flow. Manages escalations, disputes, re-prioritization, and crises. Works collaboratively with internal teams in coordination with external client to execute change management, optimizations, enhancements, and performance reporting.**ESSENTIAL RESPONSIBILITIES**+ Manage escalations by leading and summarizing discussions to explain and build understanding.Provide solutions and options, manage emotions, and act as the bridge between the customer and remediation team.Coordinate service delivery issue resolution and prioritize issues affecting services to the Client.+ Serve as the subject matter expert to problem solve in order to resolve business disruption.Provide expert consultation on applications and multiple, cross-platform, highly visible issues.Present and communicate strategies and solutions to leadership and the Client.+ Negotiate work request disputes utilizing knowledge of the system specifications and requested changes.Provide insights to the Client about the Organization's position.Help the client understand the difference between a defect and an enhancement and set expectations for resolution.+ Lead the schedule portfolio conversations when a Client wants to accelerate a schedule. Negotiate trade-offs to re-balance the schedule, as needed.Monitor releases for the client. Organize communication around the releases as needed.+ Seek to streamline and simplify opportunities to reduce the number of interactions and the number of duplicate, unneeded, or unknown customer reports/artifacts.+ Facilitate expediting customer responses to informational work requests.+ Other duties as assigned or requested**QUALIFICATIONS**Required+ Bachelor's Degree in Business Administration/Management, Information Technology, Information Systems or related field or 6 years of relevant, progressive experience in lieu+ 7 - 10 years in Project Management, Client Management, Consulting, IS/IT, Escalation, Dispute, and/or Crisis Management or Change ManagementPreferred+ Solid understanding of the clinical IT work environment is very helpful**KEY SKILLS**+ Negotiation+ Consensus Building+ Difficult Conversations+ Creative Problem Solving+ Communication Skills+ Presentation Skills+ Vendor Management+ Customer Service**_Disclaimer:_** _The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job._**_Compliance Requirement:_** _This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies._As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company's Handbook of Privacy Policies and Practices and Information Security Policy. Furthermore, it is every employee's responsibility to comply with the company's Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.EEO is The LawEqual Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity ( _\_files/employers/poster\_screen\_reader\_optimized.pdf_ )We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.orgCalifornia Consumer Privacy Act Employees, Contractors, and Applicants NoticeReq ID: J205752

Keywords: Highmark Health, Lansing , IT Customer Operations Consultant - REMOTE, Professions , Lansing, Michigan

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category

Log In or Create An Account

Get the latest Michigan jobs by following @recnetMI on Twitter!

Lansing RSS job feeds