Operations Specialist (Remote Option)

Position eligible for – 

• Annual incentive bonus plan
• Medical, dental, and vision insurance with low deductible/low cost health plan
• Generous vacation and sick time accrual
• 12 paid holidays
• State Retirement (pension plan)
• 401(k) Plan with employer match
• Company paid life and disability insurance
• Wellness Programs
• Public Service Loan Forgiveness Qualifying Employer

See attachment for additional details. 

Office Location:  Remote Option

Projected Hiring Range:  Depending on Experience

Closing Date:   Open Until Filled

Primary Purpose of Position: This position assists with managing the various operational needs of the organization including, but not limited to, overseeing the NCDHHS Help Center Tickets assigned to Partners, the PCDU documents posted by NCDHHS, and various tracking and project management needs. 

Role and Responsibilities:  

• Monitors incoming Help Center Ticket system and assigns to appropriate department and/or individual for disposition
• Screen and route materials based on content
• Informs departments and SME of pending ticket information and prompts deadlines for follow up by stakeholders for proper handling of a variety of member-related issues reported.
• Provides support to departments for uploading of reports and data on a regular basis.
• Assists in developing key indicator reports and performance data in a meaningful manner for LME/MCO monitoring, planning, and reporting functions.
• Facilitates tracking of issues and reports trends 
• Gathers data and submits reports to PCDU per contract specifications
• Assists with assessing agency information needs and make recommendations, as appropriate
• Works independently and with others to develop accurate and useful reports, tools, and resources to promote a qualitative and quantitative data driven organization
• Assists in identifying, analyzing and reporting on trends and performance outcomes as designated
• Maintains resource materials and data files necessary to carry out departmental responsibilities
• Gathers data related to LME/MCO goals and makes recommendations for reporting data for use as management tools
• Performs validation of data for published reports
• Provides technical assistance to departments, as appropriate
• Participates in committees as assigned
• Performs other related duties as assigned

Knowledge, Skills and Abilities:

• Working knowledge of data extraction methodologies
• Strong problem-solving, organizational, and analytical skills
• Strong interpersonal and communication skills, both orally and in written form
• Ability to apply appropriate judgement and discretion in interpreting and presenting data
• Ability to think within a quality systems framework
• Ability to work in a highly collaborative environment as well as independently
• Ability to prioritize work to meet deadlines
• Ability to present complex data and information to varying audiences, both internal and external, in a professional and clear manner
• Ability to apply appropriate judgment and discretion in interpreting and reporting of data
• Ability to maintain confidentiality of sensitive information
• Ability to summarize analytical results graphically and numerically in Microsoft Excel, PowerPoint, and ability to utilize various software products
• Proficiency in pivot tables, macros, and Excel formulas 
• Ability to summarize analytical results graphically and numerically in Crystal Reports, Microsoft Excel, PowerPoint and applicable software products
• Knowledge of and ability to work with Healthcare Effectiveness Data and Information Set (HEDIS) reference materials and other national quality improvement standards and resources
• Ability to establish and maintain effective working relationships with colleagues, providers, community agencies, State and local officials, and other LME/LME/MCO stakeholders

Education/Experience Required: Bachelor’s Degree and two (2) years of related experience. 

Education/Experience Preferred:  N/A

Licensure/Certification Requirements: None