Operations Expert

Jobtailor; Virginia Beach (VA); On-site; USD 65,000 - 90,000; Full time

Job summary

Jobtailor is seeking an experienced Operations Trainer to provide technical direction and training across departments including operations, claims, and customer service. The role emphasizes guiding workflows, maintaining performance records, and fostering teamwork while ensuring accurate policies and procedures.

The ideal candidate will have strong Excel data analysis skills, experience with automated processing systems, and a proven ability to lead and mentor teams in a fast-paced environment.

Qualifications

• Proven experience in leading operational training and guiding workflows.
• Strong data analysis capabilities with advanced Excel skills.
• Experience with automated processing systems and electronic queues.
• Ability to mentor, coach, and lead teams in a fast-paced environment.

Responsibilities

• Provide technical direction and resources to operations, claims, customer service, or membership associates.
• Serve as a first-line resource for workflow and technical processes.
• Provide operational training.
• Answer associates’ day-to-day technical questions.
• Encourage a teamwork environment.
• Monitor inventory to ensure workflow remains uninterrupted.
• Handle complex case research and resolution.
• Review and maintain service-level, quality, accuracy, and productivity records.
• Review department policy and procedure manuals for accuracy.
• Collaborate with training to ensure procedures are accurate and complete.
• Handle calls, texts, and electronic queues while taking notes and speaking to customers.
• Perform other duties as assigned.

Skills

Operational Training

Advanced Excel Skills

Data Analysis

Technical Guidance

Leadership Experience

Tools

Automated Processing Systems

Electronic Queues

Facsimiles

Digital Tools

Job description

• Provide technical direction, guidance, and resources to operations, claims, customer service, or membership associates
• Serve as a first-line resource for workflow and technical processes
• Provide operational training
• Answer associates’ day-to-day technical questions
• Encourage a teamwork environment
• Monitor inventory to ensure workflow remains uninterrupted
• Handle complex case research and resolution
• Review, interpret, and maintain service-level, quality, accuracy, and productivity records
• Review department policy and procedure manuals for accuracy
• Work with the training department to ensure procedures and policies are accurate and complete
• Handle calls, texts, facsimiles, and electronic queues while taking notes and speaking to customers
• Perform other duties as assigned

Requirements

• High school diploma or equivalent
• Minimum of 5 years of related experience
• Minimum of 3 years of directly related experience and expertise with company-relevant automated processing systems
• Any combination of education and experience providing an equivalent background
• Ability to multitask while handling calls, texts, facsimiles, and electronic queues
• Proficiency maintaining focus during extended periods of sitting
• Ability to work in a fast-paced, high-pressure environment
• Strong verbal and written communication skills
• Attention to detail
• Critical-thinking and problem-solving skills
• Empathy and persistence in resolving caller issues
• Comfort and proficiency with digital tools and platforms
• Ability to work a structured Monday-Friday schedule with occasional overtime or flexibility
• Ability to work from the office as necessary
• Previous leadership experience preferred
• Advanced Excel skills and data analysis experience strongly preferred
• Training, development, coaching, and mentoring experience strongly preferred
• For URAC-accredited areas: strong oral, written, interpersonal, problem-solving, facilitation, and analytical skills
• Candidates must reside within a reasonable commuting distance from the posting location(s), unless accommodation is granted as required by law
• New candidates in certain patient/member-facing roles must become vaccinated against COVID-19 and Influenza, unless an acceptable explanation is provided

Core Competencies

Demonstrates expertise in operational training, technical guidance, and workflow management while fostering a collaborative environment. Proficient in data analysis, advanced Excel skills, and maintaining service-level standards in a fast-paced setting.

Highest-signal resume keywords

• Operational Training
• Advanced Excel Skills
• Data Analysis
• Technical Guidance
• Leadership Experience

Hard Skills

• Automated Processing Systems
• Data Analysis
• Excel Proficiency
• Workflow Management
• Technical Problem-Solving

Soft Skills

• Strong Verbal Communication
• Attention to Detail
• Critical Thinking
• Empathy
• Teamwork

Industry Keywords

• Service-Level Standards
• Quality Records
• Policy and Procedure Manuals
• Customer Service
• Claims Management

Tools & Technologies

• Digital Tools
• Electronic Queues
• Facsimiles