This position will work closely with supporting the Business Process Analysts. This role is responsible for leading quality initiatives enterprise wide as it impacts the Service Center. Develops and maintains policies, procedures, and workflows. Identifies and implements methods that will increase organizational effectiveness of quality framework in these departments. This role supports the development of work standards and establishment of performance metrics. Acts as the primary liaison with and between other enterprise business units. Exchanges information with staff, vendors, managers and executives, offering assistance in addressing multi functional business unit needs. In addition, this position is responsible for mentoring employees on key quality principles and concepts as it relates to processes and workflows.
Creates the necessary work flows, policies, procedures and job aids to carry out key line functions and reduce errors.
Assesses and improves existing policies, practices, and procedures in support of department and enterprise goals
Implements new and revised policies, practices and procedures.
Support the development of production and quality standards as it relates to processes and workflows.
Provides forms and letter management.
Updates and distributes electronic job manuals which includes maintaining the business management system
Assists with integrating business process work flows with technology and systems.
Reviews system business requirements and provides feedback to ensure business needs are met as it relates to processes and workflow.
Involved in the establishment of identifying and implementing efficiencies through technology or process improvement.
Assists in the development of user acceptance testing cases and activities. Incorporates proper audits and controls into workflows.
Assists in the development of staffing models to determine FTE needs.
Assists with the design, content development, implementation, and delivery of training programs, as appropriate.
Develops and prepares necessary reports and manuals, as required.
Represents unit on various projects and committees, as assigned.
Maintains confidentiality of all information processes.
This description identifies the responsibilities typically associated with the performance of the job. The percentage of time in any responsibility may vary between positions. Other relevant essential functions may be required.
Bachelor's degree in insurance, business or related field. Combination of education and experience may be considered in lieu of degree.
Three years of experience in insurance operations, such as customer service processing, quality audits or audit, which provides the relevant skills, knowledge and abilities.
SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:
Ability to read, analyze and interpret policy documents, technical and financial information, and procedure manuals.
Excellent oral and written communication skills.
Knowledge of internal controls and audit concepts.
Ability to establish good working relationships at all levels of the organization, especially internal customers and to resolve conflicts in a professional manner.
Ability to manage multiple priorities, establish work flows and meet necessary deadlines.
Knowledge of operational procedures and work flows.
Ability to comprehend the consequences of various problem situations and address them.
Ability and proficiency in the use of computers and Company standard software specific to position.
Ability to test/trouble shoot new software specific to the position.
Ability to maintain confidentiality as appropriate.
Excellent analytical and problem solving skills.
Knowledge of industry best practices related to workflow and document management.
Knowledge of staffing models.
Ability to create surveys and survey criteria.
Knowledge of project management.
Ability to develop production and quality standards.
Ability to collect relevant information, work with others to build consensus and implement decisions.
Ability to proofread documents for accuracy of spelling, grammar, punctuation, and format.
Ability to enter 50 wpm.
Knowledge of computers and word processing software.