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Operations Specialist/Service Manager
Cincinnati Metro Area
JN -092019-21840

About Cohesion
Cohesion is a leading IT staffing firm that empowers people and companies to thrive. We specialize in finding, retaining, and developing top IT talent for our clients. Cohesion’s has helped business leaders add value, drive growth, and achieve competitive advantage in the marketplace. Learn more at
Summary of Opportunity
Cohesion has an immediate need for a Operations Specialist for a 6 month contract with a client based in the Mason, OH area. 
Job Responsibilities:


Manage all aspects of Client Operational Support post-implementation for Resellers and Commercial clients. Responsibilities include implementation support and thought leadership for client initiatives, provide cross functional leadership for projects/issues, conduct client data analysis, understand operational processes and systems, and support client growth in partnership with the Account Manager. Drive process improvement for clients and internal operational teams (ex: membership, claims, call center, billing). Lead projects and organizational initiatives.

Key Responsibilities:
 Maintain proper internal controls and risk management with respect to membership processing & reconciliation, billing, and claims processing.
o Maintain the integrity of membership data in eligibility system.
o Has an analytical responsibility for resolution of member eligibility, claim and billing discrepancies.
o Responsible for ensuring constituent satisfaction, with creative thinking and quick response & resolution.
o Maintain a working knowledge of systems that include the claims and eligibility system, and constituent facing systems (Exclaim, eyeNET, member web, Call Center interface).
 Effectively manage client initiatives including:
o Overall management and execution of specific client operational projects: define scope, create project timeline with defined key deliverables, negotiate and complete business requirements, drive resolution of non-standard requests, and communicate status of outstanding issues to Client leadership teams.
o Provide complete and timely communication and reporting to manager related to client projects in process.
o Comply with standards of administration as defined by functional areas. Responsible for meeting deadlines as defined by clients and various functional areas.
 Drive client satisfaction:
o Lead the post-implementation operational support of operations issue resolution.
o Analyze, report and drive for resolution of membership, billing, and claims processing trends with the goal of improving effectiveness.
o Participate in client meetings to ensure understanding of client needs and provide operational guidance.
o Develop and maintain relationships with clients on multiple levels and across business lines
 Drive Key Performance Indicators:
o Ensure client operational changes are implemented for cross functional and client satisfaction.
o Ensure backup plans are developed and implemented to effectively respond to unplanned situations within standards.
Minimum (Required) Qualifications:
 Bachelor’s Degree or equivalent experience
 3 years client-facing experience
 2 years’ experience in an operational liaison role
 Strong B2B customer service focus
 Strong written and verbal communication skills
 Ability to troubleshoot, analyze and problem solve on projects and data issues
 Ability to work well independently, under pressure and multi-task
 Knowledge of Microsoft, including advanced MS Excel and MS Access
 Knowledge of query reporting and large scale data analysis

Preferred Qualifications:
 Understands third party benefits and administration
 Project management experience with internal and external customers

To apply, please send your resume to
Cohesion is an IT Services Firm dedicated to advancing the careers of IT Professionals.  We work with some of the most recognized companies in the country to place IT professionals that stand out amongst their peers.  Talented individuals need challenging opportunities. To discover your next great opportunity and begin to build a career path, contact us today.

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