The primary job responsibility will be service calls and tickets associated with provider-level access to Zelis’ products.
The Representative will be tasked with inbound and outbound business-to-business healthcare provider validation and troubleshooting for Provider access-related challenges, such as Multi-Factor Authentication, Passwords, Security Questions, and Admin changes.
The Representative should be a skilled communicator who can articulate processes with clients and be constantly aware of risk.
Responsibilities :
- Verify that change requests, such as Administrator changes and / or security question changes by clients, adhere to established standards.
- Routinely monitors existing accounts and relationships for potential risk exposure to the company and assists leadership in mitigating losses.
- Understand the scope of the services Zelis provides its clients and the threat landscape that may disrupt these services.
- Flags account needing additional information or further review
- Ability to navigate multiple servicing systems for account reviews and client support
- Ability to prioritize tasks to meet deadlines
- It helps to continually define user access policies, standards, roles, and procedures for security, efficiency, and scalability.
Through data gathering and analytics, it also identifies and manages risk, payment, and operations across all components of the customer lifecycle.
- Aid in documenting ARMS control gap findings, impacts and recommendations to management
- Additional primary duties will be assigned as required.
Experiences / Background :
- Highly analytical and comfortable working within defined SLA’s
- Ability to understand and communicate new processes, ability to adapt to change, and respond effectively in a fast-paced and deadline-focused environment
- Proficiency with MS Office Programs, specifically Word, Excel, and Outlook
- Demonstrated commitment to continuous learning via training and self study, especially in areas related to security and risk.
Excellent verbal communication
- Experienced in reporting and documentation
- Outstanding grammar and writing skills
- Strong telephone and customer service skills
- Experience with tools like JIRA, Jira Service Desk, Atlassian Access, and Confluence is preferred.
- Demonstrated experience with IT controls design and implementation and or troubleshooting is preferred
- High School Diploma, associate degree in Cybersecurity, Information Systems, or Computer Science are preferred
- 1 to 3 years of experience in fraud / risk, information security, or IT is preferred
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