Key Responsibilities:
Partner and Stakeholder Communications
• Support and coordinate routine Claims communications with CMS, contractors, support organizations, and other HQR teams.
• Serve as a consistent point of contact for operational questions, requests, deliverables, and follow-up activities.
• Coordinate responses across Product, Engineering, and subject matter experts when requests require technical or policy input.
• Track partner requests, commitments, decisions, and outstanding actions through completion.
• Support communications related to Claims deliverables.
Team Inbox Management
• Own day-to-day management of Claims shared mailboxes and other centralized communication channels.
• Review, categorize, prioritize, and route incoming requests to the appropriate team members.
• Establish clear service expectations for acknowledgment, response, escalation, and closure.
• Maintain visibility into outstanding requests and follow up with owners when responses or actions are due.
• Identify recurring questions and opportunities to reduce inbound support through improved documentation or standardized communications.
ServiceNow and Support Operations
• Support Claims ServiceNow intake, triage, tracking, and follow-up.
• Partner with team leadership to ensure incoming incidents and support requests are reviewed, categorized, assigned, and prioritized appropriately.
• Work with Product and Engineering to distinguish support questions from defects, data issues, enhancement requests, and work requiring further investigation.
• Track issues through resolution and maintain communication with requestors and stakeholders.
• Support escalation of high-impact issues and ensure leadership has timely visibility into emerging risks.
• Monitor ServiceNow trends and provide reporting on intake volume, aging, resolution status, recurring issues, and areas requiring additional attention.
Operational Coordination
• Maintain a consolidated view of Claims partner requests, support activities, communications, and open operational actions.
• Coordinate handoffs between Claims and other HQR teams while identifying opportunities to simplify or eliminate unnecessary handoffs.
• Support recurring Claims operational meetings by preparing status information, documenting decisions, and tracking follow-up actions.
• Partner with Product leadership to ensure significant support trends and stakeholder feedback inform backlog prioritization and planning.
• Coordinate operational activities associated with recurring deliverables, reporting cycles, and external dependencies.
Knowledge Management and Process Improvement
• Develop and maintain templates, standard responses, contact information, operating procedures, escalation paths, and partner communication documentation.
• Maintain documentation for recurring Claims support processes and ensure information remains current.
• Identify recurring manual processes, communication gaps, and unclear ownership and recommend improvements.
• Help establish measurable service standards for Claims support activities.
• Support knowledge transfer and continuity when responsibilities or team members change.