Position Overview
As the Senior Director of Payment Operations, you'll report directly to the Senior Vice President of Growth & Operations. In this role, you'll be responsible for overseeing our department's efforts in researching, resolving, and reporting Level 2+ issues related to payments. You'll need to excel in managing workload and productivity within a case/ticketed queue environment, leading a global team to success. Understanding diverse processes, from backend technical interventions to client outreach, is essential. Success hinges on strict adherence to processes, driving continuous improvement for enhanced efficiency, and providing accurate reporting to high-profile stakeholders.
Key Responsibilities
Build and scale the Provider Operations team, equipping the team for growth (e.g., talent management, international team build out)
Clearly articulate target servicing metrics (e.g., time to resolve tickets) with a strong orientation towards positive Client and internal customer experiences
Develop standard operating processes and work flows that enable payment issue resolution; these should enable effective training and tooling for the team
Serve as a subject matter expert on complex payments workflows and proprietary payments systems to effectively supervise team and consult on initiatives that impact the teams' work
Actively monitor work queue and performance metrics to ensure team is meeting goals; communicate results and areas of concern to relevant stakeholders
Work closely with globalization, product, and development functions to identify opportunities to automate and drive efficiency; clearly articulate roadmap for growth
Serve as escalation point for high visibility, complex issues that require coordination across multiple departments, data analytics, and/or executive level updates
Ensure alignment and compliance with set policies and standards
Required Qualifications
Bachelor's degree in any business related discipline
5+ years of experience in tech-forward organization, ideally in fintech, software or healthcare
Experience working with geographically dispersed teams in a hybrid and/or fully remote work environment
Preferred Qualifications
Excellent communicator, both written and verbal, with the ability to communicate at all levels across the organization
Ability to build scalable processes to support the fast-moving needs of a growing organization
Strategic thinker that can work in a fast-paced environment and build tools to effectively manage team
Willingness to learn nuance and details in order to partake in deep problem solving
#LI-RZ1
#LI-Hybrid
As a leading payments company in healthcare, we guide, price, explain, and pay for care on behalf of insurers and their members. We're Zelis in our pursuit to align the interests of payers, providers, and consumers to deliver a better financial experience and more affordable, transparent care for all. We partner with more than 700 payers, including the top-5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, over 4 million providers, and 100 million members, enabling the healthcare industry to pay for care, with care. Zelis brings adaptive technology, a deeply ingrained service culture, and a comprehensive navigation through adjudication and payment platform to manage the complete payment process.
Commitment to Diversity, Equity, Inclusion, and Belonging
At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.
Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
We encourage members of traditionally underrepresented communities to apply, even if you do not believe you 100% fit the qualifications of the position, including women, LGBTQIA people, people of color, and people with disabilities.
Accessibility Support
We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email
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