Business Operations Specialist

At Zelis we Get Stuff Done. So lets get to it!

A Little About Us

Zelis is modernizing the healthcare financial experience across payers providers and healthcare consumers. We serve more than 750 payers including the top five national health plans regional health plans TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify optimize and solve problems holistically with technology built by healthcare experts driving real measurable results for clients.

At Zelis AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo accelerate innovation and amplify their impact. This is a place for builders with a growth mindset who act with agility embrace change and use modern technology to shape smarter solutions exceptional experiences and the future of our industry for our clients customers and our culture.

A Little About You

You bring a unique blend of personality and professional expertise to your work inspiring others with your passion and dedication. Your career is a testament to your diverse experiences community involvement and the valuable lessons youve learned along the way. You are more than just your resume; you are a reflection of your achievements the knowledge youve gained and the personal interests that shape who you are.

Position Overview

Position Overview

The Business Operations Specialist plays a central role in how the Zelis Implementation team operates governs work manages operational risk and scales effectively. This role owns and improves the teams operational governance rhythms reporting processes ticket oversight initiative tracking and AI-enabled workflows that help leadership make informed decisions and keep the organization aligned around shared priorities.

The primary duty of this role is to evaluate operational data assess risk across initiatives and systems determine what requires escalation or leadership attention and recommend practical improvements to strengthen team execution. Operating independently within established priorities this person exercises judgment on what to act on what to monitor and what to bring to leadership without requiring step-by-step direction. This role requires independent judgment cross-functional coordination analytical thinking and a continuous improvement mindset. Success comes from the ability to identify operational risk before it surfaces as a problem distinguish meaningful signals from routine activity and provide decision support to Implementation leadership in a fast-moving environment.

Key Responsibilities

Operational Governance & Decision Support

• Own the Implementation teams operational governance rhythm ensuring leadership and team members are aligned around the right priorities risks decisions and follow-up actions.

• Evaluate operational data reporting inputs initiative updates ticket trends and team activity indicators to identify risks dependencies gaps or issues requiring leadership attention.

• Determine which operational issues require escalation continued monitoring or independent follow-up based on business impact urgency and potential risk to Implementation execution.

• Prepare leadership-ready summaries status updates and decision-support materials that clearly communicate key risks open decisions progress trends and recommended actions.

• Recommend and implement improvements to governance routines reporting processes escalation paths communication practices and recurring operating cadences as team needs evolve.

Product & IT Ticket Oversight

• Design build and own the Implementation teams ticket oversight program across Product and IT systems establishing the framework monitoring criteria escalation thresholds and reporting cadences from the ground up then driving ongoing execution refinement and leadership visibility as the program matures.

• Evaluate IT support ticket dashboards on a recurring basis assessing patterns and stress indicators such as elevated critical volume aging unassigned tickets threshold breaches recurring themes or other signals of operational risk.

• Monitor implementation-impacting Product development tickets in Jira maintaining visibility into the open queue and identifying items that may affect implementation timelines client readiness operational stability or team execution.

• Facilitate recurring prioritization discussions with Implementation leadership by preparing relevant analysis surfacing newly identified risks capturing decisions and driving follow-through on next steps.

• Partner with leadership to refine escalation thresholds monitoring criteria reporting views and coverage areas as team needs and system capabilities evolve.

Initiative Tracking & Team Enablement

• Own the teams internal initiative tracking process ensuring current visibility into initiative status owners timelines dependencies risks and upcoming decision points.

• Assess initiative health ahead of review cycles identify workstreams at risk of falling behind and surface prioritization recommendations or follow-up actions to leadership.

• Proactively engage initiative owners to gather updates clarify risks identify blockers and ensure leadership has an accurate view of progress and areas requiring attention.

• Own the operational structure and ongoing effectiveness of the teams Confluence and SharePoint spaces ensuring information is organized current accessible and aligned to team operating needs.

• Identify gaps in existing documentation process resources onboarding materials or team knowledge repositories and recommend improvements to strengthen consistency and scalability.

• Serve as a resource to team members on operational processes tools and documentation practices providing guidance on established workflows and helping others navigate team systems effectively.

AI-Enabled Operations & Continuous Improvement

• Own and improve the Implementation teams AI-assisted workflows including reporting automation documentation generation administrative task support and other processes that improve operational efficiency.

• Proactively identify opportunities to apply AI tools such as Claude ChatGPT or equivalent technologies to streamline recurring coordination reporting communication documentation and governance tasks.

• Develop document and refine new AI-enabled workflows as team needs evolve partnering with leadership to evaluate effectiveness manage responsible use and scale successful approaches.

• Recommend enhancements to existing workflows templates reporting methods and documentation practices to reduce manual effort and improve consistency accuracy and speed.

Operational Continuity & Team Support

• Maintain the operational infrastructure that keeps the Implementation team running smoothly including meeting cadence calendar management time-off and go-live visibility report distribution onboarding coordination and event logistics exercising judgment on how these processes are structured sequenced and improved over time.

• Identify inefficiencies or gaps in recurring operational processes and recommend adjustments that improve consistency reduce manual effort and better support team and leadership needs.

Education / Experience

• Bachelors degree preferred; a focus in Business Operations Communications Information Systems or a related field is preferred.

• 35 years of experience in an operations business operations program support implementation support project coordination or comparable role in a fast-paced professional services technology or healthcare environment.

• Demonstrated experience managing multiple concurrent workstreams with a high degree of organization reliability and independent follow-through.

• Experience interpreting operational data identifying risks or trends and making sound judgment calls about what to act on what to track and what to escalate.

• Strong written communication skills with the ability to produce clear professional-quality summaries reports status updates and team-facing communications.

• Proficiency with tools such as Jira Confluence Smartsheet SharePoint and Microsoft Office.

• Hands-on experience using AI tools such as Claude ChatGPT or similar technologies to support work tasks; demonstrated comfort integrating AI into day-to-day operations is required.

Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.

Location and Workplace Flexibility

Zelis is headquartered in the U.S. with multiple locations across the country and in Hyderabad India. Check out our locations to learn more about our offices. All employee work locations are based on the needs of the position and are determined by the Leadership -office work and activities vary based on work and team objectives in accordance with Company policies.

While location expectations vary by role candidates within approximately 50 miles of a U.S. office are generally preferred to support collaboration when needed. Our hybrid approach is flexible and in-office presence is guided by team and business needs rather than a fixed weekly schedule.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified 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 welcome applicants from all backgrounds and encourage you to apply even if you dont meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

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 .

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities duties and skills from time to time.