Job Information
Penn National Insurance Operations Support Specialist - 70351 in Harrisburg, Pennsylvania
Operations Support Specialist - 70351
DESCRIPTION/RESPONSIBILITIES: Penn Nations Insurance has a great opportunity for an Operations Support Specialist (Claims) to join our team! This is a hybrid position reporting to the Harrisburg, PA Home Office.
The Operations Support Specialist is responsible for designing, developing, coordinating, and implementing automated & non-automated solutions that resolve operational problems and maximize the benefits derived from business opportunities. Responsibilities include managing projects that are crucial to achieving operational and strategic initiatives, such as enhancing service, improving productivity, increasing quality, and maintaining profitability.
COMPETENCIES AND ESSENTIAL DUTIES OF THE OPERATIONS SUPPORT SPECIALIST (CLAIMS) Business Acumen Developing Solutions * Creates detailed business requirements, using the best combination of text, diagrams, models, matrices, etc, to develop and implement solutions to business needs. * Participates in outlining and creating post-production methods of validating the return on investment of implemented enhancements. * Provides training and assistance to staff on new and enhanced systems, workflows, and processes. * Develops job aid materials, procedures, workflows, user manuals, training guides, presentations, and other documentation regarding planned and strategic projects. * Assists division in the budgeting process.
Negotiation Developing Solutions * Selects best approach to complete assignments and gains buy-in on approach for each assignment. * Uses sound logic, data and analytics to justify and recommend solutions. Heavily influences final decisions.
Managing Implementation * Manages conflicts and negotiates to maintain consensus on solution scope, time, and cost.
Results Oriented Developing Solutions * Creates test plans, test matrices, acceptance criteria and use cases to validate and verify the developed solutions. Time & Priority Management Developing Solutions * Coordinates the testing efforts on assigned projects. * Participates in division audit review functions and activities.
Managing Implementation * Creates and maintains project timelines and work plans. * Defines project tasks and resource requirements. * Defines roles and responsibilities for assigned resources.
Decision Making Developing Solutions * Identifies, develops and integrates new and existing operational and strategic initiatives, including: quality, service, productivity, profitability, management information and expense management. * Develops strategies and proposals to meet and solve operational challenges and issues. * Conducts market research for new vendors and systems, in regard to identifying solutions to business issues. * Using a variety of tools and techniques completes research and analysis into defined business issues, to gather the information that is needed to develop solutions. * Develops and proposes operational solutions, prioritizes requirement components, researches and analyzes costs, benefits and risks of proposed solutions. * Designs and creates ad hoc reports for the purpose of making business decisions. * Troubleshoots and resolves production issues/problems. * Defines project tasks and resource requirements.
Managing Implementation * Directs & supports project teams including both on site resources and external resources. * Tracks, monitors, and controls project deliverables and creates status reports for stakeholders. * Initiates preventative / corrective measures to ensure assignments stay on track. * May manage the day-to-day duties of production support team members or project team members to possibly include providing input on their performance.
Performs various projects requested or assigned by the supervisor/manager
CORPORATE CORE COMPETENCIES OF THE OPERATIONS SUPPORT SPECIALIST (CLAIMS)
Effectively Communicates and Connects * Communicates and negotiates effectively with peers regarding work outcomes. * Influences by making a strong case, bringing other people on the team to understand the presented viewpoint. * Provides feedback and is clear when disagreeing with an approach; offers suggestions for improvement. * Attentively listens and asks clarifying questions and paraphrases to enhance understanding. * Build and nurture positive relationships within the workplace.
Customer Focused * Identifies explicit and implied customer needs. * Asks probing questions to fully understand business requirements.
Talent Development Mindset * Discuss technical and professional development with peers to gain suggestions for further development. * Actively seek and act on opportunities to recognize peers for high performance.
Demonstrates Adaptability * Contributes to progressive thinking within the team by posing questions that challenge traditional methods or processes. * Proposes ideas and suggests new approaches to tackling own work tasks and issues in a better way to drive organization success. * Participates in and actively supports change initiatives and provide ideas to promote their success.
Demonstrates Accountability * Applies judgment in making decisions about own work and takes responsibility for actions. * Demonstrates reliability by producing steady work results and delivering on commitments to team members on time. * Takes responsibility for regularly seeking and applying feedback and actively learning from errors and setbacks. * Understands the mission of the organization.
SPECIAL RELATIONSHIPS FOR THE OPERATIONS SUPPORT SPECIALIST (CLAIMS) * Direct contact with both internal and external resources * Internally: Penn National employees including those within business and technical units, line and staff operations, and executives * Externally: agents, vendors, state agencies, and customers * Ability to interact with all levels of authority within the organization. * Ability to be sensitive and effective in both listening and communicating with end users
Education/Credentials * Bachelor's Degree, or equivalent work experience required * Continuing education in insurance related courses preferred
Experience * Minimum of 3-years' experience in a business environment, in a technical or analytical role; insurance industry preferred
Technical/Professional Knowledge * Demonstrated research and problem-solving skills * Proficiency in utilizing data and analytics in making business decisions * Effective verbal, written and listening communication skills, for exchanging routine and non-routine information with people inside and outside of the company * Excellent interpersonal skills that build, maintain and foster productive relationships to assist in meeting goals and achieving results, with the ability to effectively direct and coordinate the activities of others within a designated project or team * Excellent training and presentation skills * Proficiency with personal computers, spreadsheets Microsoft Office Suite and database