Job
Description
About Aptia Founded to shape the future of pensions, health, and insurance solutions, Aptia is a leading professional services firm dedicated to simplifying complexity for businesses and individuals. We bring together cutting-edge technology and deep industry expertise to help organisations navigate an evolving landscape with clarity and confidence. With a presence in the US, UK, India, and Portugal, we support over six million people and more than 1,100 clients, delivering solutions that drive efficiency, enhance financial security, and provide peace of mind. Our strength lies in the combination of smart technology and expert teams, ensuring that managing pensions, health, and insurance is more effective. By focusing on innovation, accessibility, and client success, we help businesses take care of their people, so they can focus on what they do best. And we are expanding. Aptia Group is not only fueled by our investors' backing but also by our commitment to foster the growth and success of our people. At Aptia, we're investing heavily in learning and development, paving unique career paths for our colleagues. Specialist. Responsive. Thoughtful. Our values aren't just words; they are the backbone of our business. Our team embodies our values daily, to surpass client expectations, evolve constantly and nurture genuine relationships for the long-term. Job requirements Duties and Responsibilities (Level 2) Accurately input case details, notes, and updates into case management systems and databases. Ensure that all client information is handled confidentially and in accordance with HIPAA and other applicable regulations Review case data for completeness, consistency, and compliance with organizational policies and healthcare standards Identify patterns in case data that may suggest opportunities for process improvement or service enhancements. Track service delivery timelines to ensure clients are receiving care within appropriate timeframes Participate in team discussions and brainstorming sessions aimed at improving the case management process Help with the development and implementation of new processes or tools to enhance client service delivery and case management efficiency Work closely with the client delivery team to ensure that client-specific goals and requirements are met Provide administrative support to ensure the smooth execution of client contracts, service agreements, and deliverables Help track client satisfaction, flagging any issues or feedback to the appropriate teams for resolution Performs an appropriate level of regular evaluations. Provide backend customer service support Tracks, assists, and verifies appropriate steps have been made to resolve corrections in a timely manner. Attends Huddles/Product meetings Coordinates and/or participates in calibrations Provides ongoing colleague coaching and performance feedback orally and written Additional for ‘’level 2s’’ Participates in improvement projects (small & medium) Leads small internal quality enhancement projects (within team or assigned BU) Visually maps and captures the key steps and critical to quality requirements of the work processes/call flows being evaluated Assists business with creating, updating, and reviewing guidance/procedures in Knowledge Base to ensure alignment with to quality standards Note: Applicants should be flexible working in shifts What you need to have: Knowledge & Skills: US Health Domain knowledge is must Exceptional written & verbal communication skills Ability to manage time effectively and work on multiple tasks simultaneously. Intermediate Microsoft Word, Microsoft Excel and Microsoft PowerPoint skills Thrives in a client facing role Reporting MIS, Production data and work queue monitoring Eligibility: Minimum 3.5 years’ experience overall Minimum 12 months experience as a Specialist/Senior Analyst Should have at least “Meets Expectations/Ontrack” or equivalent rating in last appraisal Should not be under any Performance Continuity Plan, or had any official Disciplinary action within the last 3 months What makes you stand out? (Additional Skills & Competencies Needed) Adaptable communicator, facilitator, influencer, and problem solver High attention to detail Good relationship skills, Proven ability to work on own initiative as well as in a team Adaptable communicator, facilitator, and problem solver High attention to detail Ability to multi-task and prioritize time effectively Duties and Responsibilities (Level 2) Accurately input case details, notes, and updates into case management systems and databases. Ensure that all client information is handled confidentially and in accordance with HIPAA and other applicable regulations Review case data for completeness, consistency, and compliance with organizational policies and healthcare standards Identify patterns in case data that may suggest opportunities for process improvement or service enhancements. Track service delivery timelines to ensure clients are receiving care within appropriate timeframes Participate in team discussions and brainstorming sessions aimed at improving the case management process Help with the development and implementation of new processes or tools to enhance client service delivery and case management efficiency Work closely with the client delivery team to ensure that client-specific goals and requirements are met Provide administrative support to ensure the smooth execution of client contracts, service agreements, and deliverables Help track client satisfaction, flagging any issues or feedback to the appropriate teams for resolution Performs an appropriate level of regular evaluations. Provide backend customer service support Tracks, assists, and verifies appropriate steps have been made to resolve corrections in a timely manner. Attends Huddles/Product meetings Coordinates and/or participates in calibrations Provides ongoing colleague coaching and performance feedback orally and written Additional for ‘’level 2s’’ Participates in improvement projects (small & medium) Leads small internal quality enhancement projects (within team or assigned BU) Visually maps and captures the key steps and critical to quality requirements of the work processes/call flows being evaluated Assists business with creating, updating, and reviewing guidance/procedures in Knowledge Base to ensure alignment with to quality standards Note: Applicants should be flexible working in shifts What you need to have: Knowledge & Skills: US Health Domain knowledge is must Exceptional written & verbal communication skills Ability to manage time effectively and work on multiple tasks simultaneously. Intermediate Microsoft Word, Microsoft Excel and Microsoft PowerPoint skills Thrives in a client facing role Reporting MIS, Production data and work queue monitoring Eligibility: Minimum 3.5 years’ experience overall Minimum 12 months experience as a Specialist/Senior Analyst Should have at least “Meets Expectations/Ontrack” or equivalent rating in last appraisal Should not be under any Performance Continuity Plan, or had any official Disciplinary action within the last 3 months What makes you stand out? (Additional Skills & Competencies Needed) Adaptable communicator, facilitator, influencer, and problem solver High attention to detail Good relationship skills, Proven ability to work on own initiative as well as in a team Adaptable communicator, facilitator, and problem solver High attention to detail Ability to multi-task and prioritize time effectively How to apply If you are interested in this role, then we’d love to hear from you. Please go ahead and click apply and submit your resume with appropriate contact information. Aptia is committed to creating a diverse, inclusive and equitable work environment. At Aptia, fostering an equitable and inclusive environment for all our people to flourish is a priority. We are an equal opportunity employer and aim to attract and retain the best people without attention to age, background, disability, ethnic origin, family duties, political affiliation, race, religion, gender and sexual orientation. If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to reach out to us.
