Account Service Representative (PINS)

At Zelis, we Get Stuff Done. So, let’s 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.

  

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 you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.

Position Overview

The Account Services Representative will report to the Account Servicing Supervisor as part of the Zelis Fraud (Payee Identification and Network Security - PINS) department. The primary job responsibility will be service calls and tickets associated with Provider level access to Zelis’ products. The Specialist will be tasked with inbound and outbound business-to-business healthcare provider validation and troubleshooting for Provider access-related challenges, such as Multi-Factor Authentication, Passwords, Security Questions, and Admin changes. The Specialist should be a skilled communicator who can articulate processes with clients and be constantly aware of risk.

What You’ll Do

• Verify that change requests, such as administrator changes and/or security question changes by clients, adhere to established standards.  

• Routinely monitors existing accounts and relationships for potential risk exposure to the company and assists leadership in mitigating losses.  

• Understand the scope of the services Zelis provides its clients and the threat landscape that may disrupt these services.  

• Flags account needing additional information or further review.

• Ability to navigate multiple servicing systems for account reviews and client support.

• Ability to prioritize tasks to meet deadlines.

• Continuously define user access policy, standards, roles, and procedures for security, efficiency, and scalability.

• Identify and manage risk, payment, and operational, across all components of the customer lifecycle through data gathering and analytics.

• Aid in documenting control gap findings, impacts and recommendations to management.  

• Additional primary duties will be assigned as required. 

What You’ll Bring to Zelis

• 1-3 years of experience in customer service or related field.

• Analytical mindset and comfortable working within defined SLA’s.

• Ability to understand and communicate new processes, ability to adapt to change and respond effectively in a fast-paced and deadline-focused environment.

• Proficiency with MS Office Programs, specifically Word, Excel, and Outlook.

• Demonstrated commitment to continuous learning via training and self‐study, especially in areas related to security and risk.

• Excellent verbal and written communication.

• Experienced in reporting and documentation.

• Strong telephone and customer service skills.

• Experience with tools like JIRA, Jira Service Desk, Atlassian Access, and Confluence is preferred. 

• Demonstrated experience with IT controls design and implementation and or troubleshooting is preferred.

• A high School Diploma or associate's degree in Cybersecurity, Information Systems, or Computer Science is preferred.

• Experience in fraud/risk, information security or IT is preferred.

Location and Workplace Flexibility

We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture, and all our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in acc