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About Us

Operations Coordinator

JOB SUMMARY


The Operations Coordinator leads day-to-day monitoring of operational performance and processes of the DDMA program. The incumbent will serve as a key subject matter expert with knowledge of eligibility, enrollment, and other support functions, and will work closely and collaboratively with the vendor(s) responsible for function delivery.
 

 

PRIMARY JOB RESPONSIBILITIES
 

  • Working with team leaders, managers, and department heads to learn departmental needs and goals.
  • Monitoring all functional performance and operational procedures such as KPI monitoring, contract compliance, and internal employee engagement.
  • Provide support and coordination on various projects and activities related to operational performance, including performance improvement efforts.
  • Monitor Standard Operation Procedures (SOPs) to ensure that documentation is updated as processes are changed and improved.
  • Support oversight of operational performance, both quantitative and qualitative, to assess needed operational improvements.
  • Support development and/or review of training and communication materials.
  • Identify, research, and report unique and urgent issues, via established escalations paths, in a timely and professional manner, including providing guidance on actions needed for resolution.
  • Participate in Quality Assurance Activities such as call monitoring, case reviews, and calibration sessions.
  • Collaborate with vendors to address and remediate gaps and challenges.
  • Assist with other operations activities as needed and assigned.

 

JOB QUALIFICATIONS

 

Required

  • Bachelor’s degree or higher in business management or related field.
  • Minimum of 2 years-experience experience as an Operations Coordinator or similar role.
  • Service mindset approach and ability to act as a trusted advisor.
  • Good time management, prioritization, and multitasking abilities.
  • Excellent interpersonal skills to build strong relationships with colleagues.
  • Effective communication, including speaking, writing and active listening.
  • Able to give and receive feedback and constructive criticism from a variety of channels.
  • Excellent strategic planning and problem-solving skills.

 

Preferred

  • Experience navigating health/dental coverage procedures and applications/systems.
  • Experience in vendor management.
 

PHYSICAL AND ENVIRONMENTAL CONDITIONS
 

  • Incumbent must be able to communicate effectively.
  • Ability to operate personal computers and related technologies.
  • Incumbent works primarily in a remote or private or shared office environment.


Submit your resume here.

 

The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform this position. 

** In accordance with Delta Dental of Massachusetts’ Compliance Plan, all employees must conduct Delta Dental of Massachusetts business and activities in accordance with applicable laws, regulations, professional standards, and ethical standards and report potential compliance or ethical issues to Delta Dental of Massachusetts’ designated Compliance Officer. ** 

Delta Dental of Massachusetts’ Affirmative Action Program affirms our commitment to make reasonable accommodations for known physical or mental limitations of otherwise qualified individuals with disabilities or special disabled veterans unless the accommodation would impose an undue hardship on the operation of our business and activities. Please see Human Resources for additional information regarding this program.