PINS Account Specialist, Team Lead

Zelis is seeking a PINS Account Specialist, Team Lead in Hyderabad, India. This full-time role involves managing fraud, onboarding, and account servicing for Zelis clients, acting as a Subject Matter Expert, guiding team members, and ensuring efficient work distribution. The specialist will assist providers with registration, authentication, and account ownership, troubleshoot issues, and maintain high standards of customer service and security. The position requires strong communication, analytical skills, and proficiency in MS Office.

Must Have

• Act as the Subject Matter Expert (SME) for verification and account servicing matters, including current and legacy portals.
• Guide and mentor team members on process protocol and product information.
• Ensure effective distribution of work queues and serve as the first level of escalation as needed.
• Assist providers in completing registration and enrollment requirements for direct deposits, authentication issues, and securing appropriate ownership of their accounts.
• Complete day-to-day transactions, including complex tasks; seeking guidance from leadership when unable or unclear how to resolve.
• Clearly articulate to Supervisor and/or leadership common issues and provides recommendations to suggest process improvements on the team.
• Monitor the status of agents within the work queue, reaching out as needed for assistance.
• Review team KPIs and productivity, assisting with coaching junior team members to meet goals.
• Assist in monitoring calls and ensuring best level of customer service being provided by team members, as requested.
• Understand the scope of the services Zelis provides its clients and the threat landscape that may disrupt these services.
• Maintain awareness of and ensure adherence to Zelis standards regarding privacy and security, for yourself and your team.
• Flag accounts needing additional information or further review, including suspicious interactions requiring Fraud review.
• Contact Providers by phone to collect information needed to verify or update their accounts.
• Respond to basic questions, by phone or secure mail messages, about specific Zelis products and services.
• Help to continually define user access policy, standards, roles and procedures for security, efficiency, and scalability.
• Troubleshoot and resolve customer issues in a professional and timely manner.
• Provide exceptional customer service, while remaining calm and professional in interactions.

Good to Have

• Associate degree/two years of college and over four years of work experience, preferred.

Perks & Benefits

• Hybrid work flexibility
• Comprehensive healthcare benefits
• Financial wellness programs
• Cultural celebrations

About Us

Zelis is modernizing the healthcare financial experience in the United States (U.S.) 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.

Why We Do What We Do

In the U.S., consumers, payers, and providers face significant challenges throughout the healthcare financial journey. Zelis helps streamline the process by offering solutions that improve transparency, efficiency, and communication among all parties involved. By addressing the obstacles that patients face in accessing care, navigating the intricacies of insurance claims, and the logistical challenges healthcare providers encounter with processing payments, Zelis aims to create a more seamless and effective healthcare financial system.

Zelis India plays a crucial role in this mission by supporting various initiatives that enhance the healthcare financial experience. The local team contributes to the development and implementation of innovative solutions, ensuring that technology and processes are optimized for efficiency and effectiveness. Beyond operational expertise, Zelis India cultivates a collaborative work culture, leadership development, and global exposure, creating a dynamic environment for professional growth. With hybrid work flexibility, comprehensive healthcare benefits, financial wellness programs, and cultural celebrations, we foster a holistic workplace experience. Additionally, the team plays a vital role in maintaining high standards of service delivery and contributes to Zelis’ award-winning culture.

Position Overview

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 US 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 PINS team centrally manages Fraud, Onboarding/Verifications, and Account Servicing for Zelis clients, addressing issues related to account takeover, business identification, bank account validation, and more.

• Act as the Subject Matter Expert (SME) for verification and account servicing matters, including current and legacy portals.
• Guide and mentor team members on process protocol and product information.
• Ensure effective distribution of work queues and serve as the first level of escalation as needed.
• Assist providers in completing registration and enrollment requirements for direct deposits, authentication issues, and securing appropriate ownership of their accounts.
• This position will work a Monday – Friday shift, from 9:00 AM – 5:30 PM EST.

• Complete day-to-day transactions, including complex tasks; seeking guidance from leadership when unable or unclear how to resolve.
• Clearly articulate to Supervisor and/or leadership common issues and provides recommendations to suggest process improvements on the team.
• Monitor the status of agents within the work queue, reaching out as needed for assistance.
• Review team KPIs and productivity, assisting with coaching junior team members to meet goals.
• Assist in monitoring calls and ensuring best level of customer service being provided by team members, as requested.
• Understand the scope of the services Zelis provides its clients and the threat landscape that may disrupt these services.
• Maintain awareness of and ensure adherence to Zelis standards regarding privacy and security, for yourself and your team.
• Flag accounts needing additional information or further review, including suspicious interactions requiring Fraud review.
• Contact Providers by phone to collect information needed to verify or update their accounts, including administrator changes, enrollment requests, registration assistance, security questions, and password reset changes, while adhering to established security standards.
• Respond to basic questions, by phone or secure mail messages, about specific Zelis products and services.
• Help to continually define user access policy, standards, roles and procedures for security, efficiency, and scalability, identify and manage risk, payment and operational in nature, across all components of the customer lifecycle through data gathering and analytics.
• Troubleshoot and resolve customer issues in a professional and timely manner.
• Provide exceptional customer service, while remaining calm and professional in interactions.

What You’ll Bring to Zelis

• Effectively communicate, both written and verbal, being able to articulate clear instructions, goals, and feedback, while actively listening to team members.
• Demonstrate desired behaviors and ethical conduct daily.
• Attention to detail and good analytical skills.
• Ability to navigate multiple servicing systems for account reviews and client support.
• Effectively manage your own time and help the team prioritize tasks for increased productivity.
• Highly analytical and comfortable working within defined Service Level Agreements.
• Ability to understand and communicate new processes, ability to adapt to change and respond effectively in a fast paced and deadline focused environment.
• Excellent customer service and soft skills.
• Computer proficiency and technical aptitude.
• Ability to utilize MS Office Suite products; specifically, Word, Excel, Teams, and Outlook.
• Ability to sit for extended periods of time.
• Ability to lift and move approximately thirty (30) pounds on a non-routine basis.
• Associate degree/two years of college and over four years of work experience, preferred.

Commitment to Diversity, Equity, Inclusion, and Belonging

At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

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.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability and require reasonable accommodation with any part of the application and/or interview process, please email talentacquisition@zelis.com.