Conduent Senior Client Advocate, Operations - Print Mail in Lynnfield, Massachusetts

Senior Client Advocate, Operations - Print Mail

Description

Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com at https://conduent.taleo.net/enterprise/2015PRD.2.4.50.3.0/akira/pub/fckeditor/editor/www.conduent.com .

As a Sr. Client Advocate is it important that you have a firm understanding of the client and project requirements and then are able to work to facilitate the client requests per their expectations or reset expectations.

This is achieved by reading through project materials, asking questions of the client and your support groups to ensure you are able to properly service the account. When you are unclear on what is required it is essential that you reach out to the SME and gain clarity on the points you need assistance with.

While training will be provided it is imperative that the CA identifies additional needs for training.

Sr. Client Advocates are expected to be able to perform job functions independently and lead small teams to achieve task and projects assigned.

As a Sr. Client Advocate you will be expected to provide coverage in the absence of your manager and provide the team with guidance as needed.

Preproduction/Development:

  • Reviewing and determining client specs for accuracy and completeness examples of this being

  • Data maps

  • Records layouts

  • Client Business Rules

  • Data

  • Package lists

  • OE’s

  • BRE/CRE’s

  • Preprinted insertable materials

  • Schedule needs

  • SLA requirements

  • File Transfer requirements

  • Reporting requirements

  • Daily production reports

  • File rcpt reports

  • Mail date reports

  • Feedback files

  • Develop and track to project plan

  • Communicate project status to key stake holders and escalate as appropriate when milestones are being missed or project is in jeopardy

  • Establish a regular meeting schedule with internal and external clients

  • Issue meeting minutes and action items

  • Track action items to completion

  • Schedule project kick off meetings/Preproduction meetings

Launch Activities:

  • Testing

  • Development of UAT plan and tracking of Results

  • Proofing of Program proofs prior to sending to the client

  • PreLaunch meetings

  • Establish go live criteria

Ongoing Production Support:

  • Monitor incoming files to ensure they are coming in and processing per SLA

  • Monitor production to ensure it is going out per SLA

  • Inventory Management and oversight

  • Check in with the Plant on a regular basis to ensure open communication

Trouble Shooting:

  • As issues come to the attention of the Client advocate it is their responsibility to understand the root cause and help aid in the appropriate corrective action. While they may not be able to determine the corrective action they have a good understanding of the client needs and should be able to provide feedback and guidance.

  • Keep all stakeholders informed of progress and Escalate as needed to ensure resolution is gained in a timely manner

  • Follow up on outstanding actions that are required

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form at https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf

Job Client Services

Primary Location United States-Massachusetts-Lynnfield

Organization Financial Service Healthcare

Unposting Date Ongoing

Req ID: 18012997