Operations Support Coordinator

Job Purpose:

The purpose of this position is to positively contribute to HealthWell’s efforts in meeting its mission. Specifically, persons in the position play a key role in coordinating ongoing operational activities in accordance with all standard operating procedures and compliance-related protocols. Assists with reporting, document control, day to day operational tasks and related mission-critical operational activities.

Position Overview:

• Collaborate with all Corporate and Contact Center staff and serve as key point of contact for Contact Center leadership team inquiries and escalations
• Assist with creating, updating, or revising operational processes
• Organize process documentation for the corporate office and work closely with the contact center to ensure alignment with the Foundation’s record retention policies and information protection expectations, while allowing for effective retrieval
• Monitor daily corporate queues to ensure timely responses and communication to the Contact Center on escalated issues

Key Success Factors:

Persons in this position must be highly organized and detail-oriented; able to work independently; possess excellent verbal and written communication skills; exhibit a collaborative work style that promotes a positive work environment and understand the process-overlap between the various corporate departments and the contact center to meet mission

Duties and Responsibilities:

• Assists with organizing process documentation allowing for immediate retrieval upon request
• Assists with maintaining version control of all documented processes and oversee all archival activities, including coordinating the corporate review and approval process
• In collaboration with other Operations team members, assist with creating and maintaining corporate standard operating procedures (SOPs) and training materials
• In collaboration with the Operations Manager, Associate Director of Quality, Risk Management, and Compliance, ensure all compliance-related activities reviewed via third-party auditors are completed as appropriate and documented upon completion
• Provide primary oversight of contact center queues and respond to inquiries in alignment with operational processes
• Update daily fund trackers
• Assist and create weekly Sweeps and donor reports
• Communicate fund openings and closings with the Contact Center and assists with after-hours enrollments
• Create, deliver, and archive standardized disease fund slide decks for contact center staff in advance of fund openings
• In collaboration with the Operations Manager and Implementation Manager, create and update current letters and forms in Conga
• Other duties as needed or required.

Key Technical Skills and Knowledge (if applicable):

• Maintain a full understanding of all applicable laws, regulations, industry codes, and guidance, including, but not limited to, those provided by the US Department of Health and Human Services, Office of Inspector General that pertain to independent, non-profit, 501(c)(3) patient assistance programs and ensure compliance of the Foundation’s operations (training provided)
• Working knowledge of document control software; SharePoint or ShareFile preferred

Qualifications & Education Requirements:

• Bachelor’s degree required
• Minimum of 2 years of operations experience
• Equivalent combination of education and work experience may be considered
• Excellent written and oral communication skills
• Computer skills including Microsoft Office Suite products

Preferred Competencies:

• Experience using Salesforce
• Experience with retrieving, analyzing, and reporting data
• Experience in an Operations team setting
• Experience with other document control software (FTP client, ISO, FileNet) may be considered
• Ability to work across all departments and on project teams

EEO Employer

The HealthWell Foundation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

Please send resume to Careers@HealthWellFoundation.org