• Plan Advocate Consultant Team Lead

    Location US-Home Office/ Remote | US-Mechanicsburg, PA (NASCO office)
    # Positions
    Information Technology - All Openings
    Travel Requirements
  • Overview

    The Plan Advocate Consultant Team Lead role is accountable for supporting a variety of technical and business solutions related to NASCO’s Products and Services for larger or multiple Plan customers.   This role will act as a Subject Matter Expert on multiple aspects of the NASCO Processing System.   Provides support on issues impacting ongoing operations and production services associated with NASCO’s ability to meet and/or exceed our service level commitments to our customers.  Responsibilities include evaluating critical business issues and associated system designs in order to verify the impact, risk and necessary corrective actions required to assure both business and technical solutions meet our customer’s needs.  Oversees large or multiple NASCO Plan Customers and is accountable for service level performance within specific system areas, manages budgets associated with CSRs and help desk tickets and mentors both internal NCSC representatives (PAS & SCA roles) and customers on research techniques and tools associated with problem triage and resolution. Must possess cross functional knowledge on NASCO’s BlueCard, Claims, Membership and E-business product offerings; as well as NASCO service offerings such as the Business Effectiveness Unit, Customer Account Services and Account implementations.   Takes the lead in communication with all levels of upper management and communicates initiatives regarding project status.


    • Provides technical and business support to customers for complex issues related to multiple NASCO product and service offerings to determine the best solutions. SME in at least 4 product or service offerings and a working knowledge of all products or service offerings.

    • Evaluates critical business issues for impact, risk and necessary corrective actions to appropriately scope production issues

    • Works with Team Lead and Manager to validate provided technical solutions and/or identifies alternatives to solve customer production problems.

    • Provides accountability for service level performance within specific Plan customer specifications to achieve the appropriate metrics/KPIs/SLAs.

    • Manages, reviews and approves NCSC CSR’s and tracks for financial impacts.

    • Mentors NCSC representatives on products, services and research techniques and tools associated with problem triage and resolution to increase productivity while reducing operating costs.

    • Facilitates NCSC User workgroups and cross functional system area support teams that include multiple Vendors (HP, IBM, Fiserv, etc) to effectively manage production issues.

    • Writes and develops best practices for NCSC standard operating procedures including tool use and workflows in order to streamline and drive issue resolution.

    • Participates in Product area releases, projects and workgroups to ensure successful project turnover to the NCSC.

    • Creates and delivers CSRs associated with production support break/fix activity to correct problems.

    • Provides oversight for multiple NCSC system areas to manage problem intake

    • Manages issues related to NASCO’s SLA with our customers (i.e. system availability) which includes triage, communication, corrective actions and/or recoveries to minimize impacts to ongoing operations.

    • Conducts and verifies sizing estimates for production support design solutions in collaboration with Plans and technical teams to determine problem scope.

    • Develops and verifies technical requirements for production support design solutions in collaboration with Plans and technical teams to ensure appropriate long-term corrective actions

    • Reviews and evaluates technical help desk ticket resolutions for completeness and accuracy

    • Collaborates with Plans and technical team members to test and verify current system performance versus intended outcome

    • Establishes and reviews unit test plans and schedules for break fix CSRs to ensure solutions are properly tested.

    • Responds to and documents customers’ issues using NCSC standards to accurately capture problem descriptions

    • Serves as a liaison between the NCSC and NASCO’s Technical Level III support

    • Analyzes root causes and documents recommended improvements to the NASCO processing system to correct problems.

    • Evaluates processes, procedure, and problem management, documents steps and posts updated and new documents to NCSC site on NShare.

    • Participates in the Duty Manager rotation and update the Daily System Status Report as needed

    • Prioritizes and assigns the day to day work of team

    • Participates and provides input for any performance management activities

    • Conducts administrative approvals for the team in systems such as Planview, Employee Self Service, and Adaptive Planning


    Required Knowledge, Skills, Abilities and Experience:

    • Cross functional knowledge on NASCO's BlueCard, Claims, Membership and E-business product offerings

    • Cross functional knowledge of NASCO service offerings such as the Business Effectiveness Unit, Customer Account Services and Account implementations

    • Strong leadership and facilitation skills

    • Strong analytical and organizational skills

    • Excellent oral and written communication skills

    • Excellent interpersonal and relationship building skills

    • Must be a motivated, self-starter, with high initiative and sense of urgency, and have a high attention to detail

    • Ability to communicate at all levels of the organization

    • Demonstrated ability as a problem solver with the ability to present alternative approaches consistent with customer needs

    • Proven ability to manage multiple tasks, work well in a stressful environment, interact in a team environment and foster positive attitudes

    • Familiar with healthcare membership, billing, provider, benefit, managed care, claims, financial and reporting systems

    • High level understanding and working knowledge of telecommunication functions and diverse computer platform knowledge of Midtier, Mainframe, and Windows platforms.

    • 10 years minimum experience working on the NASCO Processing System researching processing issues

    • Experience working in a customer service environment

    • Experience providing training on the NASCO Processing System

    • Experience reading and interpretting business requirements and impact analysis

    • Experience writing and performing unit test plans

    • Experience coordinating testing with multiple customers

    • At least 5 years working with the NASCO NPS system

    Required Training and Education:

    • Bachelors Degree or equivalent work experience


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