Careers at CHA

Title:                                    Operations Support Specialist, Broadband Services

FLSA Status:                      Full-time/Non-exempt

Reports to:                         Director, Broadband Services

Apply:                                  Click HERE to apply         

Colorado Hospital Association Broadband Services (CHABS) serves as a designated federal consortium to administer broadband technology subsidies for Colorado.  CHABS works closely with Colorado Hospital Association (CHA) non-profit member hospitals and health systems, mental health centers, Federally Qualified Health Centers, safety net clinics and other health care providers to achieve organizational goals for broadband capacity, business continuity, network management and service level agreements.  CHABS also provides federal and state advocacy for expanding broadband in remote areas to enable the implementation of telehealth and improve the overall health and health care of communities.

Summary:

The Operations Support Specialist is responsible for managing key account management aspects of the Federal Communication Commission’s Rural Health Care fund administered by the Universal Service Administration Company (USAC).  This includes daily billing and invoicing operations, collecting and organizing IT and telecommunications inventory and assisting with critical client outreach efforts.  These efforts include coordinating and managing requests for information (RFI) and requests for proposal (RFP), compiling vendor evaluations and creating reports.  The operations support specialist will serve as the primary contact with vendors, service providers or service agents as they directly relate to daily billing operations. This position requires some understanding of billing support operations including the ability to decipher different kinds of telecommunication invoices as well as the ability to multi-task and provide customer satisfaction while managing multiple deadlines. 

Essential Job Duties and Responsibilities:

• Build and maintain strong, long-lasting client relationships.
• Be a source of knowledge and subject matter expert for billing and reimbursement cycles related to the Rural Healthcare Program.
• Coordinate communication between clients and CHABS.
• Develop joint processes with clients and service for ongoing billing efficiencies including identifying opportunities for automation of processes where applicable.
• Become familiar with client’s business and identify subsidy opportunities.
• Develop standard business processes to coincide with federal funding window cycle.
• Ensure contractual obligations are current and in adherence.
• Understand at a detailed level billing processes for each client.
• Provide periodic reporting to client on utilization of federal subsidies.
• Forecast and track key account metrics and provide internal reports on a quarterly basis.
• Assist with Payment Quality Assurance federal audits.
• Update database with client telecommunications inventory.
• Professionally represent and promote CHABS at trainings and events as required. Attend internal and external meetings.
• Develop and maintain positive relations with corporate, governmental agencies, and the State of Colorado offices.
• Manage challenging client requests or issue escalations as needed to seek amicable solutions.
• Able to travel to meet with clients in Colorado.

Supervisory Responsibilities: 

None

Required Education/Experience:

• Bachelor’s degree in business or five (5) years of experience in a client facing role within health care, telecommunications or financial/banking industry.
• Intermediate to advanced proficiency of all Microsoft Office Suite products, i.e. Outlook, Word, Excel and PowerPoint.
• Previous account management or project management experience preferred.
• Knowledge of internal office equipment, i.e. fax, copier, postage, printing, required.

Skills and Competencies:

• Strong attention to detail and accuracy.
• Demonstrated customer service orientation.
• Demonstrated organizational skills and personable positive attitude.
• Strong interpersonal communication skills.
• Ability to work well under pressure and within short deadlines.
• Analytical problem-solving ability.
• Ability to handle sensitive situations with tact and diplomacy.
• Ability to handle confidential information and situations discreetly and professionally.
• Ability to work independently with limited supervision and to complete tasks on time.
• Professional telephone and email etiquette, professional appearance and demeanor, able to interact with all levels within the organization.
• Maintains prompt and regular attendance.

Physical Demands/Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Working conditions are normal for a fast-paced office work environment
• Presentation of technical material in group settings required occasionally
• Mid-level stress
• Individuals may need to sit or stand as needed
• Requires walking primarily on a level surface for periodic periods throughout the day
• May include lifting up to 25 pounds for files on a regular basis. Proper lifting techniques required

Material and Equipment Directly Used:

• Personal computer with Microsoft Office software applications
• Facsimile
• Multi-line telephone with voice mail
• Copy machine
• Printer

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. The employee will be required to follow any other instructions and to perform any other duties requested by their supervisor. Nothing in this job description shall create or is intended to create or shall be construed to constitute a contract of employment, express or implied. Employees are held accountable for all duties of this job.