Lead EBA

Responsibilities

• Manage day-to-day operations and ensure the team meets daily, weekly, and monthly internal metrics including AHT, Utilization, Quality, and Productivity.
• Lead capacity planning and forecasting, including assessing shortages and managing requirements for overtime and Open Enrollment periods.
• Oversee people management activities, including conducting performance appraisals, driving KRAs, and managing employee engagement and retention.
• Act as a primary liaison with internal and external business partners regarding process updates, training, and scope changes.
• Maintain up-to-date SOPs and training materials while driving process improvements and project management initiatives.
• Utilize JIRA EWM and other quality management tools to perform Root Cause Analysis (RCA) and Corrective and Preventive Actions (CAPA).

Requirements

• 8-12 years of experience in the US Healthcare sector.
• Proven experience in people management and stakeholder engagement.
• Strong proficiency in Microsoft Excel and PowerPoint for reporting and presentations.
• Experience with JIRA EWM applications.
• Bachelor's or Master's degree in a relevant field.
• Ability to work US shifts and maintain flexibility with scheduling.

Preferred Qualifications

• Direct experience in Benefit Configuration.
• Hands-on experience with Claims Testing.
• Background in Quality Management and driving operational excellence.

About the Company

Carelon Global Solutions (CGS) is a healthcare solutions company dedicated to simplifying complex operational processes to improve the health of the healthcare system. As a subsidiary of Elevance Health, CGS leverages a global team of innovators to manage and optimize processes for health plans and providers, making healthcare operations more practical, effective, and efficient.