Client Experience Operations Associate

About Us

Zelis is modernizing the healthcare financial experience in the United States (U.S.) across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.

Why We Do What We Do

In the U.S., consumers, payers, and providers face significant challenges throughout the healthcare financial journey. Zelis helps streamline the process by offering solutions that improve transparency, efficiency, and communication among all parties involved. By addressing the obstacles that patients face in accessing care, navigating the intricacies of insurance claims, and the logistical challenges healthcare providers encounter with processing payments, Zelis aims to create a more seamless and effective healthcare financial system.

Zelis India plays a crucial role in this mission by supporting various initiatives that enhance the healthcare financial experience. The local team contributes to the development and implementation of innovative solutions, ensuring that technology and processes are optimized for efficiency and effectiveness. Beyond operational expertise, Zelis India cultivates a collaborative work culture, leadership development, and global exposure, creating a dynamic environment for professional growth. With hybrid work flexibility, comprehensive healthcare benefits, financial wellness programs, and cultural celebrations, we foster a holistic workplace experience. Additionally, the team plays a vital role in maintaining high standards of service delivery and contributes to Zelis’ award-winning culture.

Position Overview

Zelis is seeking a highly skilled and detail-oriented CX Operations Associate to join the Client Experience team in the India office. This role supports operational excellence across multiple workstreams, including client communications, data analysis, contract analysis, document governance, and knowledge management. Working alongside the CX Operations Manager, the associate will help maintain process accuracy, support client-facing touchpoints, organize and control operational content (both internal and client-facing), and contribute to scalable documentation and reporting practices. This position requires strong attention to detail, critical thinking, analysis, and organizational skills along with excellent written communication skills, and be technically capable and able to work independently and comfortable collaborating cross-functionally.

Responsibilities:

• Support the creation, revisions, and distribution of client communications, ensuring content accuracy, professionalism, consistency, and alignment with established standards.

• Create professional, visually engaging client-facing and internal materials, including presentations, templates, and informational resources aligned with brand standards.

• Assist in collecting, organizing, and analyzing client feedback through survey tools and other data sources and reporting trends and highlights to business stakeholders.

• Review and analyze contracts, service-level requirements, and related documentation to help interpret financial obligations, track requirements, and support operational execution.

• Support document management activities for controlled content, templates, and reference materials to ensure accuracy and accessibility including version control, document naming, and content formatting standards.

• Contribute to process documentation and optimization efforts aimed at improving service delivery.

Qualifications:

• 2+ years in a client-facing operations, analysis, or administrative role.

• Exceptional written English skills, with proficiency in grammar, proofreading, and content creation.

• Strong document design and formatting skills to create professional, clear, and engaging client-facing resources.

• Demonstrated proficiency in Microsoft Outlook, PowerPoint, Word, and Excel.

• Familiarity with Salesforce (or other CRMs) and survey platforms such as Qualtrics or SurveyMonkey.

• Ability to work independently while collaborating effectively with cross-functional teams.

• Good understanding of document management.

• Experience with client contracts and finance/accounting is a plus.

Commitment to Diversity, Equity, Inclusion, and Belonging

At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity

Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability and require reasonable accommodation with any part of the application and/or interview process, please email talentacquisition@zelis.com.