Analyst, Customer Care Content Management

Navitus Health Solutions, LLC•,

1d•$22 - $26•Remote

About The Position

Navitus Health Solutions is seeking a Customer Care Content Management Analyst (CCCMA) to join our team! The Customer Care Content Management Analyst (CCCMA) is responsible for creating and supporting the resources and processes within Customer Care for certain lines of business. This position works cross-functionally with a variety of departments to craft and maintain these resources and ensures regular reviews of the content and data integrity. They are responsible for the discovery of information as needed to support Customer Care Specialists for new and existing Navitus clients, products, and/or programs. The CCCMA will implement change as necessary to ensure Customer Care staff consistently meets performance metrics, follows CMS/State/client-specific guidelines, and delivers superior and compliant service to internal and external customers. The CCCMA will remain informed of regulatory requirements and represent Customer Care during audits. They will act as a liaison between Navitus Customer Care and clients as needed. They will assist with system enhancement requests and testing.

Requirements

Minimum Associates degree or minimum 4 years relevant experience required
High level knowledge of Customer Care and organizational processes, including demonstrated excellence in a customer service or account management role
Demonstrated competence in Microsoft Office products
Experience developing and executing on improvements
Experience with copay assistance programs, Medicare, and/or Medicaid
Participate in, adhere to, and support compliance program objectives
The ability to consistently interact cooperatively and respectfully with other employees

Responsibilities

Collaborate to make improvements that support client expectations and reduce call volume/handle time
Maintain a high level of proficiency with the knowledgebase system and apply new functionality to improve how content is organized, updated, and accessed
Communicate client-specific regulations, guidance, and system changes in collaboration with Customer Care Leadership/Accounts
Address recommendations to improve compliance to mitigate risk with external clients and governing bodies
Proactively uncover missing/incorrect processes within Customer Care by preparing for and participating in client delegation audits, trainings, internal audits, etc
Develop and maintain product documentation and training materials for Customer Care and work closely with training staff to ensure new content is delivered accurately
Develop and maintain deep subject matter expertise related to Medicare Part D, Medicaid, and/or manufacturer program requirements
Maintain in-depth knowledge of Navitus’ claims processing software and other applications and reporting tools as applicable
Test and implement enhancements to Navitus applications for increased adherence to government-/client-mandated processes and improved efficiency
Other duties as assigned