Business Analyst

S&S Healthcare•Cincinnati, OH

About The Position

Reflect Health is the evolution of S&S Health, a trusted independent third-party administrator founded in 1994 to meet the growing need for access, simplified connectivity, and benefits administration. Headquartered in Mason, OH, we have built a reputation for innovation, service excellence, and a deep understanding of how to drive better outcomes at lower cost. Over the years, we have grown into a national organization serving employers, TPAs, health systems, and benefit consultants across all 50 states. We have developed proprietary claims technology, expanded our offerings to include level-funded and fully funded programs, and delivered tangible savings and enhanced experiences for millions of members. We are seeking a Business Analyst to serve as a key member of our Production Support team, working across Account Management, clients, and operational teams. This role will own the day-to-day execution and operational resolution of client tickets, ensuring requests are properly investigated, coordinated, routed, tracked, and resolved within established service levels. The Business Analyst will provide proactive communication and follow-through to maintain clear ownership, accountability, and a high level of service quality. Beyond resolving individual tickets, this role will identify recurring issues, analyze service performance, and drive process and documentation improvements that reduce ticket volume and rework over time.

Requirements

Bachelor’s degree in business, communications, or a related field, or equivalent practical experience.
3-5+ years of experience in business analysis, client services, service delivery, production support, etc.
Experience managing tickets, work queues, or client relationships.
Strong analytical and problem-solving abilities, with the ability to investigate issues, identify trends, and evaluate potential solutions.
Ability to manage multiple priorities while maintaining attention to detail, meeting service levels, and ensuring timely follow-through.
Strong written and verbal communication skills with the ability to communicate effectively with clients and internal stakeholders.
Proficiency with Microsoft Excel, PowerPoint, and ticket or work-management tools such as Jira, Zendesk, Salesforce, or similar platforms.

Nice To Haves

Experience in production support and working with Third-Party Administrator platforms and vendor integrations preferred.

Responsibilities

Manage assigned client tickets from intake through resolution, including reviewing, triaging, prioritizing, routing, and tracking requests based on urgency, complexity, SLA, and responsible business function.
Investigate operational issues, determine the appropriate path to resolution, and coordinate with internal teams and external vendors when multiple parties or dependencies are involved.
Ensure tickets contain accurate status updates, action items, owners, expected completion dates, resolution details, and other required documentation before closure.
Monitor ticket aging, inventory, backlog, and SLA performance; proactively escalate items at risk of missing service levels as well as systemic, high-risk, or recurring issues to Production Support leadership and appropriate functional owners.
Serve as the operational point of coordination across business areas, managing dependencies, blockers, handoffs, and follow-up needed to resolve client-impacting issues.
Provide Account Managers and clients with timely, accurate, and complete information regarding operational issues and participate in client meetings when operational expertise or ticket-level support is required.
Maintain a strong service mindset and ensure commitments, action items, and next steps are clearly assigned and tracked through completion.
Identify recurring issues, defects, process gaps, and rework; analyze trends and recommend changes to processes, documentation, and workflows that improve operational efficiency and reduce ticket volume.
Track resolution trends and operational metrics and support weekly and monthly service reviews by ensuring ticket data is accurate and supports management reporting and client service discussions.
Partner with Production Support and functional teams to implement improvements that strengthen service delivery, reduce recurring issues, and improve the overall client experience.