Customer Relations Business Analyst I

HMSA • Honolulu, HI

1d

About The Position

1. Independently conduct data analysis related to major projects and
operational activities that includes the following activities:

Design analysis and develop programs to gather data to be reported
Analyze trending information to identify root causes and develop
recommendations for resolution, prevention procedures, design member
experience servicing pilot and processes improvement
Constructing documentation analysis and execute solutions as directed by
management.
Analyze trends and make recommendations in relation to call/interaction
volume, shrinkage to determine representative staffing level and
representative performance measures.
Responsible for the development of short and long-term forecasting to
estimate performance needed to meet each stakeholder service level
expectations.
2. Serve as Customer Relations subject matter expert on major department and
corporate initiatives, projects, process improvement or any other major
activity as assigned by management independently.

Independently ensure Customer Relations' needs are addressed; must be able
to clearly articulate business needs so that the department is not
negatively affected and elevate concerns and issues to management when
applicable. Pursue issues until a satisfactory resolution is reached.
3. Support Call Center Operations

Document business requirements to implement and test changes to Customer
Relations call tree options and other communication channels that reach
Customer Relations.
Ad hoc analysis and reporting
Assist staff with using telephone and CRM software
Gather member or provider interaction documentation such as call
recordings and call documentation as requested
4. Performs all other miscellaneous responsibilities and duties as assigned or
directed.

Requirements

• Bachelor's degree and two years of related work experience, or equivalent combination of education and related work experience.
• Strong verbal and written communication skills.
• Intermediate knowledge of Microsoft Office applications. Including but not limited to Word, Excel, Outlook, and PowerPoint.

Responsibilities

• Design analysis and develop programs to gather data to be reported
• Analyze trending information to identify root causes and develop recommendations for resolution, prevention procedures, design member experience servicing pilot and processes improvement
• Constructing documentation analysis and execute solutions as directed by management.
• Analyze trends and make recommendations in relation to call/interaction volume, shrinkage to determine representative staffing level and representative performance measures.
• Responsible for the development of short and long-term forecasting to estimate performance needed to meet each stakeholder service level expectations.
• Serve as Customer Relations subject matter expert on major department and corporate initiatives, projects, process improvement or any other major activity as assigned by management independently.
• Independently ensure Customer Relations' needs are addressed; must be able to clearly articulate business needs so that the department is not negatively affected and elevate concerns and issues to management when applicable. Pursue issues until a satisfactory resolution is reached.
• Document business requirements to implement and test changes to Customer Relations call tree options and other communication channels that reach Customer Relations.
• Ad hoc analysis and reporting
• Assist staff with using telephone and CRM software
• Gather member or provider interaction documentation such as call recordings and call documentation as requested
• Performs all other miscellaneous responsibilities and duties as assigned or directed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level