Member Data Analyst (healthcare operations)
About The Position
GDIT's Federal Health Division is hiring a Member Services Data Analyst to support the World Trade Center Health Program (WTCHP). The analyst transforms member services and operational data into actionable insights to improve member experience, increase operational efficiency, and support data-driven decision-making. The role suits a process-oriented analyst who is curious about how systems, teams, and workflows interact and who identifies practical improvements to inefficient processes. The position supports member services operations through performance analysis, reporting, and process improvement. It collaborates with Operations, Customer Service, IT, Data, and Program Leadership, and monitors member benefits administration data. The analyst develops reporting requirements and dashboards, evaluates workflows and standard operating procedures, supports data quality initiatives, manages requests and improvement initiatives, and prepares executive-ready analyses. The role also requires compliance with privacy, security, and requirements related to member information and protected health information (PHI).
Requirements
- Bachelor's degree in Business, Healthcare Administration, Analytics, Information Systems, Public Health, or a related field.
- At least 2 years of experience in data analysis, reporting, operations analysis, business analysis, customer service analytics, benefits administration, or a related field.
- Experience analyzing operational processes, identifying improvement opportunities, and implementing data-driven recommendations.
- Strong proficiency in Excel and experience creating reports, dashboards, and data visualizations.
- Working knowledge of Power BI, Tableau, or similar business intelligence and reporting tools.
- Familiarity with SQL for data extraction, analysis, and reporting.
- Experience documenting business processes, workflow mapping, standard operating procedures, or operational requirements.
- Strong analytical, problem-solving, organizational, and communication skills.
- Ability to present findings and recommendations to operational and leadership audiences.
- Ability to collaborate across business and technical teams.
- Ability to obtain and maintain Public Trust suitability.
Nice To Haves
- Experience supporting healthcare, health insurance, benefits administration, member services, customer contact centers, or government healthcare programs.
- Familiarity with healthcare operations, enrollment processes, claims, eligibility, customer experience, or service delivery metrics.
- Experience with Jira or other work management and ticketing platforms.
- Knowledge of HIPAA, PHI, PCI, or related privacy and security requirements.
- Experience with process-improvement methodologies, workflow optimization, or operational excellence initiatives.
Responsibilities
- Analyze and report on member services performance metrics, identify trends, and recommend improvements to service delivery and member satisfaction.
- Collaborate with Operations, Customer Service, IT, Data, and Program Leadership to align reporting requirements, define performance metrics, and implement data-informed improvements.
- Analyze call center metrics, service-level performance, quality measures, satisfaction scores, and member feedback to identify root causes and improvement opportunities.
- Track enrollment, eligibility, health, life, and related benefits program data to support accuracy, compliance, and positive member outcomes.
- Develop dashboard requirements, reports, and visualizations for operational leaders and executives using reporting tools.
- Evaluate workflows, standard operating procedures, and operational processes and recommend enhancements to efficiency, consistency, and customer experience.
- Identify data discrepancies, validate data sources, and assist with data cleansing and reporting accuracy efforts.
- Use Jira or similar tools to manage reporting requests, document requirements, and track process-improvement initiatives and implementation progress.
- Produce executive-ready reports, presentations, and performance analyses for strategic planning, operational improvements, and leadership decisions.
- Adhere to applicable privacy, security, and compliance requirements for member information and PHI.
Benefits
- Medical plan options, including options with Health Savings Accounts
- Dental plan options
- Vision plan
- 401(k) plan with company match
- Full flex work weeks where possible
- Paid time off, including vacation, sick and personal time
- Paid holidays
- Paid parental leave
- Military leave
- Bereavement leave
- Jury duty leave
- Typically 15 days of paid leave per calendar year for vacation, personal business, and illness
- Typically 10 paid holidays per year
- Up to 160 hours of paid family leave in a rolling 12-month period for eligible employees
- Short- and long-term disability benefits
- Life insurance
- Accidental death and dismemberment insurance
- Personal accident insurance
- Critical illness insurance
- Business travel and accident insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
