Operations Analyst

Berkley•Manassas, VA

23h•Onsite

About The Position

Berkley Medical Management Solutions (BMMS) provides managed-care services for W.R. Berkley Corporation, focusing on injured workers' successful return to work. Established in 2014, BMMS integrates solid clinical practices, proven return-to-work strategies, and robust software into one system for seamless management of workers’ compensation cases. They utilize a flexible technology platform for customization and innovation, deploying integrated systems to offer recommendations and professional services to W.R. Berkley Companies for efficient and appropriate case management. The power of their technology enhances medical bill-review and clinical advisory services, combining technology, software platforms, data analytics, and professional services to deliver reliable results, and reduced time and expenses associated with case management. The Operations Analyst position serves as a subject-matter expert for Medical Bill Review (MBR) operations, providing advanced production support, driving process improvements, and coordinating cross-functional issue resolution and project execution. This role supports the processing of workers’ compensation medical and pharmacy bills from bill intake through bill payment and is a primary resource for issue resolution related to these processes. The analyst will work directly with Berkley Operating Units to investigate bill processing issues, problem-solve, identify and triage issues to technical teams, directly interface with multiple vendors to facilitate issue resolution, and handle issue documentation, tracking, and reporting. They may also work directly with medical providers and networks regarding billing issues and are expected to independently and as part of a team identify issue commonalities and root causes to assist in solution design, monitoring, and controlling.

Requirements

MBR business process SME including experience with MBR E2E process from a business/operations perspective
Firm understanding of integrated services and workflows including FS/UCR, Nurse and code review, PPO, negotiations, adjustor bill adjudication
Workers compensation regulatory environment experience/understanding
Demonstrated application of successful critical thinking and complex problem solving skills
Experience in a role requiring deep understanding of and experience working with MBR and integrated services technology – not at a developer level – but from a business analyst perspective
Experience gathering business requirements and clearly documenting complex scenarios and use cases to communicate MBR issues accurately for resolution
Communication experience with varied audiences including leadership and peers in business/operational & technology roles
Client-facing acumen
Team-player
Experience with Atlassian/JIRA/SQL
5 years in a multi-faceted workers compensation MBR role demonstrating increasing responsibility with required skills outlined above within that time or 3 years in an MBR role + 2 years in position with similar responsibilities

Responsibilities

Serve as the primary escalation point for complex MBR issues that cannot be resolved by Operations Technician/Level 1 support, vendors, or related internal teams (Clinical Validation, Negotiations, OU adjusters, mailroom).
Diagnose operational and adjudication issues by applying deep MBR process knowledge and collaborating with vendors and internal partners to resolve root causes.
Provide backup Level 1 support, including bill-level troubleshooting, Jira ticket creation/maintenance, report distribution, and vendor communications.
Maintain timely, clear communication with Operating Units, providers, and stakeholders regarding issue status, outcomes, and required actions.
Monitor business dashboards and vendor reports daily to identify and escalate adverse bill TAT trends, identify likely root cause owners, and track resolution progress.
Recommend workflow enhancements, rule updates, and process changes to improve MBR accuracy, efficiency, and throughput.
Document trends, issues, and resolutions to support auditability and continuous operational improvement.
Work closely with BMMS IT, BAMTECH, BTS, Finance, Data Reporting, and MBR vendors to coordinate root cause investigations, technical fixes, and operational adjustments.
Support Operating Unit staff by analyzing medical bill issues, guiding next steps, and ensuring a consistent, professional experience.
Build and maintain strong relationships with internal teams, external vendors, clients, and medical providers.
Serve as the lead business resource for regulatory audit responses, coordinating data gathering, vendor input, and documentation review prior to submission.
Lead reconsideration projects, including impact analysis, bill resubmission coordination, and monitoring outcomes.
Partner with Business Analysts on MBR-related initiatives such as API implementations, vendor transitions, mailroom integrations, and payment process enhancements.
Manage assignments in alignment with standard operating procedures, meeting requirements, and departmental expectations.
Maintain issue tracking and ensure timely escalation of complex matters.
Demonstrate professionalism, tact, and discretion in all interactions, contributing positively to department morale and organizational reputation.