Operations Business Analyst

About the position

Serves as point person for process improvement and special projects for Benefits Administration. Responsible for investigating and analyzing the business needs of the Call Center to help identify business problems and propose solutions. Acts as a liaison between the Benefit Administration and IT divisions, as well as, internal and external customers to communicate and validate requirements for changes to policies, procedures, and system needs. Understands, recommends solutions and test applications. Maintains a record of all activities in a management tool to document progress towards achieving long term and short term departmental goals.

Responsibilities

• Lead and complete special projects to ensure continuous process improvements in the division.
• Assist in the development of testing scenarios and test data, as well as troubleshooting system defects.
• Monitor and coordinate testing activities to ensure successful and timely completion.
• Track and manage test scenarios and defects to resolution, validate data, generate reports, and escalate issues.
• Collaborate with other departments and establish a process for reviewing supporting materials to ensure documentation is accurate and up-to-date.
• Manage and maintain SharePoint and reader boards for various lines of business.
• Review all MTM/PIP errors for accuracy against documented processes.
• Utilize quality and speech analytics systems to track, trend, and analyze inquiries for process improvements.
• Resolve problems, identify solutions, conduct research, validate data, and ensure accurate reporting.
• Analyze and identify possible system errors and respond to inquiries regarding benefit discrepancies.
• Interpret contracts and re-write information to ensure clarity on benefits.
• Develop and conduct training sessions for staff on changes to products and policies.
• Serve as a backup to the workforce management team for forecasting and scheduling.

Requirements

• Bachelor's in Business or related field is required.
• Four years of related experience can be used in lieu of a Bachelor's degree.
• 4 years in analyzing call center and/or insurance system data and/or operations system testing.
• 2 years in working directly with call center and/or insurance systems.
• Familiarity with insurance terminology, products, and/or processes is required.
• Excellent oral and written communication skills, interpersonal, negotiation, and presentation skills.
• Working knowledge of Microsoft Access, Excel, Business Objects, Crystal Reports, SharePoint, and mainframe systems.
• Excellent organizational, time management, problem solving, and analytical abilities.
• Ability to work independently and interact with a work team.

Nice-to-haves

• Knowledge of multiple insurance lines of business is preferred.
• Experience in Underwriting or Membership & Billing is preferred.

Benefits

• Resources to live well and be healthy.
• Opportunities for continued learning and professional development.