Service Delivery Analyst

$64,700 - $97,100/Yr

Prime Therapeutics - Annapolis, MD

Full-time - Entry Level

Annapolis, MD

Administrative and Support Services

About the position

The Service Delivery Analyst plays a crucial role in coordinating with clients to address individual member issues and larger service-related challenges within Member Operations. This position serves as a key point of contact for internal client engagement and member experience, assisting in leading client meetings to review operational performance and recommending best practices to enhance processes and training.

Responsibilities

• Assist in leading client meetings to review operational performance for Member Operations and make recommendations for adoption of best practices to reduce member effort
• Assist to clarify, manage and prioritize all client requests relative to operational processes in partnership with the Service Excellence team
• Maintain client action logs to drive internal project plans and report results/progress to clients
• Provide project status reports and discuss priority issues with operational leaders and other involved staff to ensure quality, on-time deliverables to clients
• Identify areas/potential projects where process redesign/improvement can significantly impact efficiency, quality, profitability, competitive position and customer satisfaction
• Support clients by operating as the liaison between Member Operations teams
• Other duties as assigned

Requirements

• Bachelor's degree in business or related area of study, or equivalent combination of education and/or relevant work experience; HS diploma or equivalent GED required
• 2 years of work experience in health care industry, operations to include 1 year in client relations or escalations experience
• Must be eligible to work in the United States without need for work visa or residency sponsorship
• Excellent communication skills, verbal, written and presentation, with the ability to communicate information in a manner that promotes credibility and facilitates the resolution of different views
• Proficiency in Microsoft Word, Excel and PowerPoint

Nice-to-haves

• Experience interfacing or partnering (presenting, interacting) with clients or leaders to resolve complex business issues
• CPT (Certified Pharmacy Technician)

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401k
• Paid holidays
• Flexible scheduling
• Professional development
• Tuition reimbursement
• Employee discount programs