Business Analyst

Bachelor’s degree in Business, Computer Science, Healthcare Management, Mathematics or related field
In lieu of degree, five (5) years’ health related and/or contact center non-clerical experience with an insurance, managed care, healthcare or technology related organization
Minimum three (3) years’ analysis and/or research experience with a complex system technology
Possess in-depth knowledge of insurance and/or contact center technology systems such as claims processing, marketing, membership, enrollment, customer service, financial and provider systems
Minimum two (2) years’ progressive knowledge and experience performing operational function related to the position preferred

Demonstrates a high level of understanding of the software and configuration options, and be able to communicate the value of these features to users
Identifies trends and provides feedback to improve systems and processes to enhance customer satisfaction and engagement with the software
Manages and prioritizes customer issues; identifies and escalates critical issues, as necessary
Performs other duties as required
Serves as key communication point to troubleshoot, research and resolve more complex, escalated questions/issues within the software, while providing system knowledge and expertise; and consistently providing status updates for active issues for both the customer and internal team
Stays abreast of healthcare industry and continually expand knowledge and expertise of software offerings to remain a reliable source to customers and to be able to communicate the value of software features to users
Utilizes multiple internal systems, resources and software to understand and research possible solutions, and document all customer communication
Willingness to travel in service region, estimated 10%