Lead Customer Implementation Analyst

Company : Highmark Inc.
Job Description :

This job leads the planning, developing, analyzing of critical processes around the most complex benefits solutions and customer implementation activities. Leads analysis of data and identifies risk/ issues of key processes. Leads and participates in and/or conducts problem solving sessions. Documents and communicates deliverables. Coaches, consults, and mentors team members, as needed, on processes and new/enhanced functionality and benefits solutions configuration activities.

Functions may include complex estimating/sizing, issue and risk management, resource management, and quality control activities. Leads and collaborates with project teams, production teams, and various internal and external constituents to ensure that established quality goals are being incorporated into the business solution and operational outcomes. Provides consistent and regular feedback to customer and process owners with recommendations for continuous improvement.

Provides support and guidance in relation to the most complex processes and customer outcomes and metrics. Mentors less experienced team members.

• Lead in performing quantitative and qualitative analysis of data, identification of gaps and communication of findings.
• Lead in supporting the most complex benefits quality control and assurance activities by developing and maintaining workflow templates and other best practice activities for the organization.
• Develop reports and solutions that provide project teams with critical metrics for effectively measuring and managing the most complex customer implementation deliverables and processes.
• Lead in establishing testing processes and guidelines for activities supported within the organization that can be leveraged across the organization.
• Lead, coach, consult and mentor team members.
• Develop and implement process improvements and efficiencies related to the most complex benefits configuration and test activities.
• Lead and collaborate with project teams and external customers to ensure that established quality goals are being incorporated into the business solution.
• Other duties as assigned or requested.

• Bachelor’s Degree in Healthcare Administration, Business, Information Science or other related field

• 6 years of professional-level experience or equivalent combination of post-secondary education and professional-level experience in health care operations, technology delivery, or healthcare analysis/consulting (preferably with Benefits Solutions systems) accepted in lieu of degree

• None

• 5 years of experience working with stakeholders, support, and project teams to understand, design, and configure complex algorithms and data constructs

• 5
  -7 years of experience in Health Insurance Operations, Benefits Operations, or other related field related is preferred
• 5 - 7 years of experience with client, product, and/or benefits configuration techniques
• Proficiency and/or experience with Lean principles and/or Six Sigma yellow belt is a plus
• Technical aptitude with 3 years of hands‑on experience in programming language principles and application of programming rules, conditions, and parameters is a plus
• Knowledge of testing principles with 5 years of experience testing data, systems, and/or controls is a plus

• None

• None

• Strong communication skills (verbal and written)
• Organization skills
• Presentation and facilitation skills
• Ability to multi-task
• Independent thinker and contributor
• Project Management experience
• Working in a Matrix environment
• Good communication skills
• Strong Negotiation skills
• Strong resource planning and management skills

None

0% - 25%

Office-Based

Teaches/Trains others regularly

Rarely

Travels regularly from the office to various work sites or from site-to-site

Rarely

Works primarily out-of-the office selling products/services (Sales employees)

Does Not Apply

Physical Work Site Required

No

Lifting: up to 10 pounds

Does Not Apply

Lifting:…