Salesforce Analyst

Position Overview

The Salesforce Analyst is accountable for performing analysis and administrative support specifically to Salesforce (SF) for the Claims Department. Incumbent will triage new cases and route/reroute cases as needed, assign salesforce cases to staff, will monitor, analyze, track and trend salesforce cases, will assist with compilation of key salesforce case metrics and will perform routine administrative case functions within the salesforce system.

Salesforce will also make recommendations for improvement to the SF application to improve department efficiency and quality.

• Under direction from manager, coordinates the administration aspects of the Salesforce tool and inventory management of cases.
• Under direction from manager, manually assigns cases to staff and/or routes to queues.
• Triages new cases, tracking and trending and routing appropriately.
• Assists with monitoring of case age and routing.
• Performs administration case updates in salesforce application as appropriate.
• Supports preparation of case activity and production reports.
• Works with Salesforce IT team to develop reports.
• Assists with any Salesforce training needs.
• Performs other duties, as assigned by management.

• Bachelor’s degree required.
• Minimum 3 years’ health plan experience with a CRM tool;
  Salesforce a plus.
• Proficient in MS Office applications.

• Integrity and Trust.
• Customer Focus.
• Functional/Technical skills.
• Excellent verbal and written communication skills, with the ability to effectively communicate.
• Strong organizational and analytical skills.
• Ability to solve practical problems and recommend solutions."