Service Integration Analyst II

Job Summary

The Service Process Analyst II identifies opportunities for improvement in Customer Care's business processes and recommends projects aimed at enhancing quality, reducing costs, and promoting automation and call reduction. This position collaborates with stakeholders to ensure alignment and successful implementation of new procedures, conducts process audits and root cause analyses, and serves as a subject matter expert for assigned markets/products.

Job Summary

The Service Process Analyst II identifies opportunities for improvement in Customer Care's business processes and recommends projects aimed at enhancing quality, reducing costs, and promoting automation and call reduction. This position collaborates with stakeholders to ensure alignment and successful implementation of new procedures, conducts process audits and root cause analyses, and serves as a subject matter expert for assigned markets/products.

• Manage a minimum of three medium complexity projects concurrently under limited direction of a manager
• Act as a Subject Matter Expert for assigned markets/products, ensuring that policies, processes, and training are compliant with contractual, regulatory, accreditation, and quality standards. Ensure seamless data integration and flow between systems.
• Perform comprehensive data analysis and process mapping to identify obstacles, inefficiencies, and opportunities for automation or reduction of inbound volume/AHT.
• Create comprehensive process documentation and guidelines, including standard operating procedures and workflow diagrams.
• Partner with leaders and subject matter experts across Care Source to identify and prioritize process improvement opportunities aligned with organizational strategic goals.
• Assess incoming service change requests and engage with stakeholders to discuss requirements and prioritize actions, ensuring optimal use of time and resources.
• Assist with audits, conversations with regulators, and cross-functional conversations requiring a Customer Care subject matter expert.
• Contribute content for Voice of the Customer report, Status Reports, and other communications to Senior Leadership.
• Train new team members to orient them to departmental policies, procedures, and responsibilities.
• Perform any other job-related instructions as requested

• High School Diploma is required
• Bachelor’s degree or equivalent years of relevant work experience is preferred
• Experience translating business requirements into technical specifications is required
• Experience and expertise with quality or process methodologies (i.e. Six Sigma, LEAN, APQC, etc.) is preferred
• Proven experience in utilizing data to inform and support recommendations is required.
• A minimum of two (2) years of customer service experience related to healthcare payer dealing with both members and providers is required

• Demonstrates a high level of accountability as it relates to ensuring Customer Care has all required processes and tools.
• Proficient use of Microsoft products including Word, Excel, PowerPoint, Visio, SharePoint, and Dynamics 365 is required.
• Experience with NICE CXOne is preferred.
• Strong interpersonal, active listening and critical thinking skills
• Ability to document and maintain system requirements including process flows is required
• Ability to keep current on business processes/technologies through self-directed learning
• Excellent written and verbal communication skills
• Ability to develop, prioritize and accomplish goals

• Six Sigma Green Belt and APQC Certification is preferred

• General office environment; may be required to sit or stand for extended periods of time
• Hybrid Position; 2-3 days/week…