Operations Process Analyst HealthHelp, Inc.
Supervisor: Director of Contact Center Operations
Salary Status: Exempt
HealthHelp (www.HealthHelp.com), a national radiology benefit management firm, serves its health insurance company customers by decreasing radiology costs while improving enrollees? quality of care and reducing unnecessary radiation exposure.
At HealthHelp, you?ll find a fast-paced, technically challenging work environment. We are seeking a hands-on business process analyst with a technical background experienced in performing operational workflow and process efficiency studies and conducting systems gap analysis. The Business Process Analyst is the liaison between business domain experts, development and operational groups. Primary responsibilities include reviewing existing business processes for compliance and operational efficiencies, gathering business requirements for system enhancements, prepare systems requirements documentation for technical and end-users, and becoming an expert on the specific programs assigned.
Bachelor?s degree in computer technology discipline desirable.
Minimum of five years experience in a business analyst role
Technical writing and documentation skills are essential. Intermediate to Advanced skills with Microsoft Office tools (MS Word, Excel, PowerPoint, Visio) necessary to document, track and present information related to the program/products supported
Strong quantitative, analytical, problem solving, organizational, communication and interpersonal skills are required
Superior data manipulation skills and ability to understand and interpret operational data and or processes
Understanding of contact center performance metrics
Ability to propose process changes resulting in measureable efficiency gain
Knowledge of health system functions and terminology
Ability to comprehend complex technical and logical concepts and adapt quickly to changes.
Attention to detail and maintaining high quality standards is a must
Ability to prioritize and manage concurrent projects, demonstrate initiative and work independently with minimal supervision
Review existing business processes and workflows to determine operational compliance and efficiencies
Project Analysis ? Assists project manager and project resources to coordinate projects; Communicate changes and progress; Shares responsibility for the project success
Perform data extractions and manipulations, which culminate in the design and production of meaningful daily transaction analyses and/or reports. Communicate transaction statistics and or process improvement areas based on data analysis
Works closely with contact center management to identify and document process workflows
Perform data validation to ensure accuracy and appropriateness of operational activities.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments
Document all work thoroughly and accurately
Provides feedback and recommendations to the quality and training teams based on business process requirements through process improvement and problem resolution.
Serves as point of contact for process changes, and distribution of program or process information and procedural changes; participates in change management process to evaluate risk and impact of potential changes
Checks for timeliness, accuracy of posted information, driving changes as needed
Serves as liaison and escalation point for issues impacting operations in all call centers
Proposes, defines, and documents operational standards based on department and corporate objectives across all Customer Care sites for purposes of consistency, accountability and quality
Environmental and Physical Demands:
Position requires the ability to sit for long periods of time and prolonged computing sessions. Ability to concentrate on detailed work with some interruptions.
||Houston, TX |