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About the role
Key responsibilities & impact- Manage the achievement of key performance indicators for the analyst team’s Mentor, train and support the team of analysts supporting the customer success function
- Build trusting relationships with cross-functional leadership
- Maintain a comprehensive understanding of business challenges faced by customers
- Assist leadership with cross-functional project management to drive resolution for escalated client issues while coordinating internal and external teams as necessary
- Identify product & process gaps by conducting business impact assessments and proactively managing client expectations
- Support the team in managing client escalations and service recovery
- Direct and lead client-facing reporting responsibilities for the Account Analyst team
- Assist in the ongoing candidate review and hiring process
- Monitor and assist with the management of team member capacity and bandwidth
Requirements
What you’ll need- Bachelor's degree or equivalent work experience required
- 5+ years of working knowledge of healthcare benefits/ pharmacy benefits/ commercial health insurance required
- 2+ years of of people management experience or evidence of informal leadership related to process improvements, quality initiatives, driving efficiency, or project management
- A positive, forward-thinking, can-do attitude
- An obsession with the customer experience and customer satisfaction
- A passion for solving difficult problems together in collaboration with broader teams
- High-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
- A desire for career growth in leadership roles, and the ability and willingness to accept feedback and coaching to achieve that end.
- Ability to work independently as well as part of an extended, cross-functional team
- Self-driven, results-oriented work ethic
- Ability to take initiative with little to no direction
- Be transparent and honest in a positive, professional, and polite manner
- Empathic communicator with a consultative approach, able to see things from other person's point of view
Benefits
Comp & perks- Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
- Flexible Spending Benefits
- 401(k) Retirement Savings Program
- Short-term and long-term disability
- Discretionary Paid Time Off
- Paid Company Holidays
- Wellness Benefits
- Commuter Benefits
- Paid Parental Leave benefits
- Employee Assistance Program (EAP)
- Well-stocked kitchen in office locations
- Professional development and training opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
project managementbusiness impact assessmentsprocess improvementsquality initiativesclient escalationsservice recoverydata analysisperformance indicatorsteam managementhiring process
Soft Skills
communication skillsinterpersonal skillsconflict mediationcollaborationcustomer experience focusproblem-solvinginitiativeresults-orientedtransparencyempathy
Certifications
Bachelor's degree