Sr. Operations Business Analyst (Finance)
Sr. Operations Business Analyst (Finance)POSITION SUMMARYThe analyst is responsible to gather and interpret data to provide analytical, technical and problem resolution support to enhance the employee and member experience. Design and create data visualizations, reports, and dashboards required to support operational areas. Use creativity and innovation to provide suggestions to assist in making decisions. This position requires you to participate or lead projects related to the technical solution that support the employee and member experience. This could include attending project meetings or planning, gathering requirements, and facilitating the meetings. In addition, working with management teams to identify needs and improvements to the employee experience will give you the chance to build relationships with many people throughout the company. Specifically Core Operations Management, Salesforce Health Cloud teams, Salesforce Scrum Master, Voice Services, the IVR's, NICE inContact systems, and Facets. The analyst must use their knowledge of existing business practices, systems, procedures, policies, current testing tools/practices and their interrelationships to provide and ensure innovative approaches and solutions to business problems and requirements. The analyst is responsible for obtaining necessary approvals on systems configuration, systems testing and application changes.ESSENTIAL DUTIES & RESPONSIBILITIESResponsible for collaborating with the Salesforce Scrum Master, Salesforce Health Cloud Product owner to ensure successful implementations of Salesforce initiatives. This includes participating and leading activities related to Salesforce Health Cloud CRM System, identifying enhancements, participating in daily standup meetings, participating in grooming sessions, participating in testing, providing subject matter expertise for the Salesforce Health Cloud CRM system and providing project updates to leadership. Prepares, analyzes and provides reports.Responsible for completing contact and inquiry analysis that involves evaluating and gathering data from IVR's, NICE inContact, Salesforce and Facets. Responsible for acting as a liaison between business areas and the IVR team, creating change requests, and testing of changes within the IVR. Responsible for the integrity and accuracy of the data reported. Prepares, analyzes and provides reports.Identifies and analyzes processing and customer service problems to identify specific areas that require changes. Assists the department in the identification of backlogs, problems, or bottlenecks which impact meeting department goals or MTM standards.Coordinates and prioritizes system changes and works with internal and external contacts to develop, implement, and monitor. This includes call center programming, system administration, voice services systems, and IVR call flows as well as access coordinator responsibilities. Participates or leads department project teams and r epresents the department on inter–departmental projects, such as major system enhancements. Responsible for providing technical expertise/direction, projecting the department's point of view, and keeping management informed of project status.JOB REQUIREMENTSEducation, Certification, and Licenses: Prefer a Bachelor's Degree in one of the following: Operations Management, Business Analytics, Computer or Data Science, Health Planning Administration 3–5 years relative experience Experience: A minimum of 5 years related experience in an Operations environment with focus on reporting and technical support.Leadership: Build strong working relationships with internal and external customers. Ability to self–manage projects and initiatives. Ability to think innovatively to drive a best–in–class employee and member experience. Questions the status quo to drive process improvements. Knowledge: Knowledge of the functions of Salesforce and Facets including inquiry coding and related data tables. Knowledge of the Automatic Call Distribution System, workforce management system and related systems such as IVR, etc. Knowledge of the health care industry and health care delivery systems. Knowledge of CBC's policies, procedures and systems affecting Member Service operations and personnel–related issues. Must demonstrate a high degree of competency and be able to work on complex projects with minimal direction. Must be able to work in a team environment. Must be able to interact effectively and professionally with all levels of management and other internal and external customers. Must be trustworthy with confidential information. Must possess excellent analytical skills and detail orientation. Skills: Ability to analyze problems and issues, determine impact, and develop business solutions for system changes. Ability to act as a liaison and recommend solutions to a variety of departments, as well as other Plans and other external business partners. Ability to plan, organize, and participate on projects. Ability to use Microsoft Excel, PowerPoint, and Word. Ability to effectively communicate in writing and verbally with technical and non–technical audiences. Also includes persuasion and negotiation skills to resolve differences with skill and understanding. Ability to quantify and prioritize assigned activities, adapt to changing priorities, and perform duties with minimal supervision. Includes ability to act both independently and as part of a team. Physical Demands: While performing the duties of the job, the employee is frequently required to sit, use hands and fingers, talk, hear, and see. The employee must be able to work over 40 hours per week. The employee must occasionally lift and/or move up to 5 pounds. Sedentary work involving significant periods of sitting, talking, hearing, keying and performing repetitive motions. Work requires visual acuity to perform close inspection of written and computer generated documents as well as a PC monitor. Working environment includes typical office conditions. Capital BlueCross is an independent licensee of the BlueCross BlueShield Association. We are an equal opportunity/affirmative action employer and do not discriminate on the basis of race, color, religion, national origin, gender, sexual orientation, gender identity, age, genetic information, physical or mental disability, veteran status, or marital status, or any other status protected by applicable law.