Key Responsibilities Interact with all areas of CX including, but not limited to Client Services, Service Operations, Implementation Services, Adjudication Partnership, Learning Services, Platform Integration and Product Management as a shared CX resource. Gather reporting requirements for all CX areas (noted above) and document the “as is” processes for gathering, reviewing, synthesizing and presenting reportable data; this will require coordination between teams. Gather and analyze critical business process and reporting details and propose recommendations based upon the data gathered and current and future state departmental needs. Translate departmental requirements into actionable measurement and deliver reporting tools and process documentation that are clearer, more detailed and more complete; this could involve a translation of existing requirements along with the determination and development of new requirements. Serve a key participative role in the future, “to be” development efforts; recommend efficiencies in reporting and processes that could include, but not limited to, reporting cadence, data capture, data presentation, process modification, technology enhancements, efficiency measurements, etc., Collaborate with CX leadership to determine areas of upstream and/or downstream impact that may cause variances in reporting or processes. Provide verbatim commentary on data to identify trends, positive or negative, along with evidentiary data supporting and/or explaining these trends including influence from collaborating departments within or outside of CX. Communicate reporting and process discrepancies to leadership and Training & QA to encourage internal problem-solving and overall alignment. Collaborate with reporting and/or process counterpart to ensure process and reporting alignment through the CX areas. Review processes on a regular and timely basis to determine whether they are up-to-date with internal Zelis and external industry standards. Develop a communication strategy and/or cadence to help inform the leading indicators of trends or potential issues by developing baseline measurements and identifying where there is a deviation. Ensure that all reporting complies with state and federally mandated legislation relevant to our business (e.g., HIPAA and other data protection requirements). Collaboration to ensure that any needed learning resources are properly generated and that potential reporting changes align with QA conditions while also compiling data to inform associate performance metrics to generate KPI measurements. Embrace an environment of continuous improvement and innovation within the CX area. Required Experience / Skills Bachelor’s Degree in Business, Statistics, Mathematics, Economics, Accounting or Finance or a related field. 2+ years of experience in data analysis, reporting or business intelligence. Advanced proficiency in Microsoft Excel, Microsoft Access, SQL, SmartSheet, Microsoft Access, Microsoft Visio, Lucidchart and other data and process capture tools. Ability to work with large data sets and analyze complex data. Excellent communication and presentation skills. Strong attention to detail and accuracy. Experience with data visualization tools such as PowerBI and SSRS leading to advanced charts, graphs and other visual data expressions. Understanding of statistical analysis and modeling. Knowledge of database design and data warehousing principles. Ability to work independently and to self-prioritize workload, meet deadlines, and adjust to unforeseen circumstances requiring an expedited response. Ability to collaborate and interact between teams; along adapting to varying management styles and approaches. Ability to understand the core roles & responsibilities of each department; and how individual departments interact with other areas and how they can each impact the others’ processes. Demonstrated acumen for summarizing data and providing commentary at a variety of levels including executive summaries. Experience in a fast-paced, deadline-driven environment while demonstrating superior organizational and time management skills. Strong command of spoken and written English. Experience working in agile development environments including JIRA. Ability to prioritize and manage multiple concurrent projects. Preferred Experience / Skills Experience in the healthcare technology industry and/or call center operations. Experience in a client services, client support, client experience and/or call center environment. Experience with data visualization tool, Tableau. WORK ENVIRONMENT A standard work week exists but with the understanding that additional time/effort outside of the usual parameters can/will occur based upon the overall needs of the integration, where deadlines exist and when necessary due to the needs of the integration team. A standard business environment exists with moderate noise levels. Ability to sit for extended periods of time. Ability to work US east coast hours consistently preferred. Or ensure an adequate level of “overlap” time to properly promote collaboration and team cohesion. Demonstrate adherence to al Zelis’ workspace privacy guidelines and requirements. Other Embody Culture and Values Benefits/Perks The well-being of Zelis associates is essential: Industry leading Healthcare Caregiving benefits Family Forming & Reproductive Health Benefits And more! Access to Mental Well-being Resources Savings & Investments (401K) Paid Holidays and PTO Educational Resources Giving programs Opportunities to network and connect Discounts on products and services Zelis is modernizing the healthcare financial experience by providing a connected platform that bridges the gaps and aligns interests across payers, providers, and healthcare consumers. This platform serves more than 750 payers, including the top 5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, and millions of healthcare providers and consumers. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients. Commitment to Diversity, Equity, Inclusion, and Belonging At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day. Equal Employment Opportunity Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We encourage members of traditionally underrepresented communities to apply, even if you do not believe you 100% fit the qualifications of the position, including women, LGBTQIA people, people of color, and people with disabilities. Accessibility Support We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com. SCAM ALERT: There is an active nationwide employment scam which is now using Zelis to garner personal information or financial scams. This site is secure, and any applications made here are with our legitimate partner. If you’re contacted by a Zelis Recruiter, please ensure whomever is contacting you truly represents Zelis Healthcare. We will never asked for the exchange of any money or credit card details during the recruitment process. Please be aware of any suspicious email activity from people who could be pretending to be recruiters or senior professionals at Zelis. Show more Show less
