ASO Account Analyst

Position Description

The Analyst functions to provide account management services, problem resolution and remediation of internal customer, vendor and external business partner issues. Conducts or participates in activities related to account management, group onboarding and retention, analysis and reporting, quality assurance, research and innovation, planning, controlling, directing, implementing programs and leading projects. The analyst must use enterprise-wide operational knowledge, existing business practices, internal and external systems, procedures, policies, current testing tools/practices and their interrelationships to provide and ensure innovative approaches and solutions to business problems and requirements in support of internal customers, vendors and external business partners.

Responsibilities and Qualifications

Duties and Responsibilities:

• 15% - Provide account management services for external business partners, ensuring complete and accurate information is provided and remediation of issues occurs per established service level agreements.
• 15% - Govern, oversee and monitor critical, high-risk touchpoints, processes and procedures that are shared with vendors and external business partners.
• 15% - Lead project/partner implementations by collaborating in a cross functional manner with Operations, IT&D, vendors and external business partners.
• 10% - Lead efforts to identify and troubleshoot technical/business needs working collaboratively with Operations, IT&D, vendors and external business partners.
• 10% - Point of contact between internal customers (Operations and IT&D) and vendors and external business partners.
• 10% - Work with Sales, Operations, vendors and external business partners to ensure accurate, thorough and consistent installation of new and renewing groups.
• 10% - Communicate and interact with all levels of the organization; including the Senior Team and CEO, as well as, vendors and external business partners.
• 5% - Prepare Operational reports by collecting, analyzing, and summarizing information and trends. Present Operational reports to all levels of the organization; including the Senior Team and CEO, as well as, vendors and external business partners.
• 5% - Solicit and document business requirements from internal customers, vendors and external business partners.
• 5% - Serve as a team member on department/corporate projects and/or maintenance activities as assigned. Actively participate in projects, assuming the leadership role when appropriate while completing assignments in an expedited fashion.

Skills:

• Excellent analytical and creative problem solving skills to analyze problems and issues, determine impact, and develop business solutions in an expedited fashion.

• Ability to act as a liaison and recommend solutions to a variety of departments, as well as other Plans, vendors and external business partners.

• Excellent leadership and facilitation skills.

• Demonstrated 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.

• Strong negotiation and persuasion skills to resolve differences with skill, empathy and understanding

• Logical and efficient, with attention to detail.

• Excellent listening, written and oral communication skills.

• Strong customer service orientation.

• Highly self-motivated and exercises good judgement.

• Proven experience with technical and business requirements.

• History of leading and implementing successful projects.

• Excellent planning, organizational and time management skills.

• Technical background with experience in remediation of file issues/errors working in collaboration with internal customers, vendors and external business partners.

• Proven experience with the development and documentation of processes and procedures.

• 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).

• Enterprise-wide operational knowledge and experience.

• Ability to participate in meetings and effectively communicate impacts to all levels within the organization, including the Senior Team and CEO.

• Ability to lead and direct internal customer, vendors and external business partners utilizing negotiation and persuasion tactics.

Knowledge:

• Extensive knowledge of the health care industry. Includes knowledge of standards, policies, and business practices and procedures for multiple departments/systems. Is familiar with those business services, systems and/or processes provided by external business partners.

• Knowledge of data processing terminology and concepts. Includes a high level technical understanding of technologies such as Microsoft Office Suite, Crystal Reporting and Data Modeling.

• Enterprise-wide operational knowledge.

Experience:

• Three years relavent experience

• Experience collaborating with cross functional teams that include internal customers, vendors and external business partners

• Experience with project/external partner implementations

Education and Certifications:

• Prefer a Bachelor's Degree in one of the following; business administration, health planning and administration, information systems, computer science.

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.

Other:

• Ability to communicate and interact with all levels of the organization; including the Senior Team and CEO, as well as, vendors and external business partners