Operations Business Analyst
Operations Business Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
We take great strides to ensure our employees have the resources to live well be healthy continue learning develop skills grow professionally and serve our local communities. We invite you to apply for a career with Blue Cross.
Residency in or relocation to Louisiana is preferred for all positions.
POSITION PURPOSE: Serves as point person for process improvement and special projects for Benefits Administration. Responsible for investigating and analyzing the business needs of the Call Center to help identify business problems and propose solutions. Acts as a liaison between the Benefit Administration and IT divisions as well as internal and external customers to communicate and validate requirementsfor changes to policies procedures and system needs. Understands recommends solutions and test applications. Maintains a record of all activities in a management tool to document progress towards achieving long term and short term departmental goals.
- This role does not manage people
- This role reports to this job: Manager Operations Performance & Technical Support
- Necessary Contacts: Various internal departments and staff including but not limited to BET Provider Services Legal Internal Audit IT other Benefit Administration Management and staff Membership and Billing Administrative Services and District Offices.
Various external entities including but not limited to Technology Vendors Providers Members Groups other insurance companies and other Plans.
Education
- Bachelors in Business or related field is required
- Four years of related experience can be used in lieu of a Bachelors degree.
- 4 years in analyzing call center and/or insurance system data and/or operations system testing developing solutions and demonstrated experience improving processes is required
- 2 years in working directly with call center and/or insurance systems is required
- Knowledge of multiple insurance lines of business is preferred
- Experience can run concurrently
- Familiarity with insurance terminology products and/or processes is required
- Requires excellent oral and written communication skills interpersonal negotiation and presentation skills to be able to resolve problems identify solutions and comfortably present and explain information to all levels of internal and external customers.
- Must have working knowledge of relevant Microsoft software including Microsoft Access and Excel Business Objects Crystal Reports SharePoint (e.g. ability to learn manage and maintain Windows SharePoint websites) and mainframe systems.
- Excellent organizational time management problem solving and analytical abilities is required
- Ability to work independently as well as interact with a work team is required
- Experience in Underwriting or Membership & Billing is preferred
- None Required
- Responsible for leading and completing special projects to ensure continuous process improvements in the division. Assists in the development of testing scenarios and test data as well as troubleshooting system defects. Closely monitors and coordinates testing activities to ensure testing is successful and is completed in a timely manner. Tracks and manages test scenarios and defects to resolution validates data generates reports and escalates issues to the appropriate level of management.
- Responsible collaborating with other departments keeping abreast of management practices and establishing a specific process for periodically reviewing all supporting materials to ensure documentation is accurate uptodate and easily understood and easily located on multiple SharePoint sites. Responsible for managing and maintaining SharePoint and the reader boards for ITS FEP BBS OGB and Commercial lines of business. Attends and conducts various meetings to gather and/or share information as needed.
- Responsible for reviewing all MTM/PIP errors for accuracy against documented processes. Utilizes Verints quality and speech analytics system as well as MTM/PIP and quality errors to track trend and analyze inquiries for process improvements and quality initiatives for BAD. Conducts calibration sessions with quality and management in order to create consistency in departmental workflows. Responsible for resolving problems identifying solutions conducting research validating data and accurate reporting.
- Responsible for analyzing and identifying possible system errors and/or patterns and responding to inquiries regarding Facets benefit discrepancies to ensure completeness accuracy and customer satisfaction to members and providers. Responsible for ensuring customer focus by actively seeking out the customer to discuss business challenges in an effort to provide solutions that meet the customers needs even before the customer recognizes the need as critical.
- Responsible for interpreting contracts and rewriting information to ensure details on benefits are easily understood; presenting and explaining business and/or technical information to nontechnical individuals. Responsible for leading organizing and prioritizing multiple small projects and associated resources.
- Responsible for developing and conducting training sessions as needed to ensure staff is updated in a timely manner on changes to products and policies as well as for conducting system training on an as needed basis (i.e. CRM Avaya).
- Responsible for serving as a backup to the workforce management team for forecasting and scheduling as needed.
The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential Functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions
- Perform other jobrelated duties as assigned within your scope of responsibilities.
- Job duties are performed in a normal and clean office environment with normal noise levels.
- Work is predominately done while standing or sitting.
- The ability to comprehend document calculate visualize and analyze are required.
#LICB1
An Equal Opportunity Employer
All BCBSLA EMPLOYEES please apply through Workday Careers.
PLEASE USE A WEB BROWSER OTHER THAN INTERNET EXPLORER IF YOU ENCOUNTER ISSUES (CHROME FIREFOX SAFARI)
Additional Information
Please be sure to monitor your email frequently for communications you may receive during the recruiting process. Due to the high volume of applications we receive only those most qualified will be contacted. To monitor the status of your application please visit the My Applications section in the Candidate Home section of your Workday account.
If you are an individual with a disability and require a reasonable accommodation to complete an application please contact for assistance.
In support of our mission to improve the health and lives of Louisianians Blue Cross encourages the good health of its employees and visitors. We want to ensure that our employees have a work environment that will optimize personal health and wellbeing. Due to the acknowledged hazards from exposure to environmental tobacco smoke and in order to promote good health our company properties are smoke and tobacco free.
Blue Cross and Blue Shield of Louisiana performs background and preemployment drug screening after an offer has been extended and prior to hire for all positions. As part of this process records may be verified and information checked with agencies including but not limited to the Social Security Administration criminal courts federal state and county repositories of criminal records Department of Motor Vehicles and credit bureaus. Pursuant with sec 1033 of the Violent Crime Control and Law Enforcement Act of 1994 individuals who have been convicted of a felony crime involving dishonesty or breach of trust are prohibited from working in the insurance industry unless they obtain written consent from their state insurance commissioner.
Additionally Blue Cross and Blue Shield of Louisiana is a Drug Free Workplace. A preemployment drug screen will be required and any offer is contingent upon satisfactory drug testing results.
Required Experience:
IC
Employment Type
Full-Time
