Operations Lead Analyst - Express Scripts

Position Summary

The responsibilities of this role include leading and managing daily request execution reporting and issue triaging for one or more owned client(s) upon request. Identifying operational or productivity enhancements barriers and opportunities for configuration and workflows. The Lead Analyst will drive project and administrative support to leadership teams through escalation of issues risks and concerns as needed. Demonstrates Advisory skills by responding to inquiries or resolving complex issues using independent judgment discretion general client knowledge and ESI systematic understanding. Routine communication of risk and status of owned clients and processes to leadership teams with detailed documentation and evidence around status/risk being communicated.

Functions:

• Execution of clients requests and inquiries in alignment to SLAs and other contractual terms of the client.
• Driving resolution of clients issues aligned to SLAs and other contractual terms.
• Routine communication directly with client and Account Teams. Occasionally leading discussions with these audiences.
• Adherence to all organizational SOPs and Compliance standards; provide subject matter input as it relates to SOPs systematic knowledge and operational capacities.
• Maintenance and ownership of SOPs or client related reference documents.
• Assist with operation input related to new process development; identification research and resolution of operational issues; provide training and mentoring for new team members offshore and contingent employee resources.
• Comply with ESI document and retention requirements.

Scope of Job:

• Provide exceptional service to clients and meeting the departments key performance indicators
• Crossfunctional collaboration & communication with necessary internal partners
• Clear and timely communication of issues and status to leadership teams.

Working Relationships

• Account Management As needed Requirements intake resolution of issues and driving operational project execution
• Clients As needed Requirements intake resolution of issues advisory of benefits
• IT As needed Systems issues automation setup and testing
• Product Teams As needed Coordinate setup resolution of issues and project support
• Quality Teams As needed Issue resolution documentation and preventative measure implementation.
• Leadership Team As needed Initiative engagements and client health updates

Minimum Qualifications:

• High School Diploma or equivalent required
• Bachelors degree or 5 to 7 years of equivalent work experience
• Years of Experience:
  • 0 3 years of relevant experience. Preferred experience in PBM and benefit setup knowledge.
• Computer Skills:
  • Microsoft Excel/PowerPoint/Word
  • Outlook
• Excellent verbal and written communication and presentation skills highly desirable
• Strong analytical problem solving skills

Knowledge and Abilities:

• Knowledge of the health care and/or PBM industry and its products and services
• Detailed oriented with strong analytical and problem solving skills
• Ability to manage timelines and meeting tight deadlines
• Ability to adapt in a dynamic work environment and make independent decisions
• Good organizational prioritizing skills and ability to multitask
• Strong customer service focus
• Demonstrated ability to work with other departments/teams to resolve issues
• Experience with use of ERP systems
• Experience with data input and reconciliation

This role is Work at Home/Flex which allows most work to be performed at home.

If you will be working at home occasionally or permanently the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

Qualified applicants will be considered without regard to race color age disability sex childbirth (including pregnancy) or related medical conditions including but not limited to lactation sexual orientation gender identity or expression veteran or military status religion national origin ancestry marital or familial status genetic information status with regard to public assistance citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at thislink.