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Member Services Operations Analyst

RxBenefits, Inc., 3700 Colonnade Parkway, Birmingham, Alabama, United States of America Req #138
Tuesday, October 8, 2019
Founded in 1995, RxBenefits occupies a unique niche in the healthcare benefits industry as a strategic expert on pharmacy benefit procurement and administration.  Staffed by veterans of the benefit and pharmacy industries, our first specializes in advocacy services for consultants on behalf of employers, employees, and their covered dependents.  With our guidance and specialized expertise, clients maximize the value of their pharmacy benefits, enjoying a significant increase in services and cost savings.  As a proven pharmacy partner, RxBenefits provides all pharmacy benefit manager (PBM) administrative services, ensures contract criteria and performance guarantees are met or exceed requirements, and produces quantitative results on the value of the offerings. Our firm is the only pharmacy administration company in the U.S. that brings award-winning service to employers while leveraging the industry-leading capabilities of top PBMs. RxBenefits serves a national client base from our headquarters in Birmingham, Alabama.

Member Services Operations Analyst

RxBenefits is hiring!
We are adding an Analyst to the Member Services team in our Birmingham, AL office. This role will work in a Contact Center environment and be responsible for quality analysis, workforce management, training-related and departmental support tasks. Key responsibilities include quality reviews of member calls, forecasting, scheduling and adherence functions as well as overall data management, monitoring department goals, quality and client report requests. This function will also be involved with researching and resolving issues as it pertains to the correctness of data and its presentation.

Job Duties Include:

  • Conducting call quality reviews to determine quality and accuracy based on area expectations

  • Creating and maintaining job aid and training documents

  • Identifying knowledge gaps and working with management and training to resolve

  • Works to ensure documentation is available in sources that work for team members (SharePoint, GIS, etc.) to encourage reading and understand with easy reference back to resources for review.

  • Managing forecasting and schedules to ensure adequate coverage at all times of operations

  • Monitors attendance, PTO, scheduled trainings and meetings and their effect on operations

  • Manages/produces daily, weekly and monthly reports that provide management guidance on goals and quality

  • Gathers data and produces reports on demand for account management, business development, clinical operations or other internal departments

  • Provides analytical and business support for special projects

Required Skills / Experience:

  • Bachelor's Degree preferred, equivalent work experience may be considered

  • Minimum of 2 years of experience in a contact center environment

  • Demonstrated strong data analysis skills

  • Excellent problem-solving skills

  • Excellent verbal and written communication skills

  • Proven ability to remain organized and handle multiple and competing priorities

  • Strong customer service orientation

Preferred Skills / Experience:

  • Minimum 2 years of experience in workforce management, preferably in a contact center with 50+ employees

  • Experience with workforce management software (scheduling, performance tracking, reporting)

  • Pharmacy and/or healthcare knowledge, including claims processing

  • Knowledge of technology/ platforms (i.e. Microsoft Office, PBM system, WFM systems)

  • Strong technical acumen and an understanding of major industry sector trends

RxBenefits is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Other details

  • Job Family Member/Client Services
  • Pay Type Salary
  • Employment Indicator Regular
  • RxBenefits, Inc., 3700 Colonnade Parkway, Birmingham, Alabama, United States of America