Operations Analyst, Member Services (Call Center)

About us Common Ground Healthcare is a “who” not a “what.” As a cooperative, we are thousands of Wisconsin residents buying health together, supported by a staff focused on providing the best possible service to our members. We are a not-for-profit cooperative, governed by a made up of members who purchase our health insurance. Any earnings are returned to our members in the form of lower prices and better services.

Our Culture We are here because we can make a difference in the lives of others. We believe that serving our community is meaningful work and we hold it in the highest regard. We are vibrant, dynamic, and value-focused individuals who welcome different points of view, perspectives, and thoughtful solutions to challenges. We encourage teamwork, integrity, mutual respect, honesty and doing the right thing. We know the importance of showing appreciation for a job well done, celebrate our achievements, and make place for fun and laughter in the workplace.

Our Job We are continuously improving our efforts to serve our members and lower their overall healthcare cost through our three key pillars: Advocacy – – Innovation.

Does this sound like a culture you’d like to be a part of? Come join a fun team of committed professionals!

How You’ll Make a Difference The Member Services Operations Business Analyst will work with the operations group to define a future state for operational excellence and prioritize projects to achieve future state. The Operations Business Analyst is the advisor between stakeholders and users to the IT support functions; is responsible for driving improvements to Member Services to maximize call center operations effectiveness and efficiency, including the optimization of workflows and processes.

The position will serve as a key technical and resource for the leadership team, and act as a liaison between Operations and IT. The role provides leadership, quality assurance testing and project around establishing processes and workflows to support high quality, efficient, effective call center operations. This position regularly conducts call data analysis and recommends improvements to business processes and implements the same, as appropriate.

Utilize Your Skills By: • Leading the creation of the plan to achieve company goals related to call center operations, with a focus on increasing the efficiency and improving overall quality results; • Maintaining optimal configuration of the call center technology; • Creating test plans and performs user acceptance testing (UAT) of new system functionality; • Analyzing the feasibility of, and participates in the elicitation of requirements for, new systems and enhancements to existing systems; ensures system design fits the needs of the users; • Analyzing and evaluates various workflow processes to achieve optimum performance; Develops policy and procedures to improve efficiency, cost-effectiveness, and/or improve internal and external service; • Serving as Member Services Operations subject matter expert for IT managed system projects or other corporate project initiatives; • Creating and/or assisting with documenting new call center business processes, related to the implementation of system changes; • Conducting research and root cause analysis on various call center issues to identify and resolve issues; • Determining the prioritization of call center issues by identifying report needs and collaborating with the data analyst team to create such reports, where needed; • Conducting analysis around various call center processes to ensure accuracy of system configuration and serves as a representative for Member Services within the Production Support process; • Providing technical and process assistance in training, mentoring, and coaching end-users in the Member Services department; • Directing or participating in studies of new and existing call center related programs and related projects to determine feasibility, resolve problems including organizational, procedural, technical and fiscal research and analysis; • Ensuring efficient utilization of resources.

What You’ll Need to Bring: • Bachelor’s Degree or equivalent work experience • 3+ years of health insurance industry experience is preferred • 3+ years of experience with systems testing • Experience with configuring call center software is preferred • Advanced or Intermediate skill level utilizing Excel • Proficient in Microsoft Office 365 • Proven ability to evaluate operations and realign tasks and activities to appropriate level, including ability to plan, audit, monitor and control workflows

We’ve Got You Covered CGHC offers a comprehensive benefit package and broad range of programs to meet the needs of our employees to help protect your health, wealth, and future.

Qualified applicants should send their cover letter, resume and salary requirements to: [email protected]

2