Sr. Client Operations Analyst

How will this role have an impact?

A Sr. Client Operations Analyst supports the relationships with our health plan partners by providing prompt and accurate follow-up based on client requests, responding to ad-hoc reporting and deliverables from internal and external stakeholders, and pulling data to conduct thorough analysis. The Client Operations Analyst is responsible for maintaining client marketing materials, as well as recurring metrics and other support information necessary for effective client calls and capturing accurate notes for current and future follow-up items. They ensure that deliverables are posted on time based on requirements outlined by our clients. This role will report to a Sr. Manager, Client Operations.

Responsibilities: 

• Provide support for one or more complex, high-volume, national clients.
• Develop and implement strategic programs and projects that align with the company's healthcare business objectives
• Collaborate with leadership to define program goals, scope, and success metrics
• Lead cross-functional project teams and provide direction and support throughout the project lifecycle
• Partner with internal teams in support of client program objectives
• Regular meetings with internal stakeholders to ensure alignment on client requirements & deadlines
• Organize and present KPIs to internal stakeholders
• Execute on client SLAs relative to reports, deliverables, and member feedback
• Assist with reconciliation efforts to ensure all client deliverables meet or exceed SOW requirements
• Client meeting documentation: data entry, meeting minutes, action items
• Oversight of client marketing materials and direct mail campaigns
• Monitor success and serve our clients through the completion of ad-hoc reporting projects
• Quality assurance for reports and deliverables; report manipulation based on client requirements
• Communicate updates and escalations with internal stakeholders in support of client programs
• Ticket submission and tracking for client requests directly related to the success of the program
• Internal tracking, documentation, and client response formulation for member grievance
• Account coverage in the absence of the Client Success Executive or Manager

We are looking for someone with:

• Bachelor’s degree preferred but not required
• 2+ years of relevant work experience
• Client-facing experience preferred but not required
• Astute in reviewing and organizing data in Excel
• Experience using Google Suite (Gmail, Sheets, Slides)
• Ability to clearly articulate via verbal and written communication
• Meticulous self-starter with a proven track record of working independently in a remote, fast-paced environment
• Experience balancing multiple work commitments and prioritizing tasks appropriately
• Confidence to seek clarification when encountering unfamiliar situations
• Effectively collaborates with cross-functional teams

As Signifiers, we are the heart of our culture. We define and build it -- from how we treat each other, to responding to our members’ needs and serving our communities. Living our Heart At Work Behaviors™ in every interaction every day helps us to put our purpose into action for our customers and members and create a workplace where we can all thrive. Every Signifier plays an important role in creating the culture we need, want, and deserve. We do this by putting people first, joining forces, creating simplicity, championing safety and quality, rising to the challenge, and inspiring trust. Join our team and bring your heart to work as we innovate and deliver solutions to make health care more personal, convenient and affordable.

The base salary hiring range for this position is $47,000 to $75,400. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  Eligible employees may enroll in a full range of medical, dental, and vision benefits, 401(k) retirement savings plan, and an Employee Stock Purchase Plan.  We also offer education assistance, free development courses, paid time off programs, paid holidays, a CVS store discount, and discount programs with participating partners.  

About Us:

Signify Health is helping build the healthcare system we all want to experience by transforming the home into the healthcare hub. We coordinate care holistically across individuals’ clinical, social, and behavioral needs so they c