Business Analyst - LTC Customer Care Claims

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today. 

Working Arrangement

Job Description

John Hancock is currently transforming our Long-Term Care business to help our customers age in place and receive the care that they need.  This team focuses on the delivery of solutions that create and support engaging and streamlined experiences for our customers, producers, and employees, leveraging vendors, digital platforms and/or solutions.

The business analyst will be focused on supporting our long-term care wellness and preferred provider strategies in an agile delivery model by providing key analysis and project support to implement key initiatives.

Responsibilities:

• Investigate business problems/needs and recommend and implement solutions.
• Analyze data and work with management to develop creative solutions.
• Work as advised by management team to research and document business issues, including workflow procedures, employee pain points, customer difficulties and operational processes.
• Coordinate recommended process changes, enhancements and implementations including pilot and test plans to validate proof of concepts and gain takeaways. 
• Participate and contribute to multiple roles throughout the project lifecycle: user story definition, requirement gathering, project coordination, testing coordination, user acceptance testing, process documentation and training.
• Act as business unit liaison with other business units including Information Systems, Human Centered Design, Marketing, Advanced Analytics, etc.
• Identify and recommend staff training needs and launch market plans in response to process changes or new product/system implementations.

How will you create impact?
You will be part of the LTC Health & Prevention squad, reporting directly into the AVP of Health & Prevention. This role is essential in enabling us to transform how we engage with our end customers and enable them to age in place and receive the care that they need.

What motivates you?

• You obsess about customers, listen, engage, and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for:

• 2 - 3 years of business experience including progressive business analysis experience.
• Business knowledge and understanding of the long-term care insurance or related industries.
• Business knowledge and understanding of wellness programs for the aging population.
• Knowledge of the geriatric/senior care landscape.
• Business knowledge and understanding of geriatric care services (Home Health, Assisted Living, Skilled Nursing, etc.).
• Strong analysis and solution-oriented approach.
• Demonstrated experience implementing solutions that drive business results.
• Experience launching solutions in digital platforms.
• Good understanding of project management methodologies and workflow design.
• Understanding of system design and analysis and user testing.
• Strong organization, communication, and interpersonal skills.
• Ability to cultivate relationships with key collaborators representing a broad range of functions and levels.
• Effective interviewing, facilitation, and presentation skills.
• Proficient in Excel and PowerPoint.
• Knowledge of Salesforce and Adobe Analytics is a plus.

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you:

• Values-first culture
  We lead with our Values every day and bring them to life together.
• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.