Operations Lead Analyst - Express Scripts - Remote

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 client’s requests and inquiries in alignment to SLAs and other contractual terms of the client.
• Driving resolution of client’s 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, off-shore 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
• Cross-functional 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 set-up, 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
• Bachelor’s 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 set-up 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 multi-task
• 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 expres