Service Delivery Analyst

Our work matters. We help people get the medicine they need to feel better and live well.  We do not lose sight of that. It fuels our passion and drives every decision we make.

Job Posting Title

Service Delivery Analyst

Job Description

The Service Delivery Analyst is responsible for coordinating with clients to resolve individual member issues and to solve larger service-related issues within Member Operations that may impact multiple members and serves on a team that is the single point of contact for internal client engagement support and member experience at the plan level. This position assists in leading client meetings to review operational performance to identify enhancements to processes and training and recommends adoption of best practices to reduce effort required of customers. 

Responsibilities

• Assist in leading client meetings to review operational performance for Member Operations and make recommendations for adoption of best practices to reduce member effort
• Assist to clarify, manage and prioritize all client requests relative to operational processes in partnership with the Service Excellence team
• Maintain client action logs to drive internal project plans and report results/progress to clients
• Provide project status reports and discuss priority issues with operational leaders and other involved staff to ensure quality, on-time deliverables to clients
• Identify areas/potential projects where process redesign/improvement can significantly impact efficiency, quality, profitability, competitive position and customer satisfaction
• Support clients by operating as the liaison between Member Operations teams
• Other duties as assigned

Minimum Qualifications

• Bachelor’s degree in business or related area of study, or equivalent combination of education and/or relevant work experience; HS diploma or equivalent GED required
• 2 years of work experience in health care industry, operations to include 1 year in client relations or escalations experience
• Must be eligible to work in the United States without need for work visa or residency sponsorship

Additional Qualifications

• Team player, comfortable with fast paced, changing environment and ambiguity
• Excellent communication skills, verbal, written and presentation, with the ability to communicate information in a manner that promotes credibility and facilitates the resolution of different views
• Able to work effectively with all organizational levels
• Proficiency in Microsoft Word, Excel and PowerPoint

Preferred Qualifications

• Experience interfacing or partnering (presenting, interacting) with clients or leaders to resolve complex business issues
• CPT (Certified Pharmacy Technician)

Minimum Physical Job Requirements

• Ability to travel up to 10% of the time
• Ability to work a flexible schedule including weekends, holidays, overtime, on-call, and shifts outside of Prime’s core business hours of 9:00 am to 3:00 pm
• Constantly required to sit, use hands to handle or feel, talk and hear
• Frequently required to reach with hands and arms
• Occasionally required to stand, walk and stoop, kneel, and crouch
• Occasionally required to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus

Reporting Structure

• Reports to a Supervisor or Manager in the Service Delivery department

Potential pay for this position ranges from $59,000.00 - $94,000.00 based on experience and skills. Pay range may vary by 8% depending on applicant location.

To review our Benefits, Incentives and Additional Compensation, visit our Benefits Page and click on the "Benefits at a glance" button for more detail.

Prime Therapeutics LLC is proud to be an equal opportunity and affirmative action employer. We encourage diverse candidates to apply, and all qualified applicants will receive consideration for employment without regard to race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, or any other basis protected by law. 

We welcome people of different backgrounds, experiences, abilities,