Sr. Operations Analyst (ICHRA) (Hybrid)

Who We Are:

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com. 

Summary of the Role: HSA Insurance is an insurance marketplace serving individuals, families, and small businesses across Massachusetts and Rhode Island. We specialize in providing off‑exchange health and dental plans that offer flexibility, value, and personalized support. In addition, we support the growing Individual Coverage HRA (ICHRA) model and partner with third‑party ICHRA administrators to help employers and their employees navigate and implement this innovative approach to group health coverage

We in search of a Senior Operations Analyst to perform a variety of operational duties in support of our client, broker, and vendor partnerships. The position requires timely and accurate response and resolution of client, broker, and ICHRA administrator specific issues and inquiries.  Successful candidates will have strong decision making and analytical abilities, a passion for delivering exceptional service, and ability to work across all departments within our organization.

Essential Duties & Responsibilities:

• Responsible for the timely and accurate response to and resolution of client specific requirements to ensure appropriate access to healthcare services:
• Coordinate with internal teams to support and ensure smooth new ICHRA implementations and employee enrollments. Ensure all client needs are met, addressing any issues that arise.
• Respond quickly and accurately to all client escalations and inquiries, demonstrating expertise and knowledge of products and processes. Ensure proper processing of new enrollments, qualifying life event transactions, plan/carrier changes and other demographic changes. Facilitate escalations when appropriate.
• Assist with reporting to ensure reconciliation and other coverage issues are addressed in a timely manner. Take action to resolve open issues as necessary, coordinating with both internal and external parties.
• Onboard new brokers, including management of appointment process, ensuring licensure and other requirements are met, handle initial communications with brokers and provide demonstrations of all systems that support our brokers with new clients and management of their existing clients.
• Manage annual broker re-certifications. Collect documentation, ensure systems accurately reflect status of broker appointments.
• Manage broker of record activity and broker administrative changes.
• Participate in community and industry events to identify and develop new broker relationships and to maintain/enhance existing broker relationships.
• Works closely with Senior Management on developing and implementing strategic initiatives related to our broker network.
• Handle general inquiries and escalations on behalf of our brokers.
• Build and maintain strong relationships with clients to ensure satisfaction and long-term partnership.
• Maintain a thorough and up-to-date understanding of health insurance carrier eligibility and enrollment guidelines and processes. Serve as the go-to resource for addressing documentation and process requirements.
• Participate in efforts related to the development and documentation of department policies and procedures.
• Identify trends and provide feedback to support process improvement and product evolution.
• Provide operational support for special projects and periodic work orders from partners.

Knowledge, Skills, and/or Abilities:

• Excellent communication, presentation, collaboration, and problem-solving skills.
• Ability to effectively multi-task and possess excellent attention to detail with exceptional follow-up skills.
• Networking and relationship building capability.
• Analytical skills with the ability to learn and apply new concepts and technologies quickly and efficiently.
• Proven track record of dependability and reliability with an exemplary attendance record.
• Self-motivated with the ability to work well independently and as part of a team with minimal direct supervision.
• Passion for driving innovation, encouraging growth, and striving for constant improvement.
• Proficient in Microsoft Office, specifically Excel, with the ability to analyze and manipulate data from multiple sources.

Education and/or Experience:

• BA/BS degree in business or related field.
• Minimum 3-5 y