Overview

HaloMD

 

TOC Operational Analyst – Client Facing

 

Who We Are

HaloMD is a leader in Independent Dispute Resolution (IDR) under The No Surprises Act and state regulations, empowering out-of-network healthcare providers with cutting-edge technology and industry expertise to maximize reimbursements.

 

Job Summary

The Operational Analyst plays a critical role within the Technical Operations Center (TOC), serving as the primary liaison between our operations team and key clients while turning raw data into actionable insights that drive operational efficiency, automation resilience, and strategic decision-making. This role is responsible for proactively monitoring system and automation performance, identifying workflow bottlenecks, and directly engaging with clients to address data quality issues and operational concerns. The analyst must be polished, articulate, and comfortable in client-facing situations while maintaining technical expertise in a fast-paced, high-growth environment. With a focus on real-time operations, the analyst collaborates closely with developers, incident managers, and business stakeholders to surface risks, uncover trends, and ensure both the reliability of core technologies and exceptional client experience.

Responsibilities

Essential Job Duties and Responsibilities

 

Client Relationship Management

• Serve as the primary technical liaison for assigned client accounts, participating in weekly client meetings to discuss operational performance, data quality, and system health.
• Directly collect client feedback on data quality issues, system performance concerns, and operational requirements.
• Collaborate with incident managers to ensure client-reported issues are prioritized, tracked, and resolved within agreed SLAs.
• Translate technical concepts into business-friendly language for client communications.

Workflow Monitoring

• Proactively monitor automations, applications, data pipelines as it relates to client specific processes to detect failures, performance degradation, or delays.
• Surface abnormalities in real time with particular attention to client-impacting issues and ensure timely triage or escalation when thresholds are exceeded.

Root Cause Analysis

• Investigate operational disruptions using logs, monitoring data, queries, and system outputs across automation, data, and application layers.
• Contribute to resolution plans and collaborate with support and engineering teams to implement durable fixes and prevent recurrence.
• Provide clear, timely updates to clients during incident resolution processes.

Performance Metrics

• Build and maintain client-specific dashboards and reports that monitor SLA compliance, automation throughput, application uptime, error rates, and data quality metrics.
• Prepare regular client-facing reports and presentations on operational performance and improvement initiatives.
• Ensure visibility into system-wide operational KPIs across teams, leadership, and client stakeholders.

Process Optimization

• Use performance data to identify inefficiencies, recurring issues, or high-friction workflows that impact client experience.
• Recommend enhancements that streamline operations, improve reliability, and support scale while considering client requirements and feedback.

Cross-Team Collaboration

• Partner with developers, incident managers, infrastructure teams, and business stakeholders to translate client feedback and trends into actionable improvements.
• Ensure alignment between client expectations, business priorities, and technical operations through data-backed insights and feedback loops.
• Facilitate communication between technical teams and clients during complex issue resolution.

Ad Hoc Analysis

• Conduct deep-dive investigations into client-reported issues, escalations, exception cases, and performance anomalies.
• Deliver targeted reports and visualizations to support both internal decisions and client communications.

Documentation

• Maintain detailed, up-to-date documentation for client-specific issues, operational workflows, dashboards, and escalation procedures.
• Ensure all knowledge is well-organized, accessible, and aligned with incident and change management standards.
• Document client feedback, requirements, and resolution outcomes for knowledge sharing and process improvement.

Qual