Senior Operations Analyst - Health Alliance Plan - Troy
GENERAL SUMMARY:
Conduct root cause analysis on service failure/issues that affect Member/Provider populations. Provide customer centric expertise to corporate committee to ensure benefit designs and operational process are developed from a Customer Service prospective. Collaborate with department/cross functional departments in coordinating processes of enhancing the customer experience.
PRINCIPLE DUTIES AND RESPONSIBILITIES:
- Under the direction of Management, be accountable for strategic activities within the department. Collaborate with other departments to determine the appropriate focus, direction, timeline and achievements of all major Customer Service initiatives.
- Oversee forecasting and planning metrics in order to support Client Services and ensure adequate staffing levels necessary to maintain member satisfaction.
- Develop staffing schedules that support the forecasted workload and enables Client Services to meet service level objectives, quality objectives and employee paid time off entitlements.
- Oversee Customer Service compliance requirements to ensure guidelines are met, including monitoring the OMT system.
- Participate in formulating company/department policies and procedures as well as facilitating the development of goals and objectives.
- Project management process ownership in order to recommend and implement process changes to increase project and division performance.
- Partner with management to champion projects that support HAP’s Strategic Vision. Ensure that all support and services delivered to the customers are completed with high quality, appropriate functionality, and in a timely and cost effective manner. Ensure that all projects meet or exceed commitments made to the customer.
- Conduct yearly financially oriented analysis associated with operational cost savings initiatives to assist in evaluating the effectiveness of current operations. Communicate and describe findings to business questions and objectives pertaining to those operational costs.
- Prepare and deliver well-organized and compelling reports and presentations to reflect key objective to senior leadership.
- Attend meetings and offer operational perspective in the absence of Customer Service leadership.
- Collaborate and assist Customer Service leadership with ongoing continuous improvement activities.
- Participate in Committees to represent the interests of Customer Services’ goals and objectives. Develop and maintain strong professional relationships across departments and with external customers.
- Perform other duties as assigned.
Project Planning:
- Lead in planning projects, including requirements, design, construction, testing, acceptance, implementation and post-implementation review of project deliverables.
- Define and negotiate Project Scope and Deliverables.
- Identify costs and benefits of the project.
- Plan and schedule user training related to the project’s implementation.
- Document and communicate process models, project scope, deliverables and commitments.
Project Execution:
- Lead complex initiatives to a successful conclusion. Manage Project Teams and ensure that project resources are utilized in an effective and efficient manner.
- Produce project status reports, work-plans, timelines, budget reports, risk management, issue lists, and project metrics.
- Monitor progress, change control, and issue resolution.
- Manage scope change, issue resolution, and negotiate change in deliverables.
- Ensure appropriate documentation for user manuals, and training materials.
- Provide feedback to the line manager on team member performance.
- Manage post implementation support.
- Provide post implementation project review
- Design performance metrics to measure project impact
- Bachelor’s degree in business, health care administration, or related field.
- Master’s degree in business, health care administration, psychology or related field is preferred.
- Three (3) years of experience in health care industry or managed care experience in a customer service department is required.
- One (1) year of experience in work force management or strong computer skills and aptitude for:
- Network environments
- Microsoft office applications
- Outlook
- CRM
- Workforce Management
- Two (2) years of experience in project management, project implementation, and financial analysis is required.
- Proven skills in successfully coordinating and completing multiple priorities.
Overview
Henry Ford Health System, one of the largest and most comprehensive integrated U.S. health
care systems, is a national leader in clinical care, research and education. The system includes
the 1,200-member Henry Ford Medical Group, five hospitals, Health Alliance Plan (a health
insurance and wellness company), Henry Ford Physician Network, a 150-site ambulatory
network and many other health-related entities throughout southeast Michigan, providing a
full continuum of care. In 2015, Henry Ford provided $299 million in uncompensated care.
The health system also is a major economic driver in Michigan and employs more than 24,600
employees. Henry Ford is a 2011Malcolm Baldrige National Quality Award recipient. The
health system is led by President and CEO Wright Lassiter III. To learn more, visit HenryFord.com.
Benefits
Whether it's offering a new medical option, helping you make healthier lifestyle choices or
making the employee enrollment selection experience easier, it's all about choice. Henry
Ford Health System has a new approach for its employee benefits program - My Choice
Rewards. My Choice Rewards is a program as diverse as the people it serves. There are
dozens of options for all of our employees including compensation, benefits, work/life balance
and learning - options that enhance your career and add value to your personal life. As an
employee you are provided access to Retirement Programs, an Employee Assistance Program
(Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness
and access to day care services at Bright Horizons Midtown Detroit, and a whole host of other
benefits and services.
Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health System is
committed to the hiring, advancement and fair treatment of all individuals without regard to
race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,
weight, marital status, family status, gender identity, sexual orientation, and genetic information,
or any other protected status in accordance with applicable federal and state laws.