UPMC Health Plan has an exciting opportunity for a Business Strategic Analyst Intermediate position in the Strategic Op Support department. This is a full-time position working Monday through Friday daylight hours and will be a hybrid position consisting of working from home and in office.
The Business Strategic Analyst Intermediate is responsible for identifying business opportunities within our data and then preparing, piloting, and implementing strategic initiatives based on these findings. The Business Strategic Analyst Intermediate must have clear understanding of the business, functional and technical needs for new implementations. Furthermore, the position requires the ability to articulate these opportunities to internal and external audiences, implement the solutions, and track and monitor the progress. The Business Strategic Analyst Intermediate will provide analytical/strategic-thinking and leadership support that enables the call center team to; 1) identify top call trends, 2) isolate business issues, 3) support development of formal recommendations to senior leadership, 4) help create/modify document components (e.g. operational strategies, operational processes) that inform critical issues and decision making.
Responsibilities:
- Performs other duties as assigned.
- Identify ways to increase adoption and customer satisfaction.
- Identify trends to implement process/performance improvements; communicate trends and updates to management and internal resources.
- Provide ongoing feedback to the call center regarding training progress, opportunities and needed program modifications.
- Evaluate, analyze, and trend customer interaction indicators, data, performance metrics, and monitoring reports.
- Gathering, reporting, analyzing results from various sources to determine success of pilots and full launches.
- Analyze trends within assigned operations, including contact volumes, contact patterns, staff productivity, staff capacity, and resource allocation, and use the analysis results to forecast patterns.
- Work with business owners to identify key business issues, articulate problem, apply right analytical framework, develop solution and recommendations, represent findings to stakeholders and own the outcome.
- Interpret, evaluate and interrelate research data and develop integrated business analyses and projections for incorporation into strategic decision-making recommendations, represent findings to stakeholders and own the outcome.
- Improve systems by studying current practices; designing modifications.
- Building new processes and best practices with launch of successful initiatives.
- Construct workflow process; studying system capabilities, written specifications.
- Determine operational objectives by studying business functions; gathering information, evaluating output requirements and formats.
- Assist with the creation/modifications of procedures/training manuals
- Review quality statistics/trends; coordinate with the QA Audit area to implement necessary steps for improvement.
- Participate in customer/client listening programs and identify customer/client expectations and needs
- Understand and negotiate needs and expectations of multiple stakeholders.
- Performs in accordance with system-wide competencies/behaviors.
- Bachelor’s level degree or equivalent 4 years of experience
- Master’s level degree preferred but not required
- Experience in health care insurance or health care industry preferred, but those with relevant experience in other industries will be considered
- Relevant experience in the following areas is required; 1) market research, 2) experience using quantitative, business intelligence and/or relational database 3) manipulation of data
- Strong written and oral communications, detail oriented, analytical, and inquisitive
- Excellent time management skills & strong attention to detail are mandatory
- Strong logical approach to verifying product requirements
- Ability to work independently and with others
- Effective organization and time management skills
- Ability to work in a fast-paced environment
Licensure, Certifications, and Clearances:
UPMC is an Equal Opportunity Employer/Disability/Veteran