Pipeline-Operations Lead Analyst

Job Description Attached

non-negotiable skills :

• Excellent Verbal and Written Communications
• Analytical Skills
• Collaboration

Education

• Associates degree required
• Bachelors degree preferred
• years of relevant work experience

IMT OPERATIONS LEAD ANALYST

Role Summary :

Provides advanced professional input to complex Operations Management assignments / projects. Supports and provides direction to more junior professionals.

Works autonomously, only requiring expert level technical support from others. Exercises judgment in the evaluation, selection, and adaptation of both standard and complex techniques and procedures.

Utilizes in-depth professional knowledge and acumen to develop models and procedures, and monitor trends, within Business Operations.

May lead projects or project steps within a broader project or have accountability for ongoing activities or objectives.

May assist in business processing, service levels and reporting. Is responsible for preparing and reviewing key statements and document related to business operations or key accounts.

May gather results and prepare reporting for distribution to clients. Ensure that production levels and targets are achieved and effective processing controls are in place.

The IMT Operations Lead Analyst is an organized, analytical thinker who is responsible for triaging and managing issue tickets within the Client Service Delivery organization, and quickly determining the next best step to take in order to resolve the issue.

The IMT Analyst collaborates with many cross-functional teams to ensure the ticket moves expeditiously through the process to closure or cancellation.

Roles and Responsibilities :

• Triage and manage Issue Management Tickets (IMTs) which are submitted by internal resources on behalf of themselves as well as clients and patients
• Coordinate with multiple cross-functional organizations on next steps for tickets
• Serve as an IMT Facilitator as required in order to assist the resolution of complex issues including organizing and leading facilitation meetings for escalated issues with cross-functional teams
• Assist with building and maintaining operational procedures and documentation
• Identify and participate in IMT-related process improvement projects as required
• Periodically report out to IMT leadership regarding specific tickets or projects
• Other duties as assigned

Key Qualifications :

• Bachelors degree or - years of relevant work experience
• Solid customer service, analysis, critical thinking, and problem solving experience required
• Proven experience using Microsoft Word, Excel, Outlook, and PowerPoint
• Flexibility to support peak seasons
• Ability to deliver multi-mode communications to leadership and cross functional partners
• Ability to quickly to adapt
• Experience with the Healthcare industry a plus
• Experience with Service Now a plus

Competencies :

• Situational Adaptability Adapting approach and demeanor in real time to match the shifting demands of the different situations and learning to be flexible in completing job assignments
• Optimizes Work Processes knowing the most effective and efficient processes to get things done through the defined standards and processes, with a focus on continuous improvement of those processes through critical and analytical thinking
• Organizational Savvy maneuvering comfortably through complex policy, process, and people-related organizational dynamics to gain an understanding of how to get things done within the organization and its culture
• Collaborates Building partnerships and working collaboratively with others to meet shared objectives through making productive contributions to the group and volunteering to assist when and where needed
• Resourcefulness securing and deploying resources effectively and efficiently; juggling various priorities and workplace demands

EEO :