Monitor Issue Management Tool for tracking and assessment
Utilize root cause analysis strategies and documentation to communicate outcomes to end users and stakeholders
Assess and prioritize urgency (critical, high, medium, low) and impact of issue to cross-functional teams
Communicate urgent escalations to impacted teams for resolutions
Complete trends analysis regularly to communicate with Issue Management Manager and stakeholders
Identify department, enterprise and member impact to reduce
Identify coaching opportunities for end users by collaborating with managers based on trends
Identify year-over-year trends for continuous improvement opportunities
Provide issue status updates to Issue Management Manager and stakeholders

Bachelor’s degree required
4+ years of analytical reporting experience
3+ years of experience in operations, process improvement role
2+ years of experience in pharmacy benefits or related industry
Six Sigma yellow belt certification required within one year of start date
Experience with needs assessments and report development
Advanced skills within company standard MS Windows and associated office productivity software tools (Word, Excel, PowerPoint) required
Smartsheet or project management system/tool experience required
Proven history of utilizing issue management processes and working among cross-functional teams
Strong understanding of root cause analysis process
Experience gathering, conducting analysis and evaluating data, identifying actionable insights, and developing clear and compelling solutions and strategies from the findings
Broad business knowledge and ability to link customer needs with business processes
Highly collaborative team player with the ability to work effectively across all departments to build successful relationships with various stakeholders to drive a culture of accountability
Excellent communication and interpersonal skills; able to work with people of varied technical backgrounds and management levels
A high level of curiosity, passion for learning, and passion to help others be successful
Ability to manage workload autonomously, make decisions, work in a complex environment.

Remote first work environment
Choice of a HDHP or PPO Medical plan, we pay 100% of the premium for the HDHP for you and your eligible family members
Dental, Vision, Short
and Long-Term Disability, and Group Life Insurance that we also pay 100% of premiums (for your family too on Dental and Vision)
Additional buy-up options for Short
and Long-Term Disability and Life Insurance
401(k) with an employer match up to 3.5% available after 60 days
Community Service Day to give back and support what you love in your community
10 company holidays including MLK Day, Juneteenth, and the day after Thanksgiving plus a floating holiday to use as you like
Reimbursements for high-speed internet, we’ll send you a computer and monitors to help you do your best work
Tuition Reimbursement for accredited degree programs
Paid New Parent Leave that can be used for adoption or birth
Pet insurance to protect your furbabies
A robust mental health benefit and EAP service through Spring Health to support you when you need it most

Client Issue Management Triage Analyst

Key skills