Medicare Product Operations Analyst

Role Overview

• Monitor and evaluate vendor call center interactions by listening to calls
• Ensure Medicare supplemental benefits are accurately explained to members
• Provide actionable feedback to vendor partners
• Track, document, and report quality and performance trends
• Support departmental goals related to process controls
• Identify operational gaps and process improvement opportunities
• Research and resolve identified call center concerns
• Take ownership in delivering an exceptional member‑centered experience
• Support additional implementation or operational initiatives

Requirements

• 3+ years of Medicare customer service experience
• 3+ years of experience researching and analyzing member issues
• Strong interpersonal skills
• Excellent written and verbal communication skills
• Strong time management and prioritization abilities
• Self‑starter with a positive approach
• Ability to flexibly support multiple vendors
• Proficiency with Microsoft Office tools (Excel, Word, Outlook)
• Highly organized, detail‑oriented
• Proven analytical skills
• Demonstrated commitment to customer service

Benefits

• medical, dental, and vision coverage
• paid time off
• retirement savings options
• wellness programs
• other resources, based on eligibility