Sr Analyst

<p><strong>With more than 7,000 employees, we are the largest health insurance company in Michigan. We offer an exciting work environment with a diverse group of employees. Our goal is to make health insurance easier for our members. We want to transform the industry and become a resource that people can trust.</strong></p>

Lansing, MI

Blue Cross Blue Shield of Michigan

When you think of <a href="https://www.bcbsm.com/" target="_blank" rel="noopener noreferrer">Blue Cross Blue Shield of Michigan</a> for health insurance, you can know you&rsquo;re getting much more. We're a company founded on a tradition of affordable, quality health care for everyone, improving the present and investing in the future.<br /><br />We offer:<br />Plans for employers and individuals that meet today&rsquo;s needs, budgets and lifestyle<br />The largest network of doctors and hospitals in the state<br />Lower health care costs Higher quality health care<br />Award-winning diversity practices<br />Grants and programs that promote better health throughout Michigan<br /><strong><br />Mission:&nbsp;</strong>We commit to being our members&rsquo; trusted partner by providing affordable, innovative products that improve their care and health.<br /><br /><a href="http://www.bcbsm.com/index/about-us/our-company.html" target="_blank" rel="noopener noreferrer"><strong>Click here</strong></a> to learn more about our commitment to our Social Mission, view company updates and reviews, and view our awards &amp; accolades.<br /><br />Learn more about your options as an external candidate. <a href="https://bcbsm.taleo.net/careersection/2/jobsearch.ftl?lang=en" target="_blank" rel="noopener noreferrer">Click here</a> to view open positions. http://www.bcbsm.com

keywords: leadership,teamwork,quality assurance,consulting,compliance,analysis,experience,knowledge,department requirements,degree,relationships,flexibility,management

Full-Time

Competitive Total Compensation Package

Overview: <span style="font-size: small;"><strong>Leadership responsibility to coordinate the development and implementation of programs and strategies to improve service&nbsp;</strong></span><span style="font-size: small;"><strong>to our customers.</strong></span>
Responsibilities: <ul> <li><span style="font-family: Arial; font-size: small;">Develop and improve work flows and business processes within area(s) to improve customer service, decrease operational costs and improve overall quality.</span></li> <li><span style="font-family: Arial; font-size: small;">Identify and/or analyze business problems and devise procedures for solutions to the problems. Effectively lead projects/teams in order to produce desired results.</span></li> <li><span style="font-family: Arial; font-size: small;">Responsible for corporate communication of project results.</span></li> <li><span style="font-family: Arial; font-size: small;">Recommend and assist with implementing standard policies and procedures for providing routine service.</span></li> <li><span style="font-family: Arial; font-size: small;">Assure that corporate compliance is communicated, implemented and monitored on an ongoing basis.</span></li> <li><span style="font-family: Arial; font-size: small;">Participate in systems testing, develop procedures/controls and provide recommendations for the ongoing improvement of the updated process.</span></li> <li><span style="font-family: Arial; font-size: small;">Assist personnel (both internal and external) by answering questions, supplying information and training.</span></li> <li><span style="font-family: Arial; font-size: small;">Develop and maintain an effective working relationship with customers.</span></li> <li><span style="font-family: Arial; font-size: small;">Other duties may be assigned.</span></li> </ul>
Requirements: <p><strong>Qualifications</strong></p> <ul> <li>Bachelor's Degree in related field preferred.</li> <li>Four (4) to seven (7) years experience in related field.</li> <li>Supervisory and/or Analyst experience required with proven experience in operational analysis, data analysis, and problem resolution type activities.</li> <li>Ability to plan, organize, direct and control projects.</li> <li>Excellent written and verbal communication skills.</li> <li>Ability to lead and contribute to process improvement projects.</li> <li>Working knowledge of PC applications and/or mainframe required.</li> <li>Other related skills and/or abilities may be required to perform this job.</li> </ul> <p><strong>DEPARTMENTAL REQUIREMENTS:</strong></p> <ul> <li>Experience leading technology implementation initiatives (e.g. system upgrades, new technology rollouts, etc.).</li> <li>Ability to develop testing processes (including documentation) and procedure to perform UAT.&nbsp;</li> <li>Identify and develop strategic plans and create Business Cases to support the organizational goals for the overall IVR strategy.</li> <li>Ability to manage projects from Initiation to Implementation.</li> <li>Ability to partner with departmental key stakeholders and cross-functional groups (call centers, IT,&nbsp; etc.) to identify opportunities for improving process and daily operations.</li> <li>Adaptable to customer/business needs &ndash; including flexibility in scheduling.</li> <li>Ability to educate key partners on strategic direction and sell the value.&nbsp;&nbsp;</li> <li>Identify opportunities and root cause solutions, engaging appropriate parties.&nbsp;&nbsp;</li> <li>Ability to understand call routing theory/concepts.&nbsp;</li> <li>Knowledge of key business drivers/cycles.</li> <li>Knowledge of reporting and data platforms to create reports in an easily readable format.</li> <li>Ability to read and interpret technical documentation and provide business level summaries</li> <li>Ability to present to diverse groups of people and share technical details in business language</li> </ul> <p><strong>PREFERRED SKILLS:</strong></p> <ul> <li>Experience leading IVR -design, clean up and maintenance initiatives.&nbsp;</li> <li>Analysis and interpretation of IVR &ndash; VUI , caller behavior and IVR limitation to identify&nbsp; potential IVR Gaps or enhancements.&nbsp;</li> <li>SQL Database query creation.</li> <li>Knowledge of Access databases, Crystal Reports, SharePoint.</li> <li>Knowledge&nbsp;Verint Impact 360 ( Blue Pumpkin)</li> <li>Experience with Cisco IVR applications</li> <li>Experience with NICE IVRO reporting</li> </ul>