Customer Relations Business Analyst I

at  Hawaii Medical Service Association

JOB SUMMARY

Pay Range: $53,996 - $79,258
Note: Individuals typically begin between the minimum to middle of the pay range
The Customer Relations Business Analyst I leads research and analysis that supports Customer Relations Management to measure, monitor and adjust operations to meet key performance indicators. Additionally, the Business Analyst I will represent Customer Relations in department and corporate initiatives and projects or any other activity that impacts the member or provider experience.

MINIMUM QUALIFICATIONS

• Bachelor’s degree and two years of related work experience, or equivalent combination of education and related work experience.
• Strong verbal and written communication skills.
• Intermediate knowledge of Microsoft Office applications. Including but not limited to Word, Excel, Outlook, and PowerPoint.

• Independently conduct data analysis related to major projects and operational activities that includes the following activities:
• Design analysis and develop programs to gather data to be reported
• Analyze trending information to identify root causes and develop recommendations for resolution, prevention procedures, design member experience servicing pilot and processes improvement
• Constructing documentation analysis and execute solutions as directed by management.
• Analyze trends and make recommendations in relation to call/interaction volume, shrinkage to determine representative staffing level and representative performance measures.
• Responsible for the development of short and long-term forecasting to estimate performance needed to meet each stakeholder service level expectations.
• Serve as Customer Relations subject matter expert on major department and corporate initiatives, projects, process improvement or any other major activity as assigned by management independently.
• Independently ensure Customer Relations’ needs are addressed; must be able to clearly articulate business needs so that the department is not negatively affected and elevate concerns and issues to management when applicable. Pursue issues until a satisfactory resolution is reached.
• Support Call Center Operations
• Document business requirements to implement and test changes to Customer Relations call tree options and other communication channels that reach Customer Relations.
• Ad hoc analysis and reporting
• Assist staff with using telephone and CRM software
• Gather member or provider interaction documentation such as call recordings and call documentation as requested
• Performs all other miscellaneous responsibilities and duties as assigned or directed.