Analyst - Service Analytics & Insights

Blue Cross Blue Shield of Michigan; Detroit (MI); Hybrid; USD 65,000 - 85,000; Full time

Job summary

Blue Cross Blue Shield of Michigan is seeking a results-driven professional to analyze and improve production workflows and service quality. You will support evaluation, development, and implementation of new processes to boost customer satisfaction and efficiency.

The role involves coordinating projects, compiling data, maintaining reporting systems, and communicating updates to leadership. Strong communication, teamwork and problem-solving skills are essential in a fast-paced, matrix

Qualifications

• Bachelor's Degree preferred.
• Two (2) years of experience required.
• Effective verbal, written communication and interpersonal skills.
• Ability to work independently or in a team environment and interact with all levels of the organization.
• Effective analytical and problem-solving skills to identify, evaluate, recommend and implement changes to processes or procedures to address problems and improve departmental effectiveness.
• Organizational skills and ability to prioritize; must be able to coordinate multiple activities with varying timelines.
• Proficient in Microsoft Office suites.
• Ability to develop and maintain effective working relationships.

Responsibilities

• Assist and support management in evaluating, recommending, establishing, implementing, and analyzing new and improved production workflows, work processes, and programs to improve customer service levels and quality.
• Support development, coordination, and implementation of projects to enhance efficiency of procedures, methods, controls, and performance.
• Compile and analyze operational data to identify and resolve business problems.
• Utilize and maintain reporting systems; participate in testing, develop procedures/controls, and propose improvements.
• Provide leadership team with status updates on projects and issues.
• Communicate and recommend policy changes to achieve project objectives; document departmental procedures.
• Create and present reports and presentations to display operational data and propose changes.
• Provide support to internal departments and external entities by answering questions, supplying information and training.
• Participate on special projects or workgroups as assigned.

Skills

Verbal communication

Written communication

Interpersonal skills

Analytical skills

Problem-solving

Organizational skills

Teamwork

Microsoft Office

Education

Bachelor's degree

Tools

Reporting systems

Job description

Responsible for assisting and supporting management in the evaluation, recommendation, establishment, implementation and analysis of new and improved production workflows, work processes for systems, reporting and new products/programs to improve customer service levels and overall quality.

• Support the development, coordination, and implementation of projects to enhance the overall efficiency of operational procedures, methods, controls, and performance.
• Compile and analyze operational data to identify and resolve business problems.
• Utilize and maintain available reporting systems. Participate in systems testing, develop procedures/controls and provide recommendations for the ongoing improvement of the updated process.
• Provide leadership team with status updates on projects and issues.
• Communicate and recommend policy changes to achieve project objectives. Assist in documenting departmental procedures.
• Create and present reports and presentations to display operational data and propose business changes.
• Provide support to both internal departments and external entities by answering questions, supplying information and training.
• Participate on special projects or workgroups as assigned.

Qualifications

• Bachelor's Degree in a related field is preferred.
• Two (2) years of experience in a related field is required.
• Effective verbal, written communication and interpersonal skills.
• Ability to work independently or in a team environment and interact with all levels of the organization.
• Effective analytical and problem-solving skills to identify, evaluate, recommend and implement changes to processes or procedures to address problems and improve departmental effectiveness.
• Organizational skills and ability to prioritize; must be able to coordinate multiple activities with varying timelines.
• Proficient in Microsoft Office suites.
• Ability to develop and maintain effective working relationships.

Departmental Preferences

• 1-2 years experience working in a Contact Center or a support area, with ability to demonstrate extensive business knowledge, including knowledge of applicable processes and procedures.

All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability.

Job Info

• Job Identification 14733
• Job Category Multi-divisional
• Legal Employer Blue Cross Blue Shield of Michigan Mutual Insurance Company
• Locations 600 E Lafayette Blvd, Detroit, MI, 48226, US 86 Monroe Center St NW, Grand Rapids, MI, 49503, US 232 S Capitol Ave, Lansing, MI, 48933, US (Hybrid)