Business Analyst - REMOTE

Reflect Health; Cincinnati (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

Reflect Health is seeking a Business Analyst to join our Production Support team. You will own day-to-day client tickets, ensure proper investigation, routing, and resolution within SLAs, and provide proactive communication to maintain ownership and service quality.

You will analyze trends, identify recurring issues, and drive process improvements to reduce ticket volume and rework while collaborating with Account Management and operational teams across the organization.

Qualifications

• Bachelor’s degree in business, communications, or a related field, or equivalent practical experience.
• 3–5+ years of experience in business analysis, client services, service delivery, or production support.

Responsibilities

• Produce and manage client tickets from intake to resolution, triaging, routing, and tracking based on SLA and function.
• Investigate operational issues and coordinate with internal teams and vendors for resolution.
• Ensure tickets include status updates, action items, owners, and resolution details before closure.
• Monitor SLAs, ticket aging, backlog, and escalate risks to leadership and owners as needed.
• Coordinate cross-functionally to manage dependencies and handoffs for client-impacting issues.
• Provide information to Account Managers and clients and participate in client meetings as needed.
• Identify recurring issues and drive process improvements to reduce tickets and rework.
• Track resolution trends and support reports for service reviews and client discussions.
• Partner with teams to implement improvements that strengthen service delivery and client experience.

Skills

Analytical thinking

Problem solving

Communication

Organizational skills

Education

Bachelor's degree in business or related field

Tools

Jira

Zendesk

Salesforce

Microsoft Excel

PowerPoint

Job description

Reflect Health is the evolution of S&S Health, a trusted independent third-party administrator founded in 1994 to meet the growing need for access, simplified connectivity, and benefits administration. Headquartered in Mason, OH, we have built a reputation for innovation, service excellence, and a deep understanding of how to drive better outcomes at lower cost. Over the years, we have grown into a national organization serving employers, TPAs, health systems, and benefit consultants across all 50 states. We have developed proprietary claims technology, expanded our offerings to include level-funded and fully funded programs, and delivered tangible savings and enhanced experiences for millions of members.

We are seeking a Business Analyst to serve as a key member of our Production Support team, working across Account Management, clients, and operational teams. This role will own the day-to-day execution and operational resolution of client tickets, ensuring requests are properly investigated, coordinated, routed, tracked, and resolved within established service levels. The Business Analyst will provide proactive communication and follow-through to maintain clear ownership, accountability, and a high level of service quality. Beyond resolving individual tickets, this role will identify recurring issues, analyze service performance, and drive process and documentation improvements that reduce ticket volume and rework over time.

Responsibilities

• Production Support: Manage assigned client tickets from intake through resolution, including reviewing, triaging, prioritizing, routing, and tracking requests based on urgency, complexity, SLA, and responsible business function.
• Investigate & Facilitate Resolution: Investigate operational issues, determine the appropriate path to resolution, and coordinate with internal teams and external vendors when multiple parties or dependencies are involved.
• Accuracy & Documentation: Ensure tickets contain accurate status updates, action items, owners, expected completion dates, resolution details, and other required documentation before closure.
• Monitor SLAs & Escalate Risks: Monitor ticket aging, inventory, backlog, and SLA performance; proactively elevate items at risk of missing service levels as well as systemic, high-risk, or recurring issues to Production Support leadership and appropriate functional owners.
• Coordinate Cross-Functionally: Serve as the operational point of coordination across business areas, managing dependencies, blockers, handoffs, and follow-up needed to resolve client-impacting issues.
• Account Management & Client Service: Provide Account Managers and clients with timely, accurate, and complete information regarding operational issues and participate in client meetings when operational expertise or ticket-level support is required.
• Client Commitments & Follow-Through: Maintain a strong service mindset and ensure commitments, action items, and next steps are clearly assigned and tracked through completion.
• Analyze Trends & Improve Processes: Identify recurring issues, defects, process gaps, and rework; analyze trends and recommend changes to processes, documentation, and workflows that improve operational efficiency and reduce ticket volume.
• Monitor & Report Service Performance: Track resolution trends and operational metrics and support weekly and monthly service reviews by ensuring ticket data is accurate and supports management reporting and client service discussions.
• Support Continuous Improvement: Partner with Production Support and functional teams to implement improvements that strengthen service delivery, reduce recurring issues, and improve the overall client experience.

Qualifications

• Education: Bachelor’s degree in business, communications, or a related field, or equivalent practical experience.
• Experience: 3-5+ years of experience in business analysis, client services, service delivery, production support, etc. Experience in production support and working with Third-Party Administrator platforms and vendor integrations preferred.
• Ticket & Queue Management: Experience managing tickets, work queues, or client relationships.
• Problem-Solving Skills: Strong analytical and problem-solving abilities, with the ability to investigate issues, identify trends, and evaluate potential solutions.
• Organization & Execution: Ability to manage multiple priorities while maintaining attention to detail, meeting service levels, and ensuring timely follow-through.
• Communication: Strong written and verbal communication skills with the ability to communicate effectively with clients and internal stakeholders.
• Technical Skills: Proficiency with Microsoft Excel, PowerPoint, and ticket or work-management tools such as Jira, Zendesk, Salesforce, or similar platforms.

Reflect Health is committed to providing a safe and secure workplace for all employees. Please note that all final candidates will undergo a comprehensive background check and drug testing as part of our hiring process.