Customer Relations Business Analyst I

HMSA; Kapolei (HI); On-site; USD 53,000 - 99,000; Full time

Job summary

A health services organization located in Kapolei, Hawaii, is seeking a Customer Relations Business Analyst I to lead research and analysis for Customer Relations Management. This role involves conducting data analysis, ensuring customer needs are met, and supporting call center operations. The ideal candidate should possess a Bachelor's degree, strong communication skills, and intermediate knowledge of Microsoft Office applications. The position offers a full-time opportunity with a pay range of $53,000 to $99,000.

Qualifications

• Bachelor's degree and two years of related work experience, or equivalent combination.
• Strong verbal and written communication skills.
• Intermediate knowledge of Microsoft Office applications.

Responsibilities

• Conduct data analysis related to major projects and operational activities.
• Serve as Customer Relations subject matter expert on major initiatives.
• Support Call Center Operations and document business requirements.

Skills

Strong verbal and written communication skills

Intermediate knowledge of Microsoft Office

Education

Bachelor's degree

Job description

Overview

Employment Type Full-time

Exempt or Non-Exempt Exempt

Job Summary Pay Range: $53,000 - $99,000

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.

Duties And Responsibilities

• 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.