Hybrid Service Process Analyst II - Automation & Analytics

CareSource; Dayton (KY); Hybrid; USD 63,000 - 100,000; Full time

Job summary

CareSource seeks a Service Process Analyst II to identify opportunities for process improvement across Customer Care and collaborate with stakeholders to implement efficient procedures. The role emphasizes data-driven analysis, audits, and cross-functional coordination to reduce inbound volume and average handle time.

The position requires a mix of project management, process mapping, and documentation skills, with a hybrid work arrangement in Dayton, KY.

Qualifications

• High School Diploma required.
• Bachelor’s degree or equivalent experience preferred.
• Experience translating business requirements into technical specifications required.
• Experience with quality or process methodologies (Six Sigma, LEAN, APQC) preferred.
• Proven ability to use data to inform recommendations.
• Minimum 2 years of healthcare payer customer service experience.

Responsibilities

• Manage a minimum of three medium complexity projects concurrently.
• Act as SME for assigned markets/products ensuring compliance with standards.
• Perform data analysis and process mapping to identify inefficiencies and automation opportunities.
• Create process documentation including SOPs and workflow diagrams.
• Partner with leaders to identify and prioritize improvement opportunities.
• Assess change requests and coordinate with stakeholders to set priorities.
• Assist with audits and regulator conversations as needed.
• Contribute to Voice of the Customer reports and leadership communications.
• Train new team members on policies and responsibilities.
• Perform other job-related instructions as required.

Skills

Data analysis

Process mapping

Stakeholder management

Six Sigma

Communication

Quality culture

Education

High School Diploma

Bachelor’s degree or equivalent

Tools

Word

Excel

PowerPoint

Visio

SharePoint

Dynamics 365

Job description

CareSource seeks a Service Process Analyst II to identify opportunities for process improvement across Customer Care and collaborate with stakeholders to implement efficient procedures. The role emphasizes data-driven analysis, audits, and cross-functional coordination to reduce inbound volume and average handle time.

The position requires a mix of project management, process mapping, and documentation skills, with a hybrid work arrangement in Dayton, KY.