Service Process Improvement & Automation Analyst II

CareSource; Kentucky; Hybrid; USD 63,000 - 100,000; Full time

Job summary

CareSource is seeking a Service Process Analyst II to identify opportunities for improving Customer Care processes, drive projects, and ensure alignment with stakeholders. You will perform process audits, root cause analyses, and develop systems-based solutions that reduce costs and improve quality.

The role requires translating business needs into technical specs, leveraging Six Sigma/LEAN methods, and collaborating across CareSource markets.

Qualifications

• Bachelor’s degree or equivalent years of relevant work experience.
• Two+ years of healthcare payer customer service experience.
• Experience translating business requirements into technical specifications.
• Familiarity with Six Sigma, LEAN, or APQC methodologies preferred.
• Proven ability to analyze data and support recommendations.
• Strong ability to document and maintain system requirements including process flows.

Responsibilities

• Manage a minimum of three medium complexity projects concurrently under limited direction of a manager.
• Act as a Subject Matter Expert for assigned markets/products, ensuring processes and training meet standards.
• Perform data analysis and process mapping to identify obstacles and opportunities for automation or volume reduction.
• Create comprehensive process documentation and SOPs.
• Collaborate with leaders to identify and prioritize improvement opportunities aligned with goals.
• Assist with audits and regulatory conversations requiring a CareSource subject matter expert.

Skills

Process improvement

Data analysis

Root cause analysis

Project management

Stakeholder collaboration

Education

Bachelor’s degree or equivalent

Six Sigma Green Belt

APQC Certification

Tools

MS Office (Word, Excel, PowerPoint)

Visio

SharePoint

Dynamics 365

NICE CXOne

Job description

CareSource is seeking a Service Process Analyst II to identify opportunities for improving Customer Care processes, drive projects, and ensure alignment with stakeholders. You will perform process audits, root cause analyses, and develop systems-based solutions that reduce costs and improve quality.

The role requires translating business needs into technical specs, leveraging Six Sigma/LEAN methods, and collaborating across CareSource markets.