Business Operations Systems Analyst
Job description
Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company. Join our award winning team!
2024:
Excellence in Customer Service Awards: Organization of the Year (Small)
Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
As part of Teleperformance in the US, we were also named #95 in the 2024 ‘Fortune 100 Best Companies to Work For®’ in the USA by Great Places to Work (GPTW®)
Join Us as a Business Operations Trailblazer
At Health Advocate, we’re on a mission to create innovative, efficient, and impactful solutions that transform the way we serve our clients and teams. We’re not just about numbers and systems—we’re about optimizing performance and enhancing the employee and customer experience. If you’re ready to reimagine operational excellence while achieving your boldest ambitions, this is your chance to make an extraordinary impact.
As a Business Operations Systems Analyst, you’ll do more than analyze data—you’ll drive efficiency and inspire change. You’ll collaborate across teams, monitor and optimize contact center operations, and contribute to the overall success of Health Advocate’s service level performance. In this role, you’ll be part of a team fueled by curiosity, driven by results, and united by a shared vision of excellence.
What You’ll Do: Your Roadmap to Impact
This isn’t just a role—it’s your opportunity to lead with data, strategy, and purpose. Here’s what you’ll accomplish:
- Master the Numbers: Analyze Workforce Management (WFM) data, contact volumes, and handle times to ensure accuracy in forecasting and scheduling, driving optimal service levels.
- Optimize Real-Time Operations: Monitor and adjust intraday staffing, call allocations, and schedules to meet service metrics and achieve seamless operations.
- Innovate with Data: Create dashboards and reports using tools like Kibana, CRM systems, and WFM software to provide actionable insights for leadership.
- Collaborate for Success: Partner with supervisors, managers, and senior leaders to align staffing changes and operational goals, ensuring efficient resource allocation.
- Lead with Precision: Manage intraday schedules for team meetings, coaching sessions, and training to optimize productivity while maintaining service excellence.
- Resolve and Escalate: Quickly address and resolve service-level issues, call-routing challenges, or staffing gaps, escalating significant concerns when necessary.
Who You Are: The Strategist We’re Looking For
- We’re seeking an analytical thinker and proactive problem-solver who thrives on collaboration, data, and delivering results. If this sounds like you, let’s talk.
- Analytical and Detail-Oriented: You excel at interpreting data, spotting trends, and turning insights into actionable strategies.
- Tech-Savvy: Proficient in Microsoft Excel (intermediate level), with familiarity in tools like Microsoft Access, WFM software (NICE inContact), Kibana, and CRM systems.
- Communicator Extraordinaire: You possess excellent verbal and written communication skills and can collaborate effectively with all levels of the organization.
- Proactive and Organized: Your initiative, organizational skills, and sound judgment enable you to prioritize tasks and drive results efficiently.
- Industry Knowledgeable: Experience in contact center operations, scheduling, or forecasting is a plus, and a background in statistics, business, or a related field is highly valued.
Why Health Advocate?
- At Health Advocate, we don’t just support your career—we invest in your success. Here’s what you’ll gain:
- A Career That Matters: An opportunity to play a pivotal role in optimizing operations and driving impactful outcomes.
- Tools for Success: Access to advanced systems, data tools, and collaborative teams that empower you to excel.
- Comprehensive Benefits: Competitive salary, robust medical, dental, and vision coverage, tuition assistance, a 401(k) with company match, PTO, and paid holidays.
- A Culture of Innovation: Join a supportive team that celebrates your ideas, insights, and passion for making a difference.
Your Next Move
Are you ready to transform operations and create a meaningful impact at Health Advocate? If this sounds like the opportunity you’ve been waiting for, we’d love to connect. Apply today and take the first step toward joining a team that’s redefining operational excellence.
Compensation: $50,000–$70,000 annually, based on experience and qualifications.
Company Overview
Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need.
Learn more
Health Advocate https://www.healthadvocate.com/site/
Facebook https://www.facebook.com/healthadvocateinc/
Video https://vimeo.com/386733264/eb447da080
Awards:
2023:
- National Customer Service Association All-Stars Award: Service Organization of the Year.
- Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
2022:
- Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
- Excellence in Customer Service Awards: Organization of the Year (Small)
- Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)
2021:
- Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Silver Winner
- Stevie® Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19). Bronze Winner
- Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)
2020:
- National Customer Service Association All-Stars Award: Organizations of 100 or Greater, Runner-Up
- Communicator Award of Distinction: October 2019 Broker News
- MarCom Awards: Gold, COVID Staycation Ideas brochure
- MarCom Awards: Platinum, 2021 Well-being Calendar
- Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver)
Health Advocate is an Equal Opportunity Employer that does not discriminate on the basis of race, color, sex, age, religion, national origin, citizenship status, military service and veteran status, physical or mental disability, or any other factor not related to job requirements. We respect and value diversity, and are committed to the principles of Equal Employment Opportunity.
VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)
Required profile
Experience
Other Skills
- Microsoft Excel
- Forecasting
- Scheduling
- Collaboration
- Communication
- Organizational Skills
- Analytical Thinking
- Problem Solving
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