Limited Service Operations Analyst

Essential Duties and Responsibilities:
- Overall responsibility for identifying and documenting operational business requirements and processes, including providing clarification on any requirement discrepancies.
- Perform all internal reporting needs of the department.
- Extract, tabulate, and analyze and present data to support program activity and assist in management decision making.
- Identify, analyze, and communicate all system and process defects.
- Identify innovative strategies to create operational and/or system efficiencies.
- Work effectively with internal and external business partners in the delivery of solutions.

- Manage carrier incident tracking, reconciliation, and resolution processes to ensure data accuracy and timely issue resolution.

- Maintain daily incident reports and tracking tools using Excel, SharePoint, and ticketing systems.

- Create, update, and maintain knowledgebase scripts and articles for the Consumer Assistance Center (CAC) and consumer self-service chat platforms.

- Develop and maintain supporting documentation, job aids, and Word-based knowledge articles.

- Manage document libraries and version control within SharePoint.

- Collaborate with clients and stakeholders to review and approve new or updated scripts and content.

- Partner with Quality Assurance to conduct call calibrations and support quality improvement initiatives.

- Collaborate with CAC leadership and staff to support training and knowledge transfer efforts.

- Provide backup support to the Operations Manager and assist with operational projects as needed.

Minimum Requirements

- Bachelor's degree in related field.
- 3-5 years of relevant professional experience required.

- Equivalent combination of education and experience considered in lieu of degree.

- Experience working with health insurance carriers preferred.

- Experience with Genesys preferred.

- Strong verbal and written communication skills.

- Must be willing and able to accept a Limited Service position.

Home Office Requirements

- Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net).

- Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router.

- Must currently and permanently reside in the Continental US.

EEO Statement

Maximus is an equal opportunity employer.

We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment.

Annual salary is just one component of Maximus's total compensation package.

Other rewards may...