Senior Analyst - Case Management

Job Description:

Job Title – Senior Analyst - Case Management

The Purpose of This Role

The Senior Analyst needs to understand scenario specific Customer reported issues by our Clients and Phones teams via XTRAC (Work Item Intake Tool). They will reference client plan rules and internal procedures to bring the reported issues to accurate and complete resolution that anticipates questions and provides peace of mind. The successful Analyst will have an eye for detail and conduct day-to-day activities with a focus on Quality.

You will work with third party vendors via phone and email to provide solutions to our customers. You will work closely with partner teams in Fidelity to deliver solutions that meet both client and internal expectations.

The Value You Deliver

• Performs research and analysis of customer issues and provides resolution by referring to client plan rules and procedures.

• Using technology, Business Requirement Documentation (BRD), and understanding of the H&W (Health & Welfare) Operations business to research and analyze issues to determine root cause.

• Work with third party vendors in resolving customer issues.

• Takes ownership of identified clients within a book of business and ensure all customer issues are resolved timely and client SLA’s (Service Level Agreements) are met with minimal guidance

• Interact and partner with multiple Business partners to arrive at the right solution and fix data issues in our record keeping systems

• Possess excellent written communication skills

• Identify process improvement opportunities or client trends aligned to your assigned book of business

• Identify anomalies and trends and will summarize findings in addition to making the account whole.

• Following established procedures with heavy emphasis on analytics to reconcile reported issues for Health and Welfare product services through XTRAC.

• Provide H&W Product expertise to ensure high quality outcomes and resolutions to participant issues.

The Skills that are Key to this role

• Motivated individual who can work independently

• Builds trust with business partners and coworkers facilitating the ability to work collaboratively

• Problem solver, analytical and resolution driven

• Maintain strong working relationships via excellent verbal, written and interpersonal skills

• Hold the highest integrity and discretion to ensure the confidentiality of critical client data

• Ability to communicate effectively with individuals at all levels in and outside of the organization.

• Able to identify trends and customer concerns and propose mitigation strategies

• Your ability to multi-task, prioritize and meet deadlines.

• Flexibility to adapt to changing business needs

• You consistently follow internal procedures including audit

• Build deep understanding of H&W Systems, products, and organization

The Expertise We are Looking For

• Prior knowledge of Health & Welfare Benefits administration

• Prior knowledge of HOBS (Health and Other Benefits System) or FHB (Fidelity Health Benefits) recordkeeping systems

• Any transaction processing experience and exposure to MS Office tools.

Certifications:

Category:Client Service Operations