Analyst, Client Experience & Optimization

About the Company The organization operates in the enterprise health technology sector, providing integrated solutions to employers and health plans. It offers pharmacy benefit management services through a public benefit corporation serving self-insured employers, full-service health benefit management solutions to various stakeholders, and a proprietary Enterprise Health Platform that consolidates claim administration workflows into a single scalable and secure system. The organization aims to address challenges in healthcare administration by streamlining processes and improving trust and infrastructure in the U.S. healthcare system.

About the Role The Analyst, Client Experience & Optimization supports the management of Client Services issues by overseeing intake, triage, validation, and routing to ensure accurate tracking and visibility of ongoing work. This role enhances operational efficiency by maintaining documentation, creating process maps, identifying workflow gaps, and helping implement improvements that reduce manual effort and increase consistency. The position contributes to smoother client service operations and supports cross-functional collaboration to optimize workflows and data use.

Responsibilities

• Support intake review, issue validation, routing, and tracking of client services and cross-departmental issues, projects, and initiatives
• Create and maintain process documentation, standard operating procedures, and workflow maps
• Identify manual or inefficient processes and propose improvements in collaboration with management
• Conduct light analysis to identify patterns, recurring issues, or workflow bottlenecks
• Maintain trackers or dashboards to provide visibility into Client Services operational activity and collaborate with Analytics on broader dashboard needs
• Participate in cross-functional planning, problem-solving, and readiness activities supporting Client Services

Requirements

• Bachelor's degree or equivalent experience
• 1 to 3 years of experience in client services, operations, or process support roles
• Strong documentation, organizational skills, and attention to detail
• Proficiency with spreadsheets and workflow tools and interest in process optimization
• Effective communication skills and ability to collaborate across teams

Compensation

$90,000 — $110,000 USD annually.

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

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