Business Analyst - Member Services / Call Center
Job Details
LIBERTY Dental Plan of California - Irvine, CA
Full Time

Under the direction of the Manager of Workforce Management & Analytics, the Member Services Business Analyst will provide research, project management and analytical support in the development and implementation of operational policies and strategies that support core business functions within the department.  This position will serve as a liaison between internal business units to ensure key initiatives are tracked, updated and reported out frequently as scheduled.  The MS Business Analyst will also coordinate with key departments, vendors and regulators to develop, collect and organize business policies, agreements and workflows.


Essential Duties:

  • Support the Manager of Workforce Management & Analytics in the project management, development and implementation of workgroup(s) for new and existing initiatives involving the Member Services Department.
  • Support in the research and analysis of regulatory requirements, legislative changes and organizational initiatives.
  • Assist in ensuring alignment within internal functioning units and other departments in operating and improving call center performance and efficiency.
  • Support with budget planning and tracking and staffing analysis.
  • Provide technical and project management support in the selection and development of criteria in the selection of business partners. Review BPO proposals & renewals, draft preliminary outlines, produce Professional Service Agreements (PSAs), and perform statistical analysis.
  • Responsible for compilation of data and information analysis.
  • Draft flowcharts and operational workflows as required for Lean initiatives, process improvement and audit requests.
  • Report analysis findings as required.
  • Take a lead role in the development, maintenance and publishing of internal/external policies and procedures.
  • Any other duties as directed.

Education and/or Experience:

  • Bachelor’s Degree in Business Administration, Mathematics or other relevant field preferred.
  • 3+ years of healthcare industry experience required.
  • 3+ years of analysis experience OR 2+ years of analysis experience within a call center environment.

Specific Skills/Knowledge:

  • Thorough knowledge of the health plan setting; understanding of dental preferred. 
  • Excellent communication skills, both verbal and written.
  • Strong knowledge of project management and cross-organization coordination.
  • Strong computer skills in Microsoft Word, Excel and Visio. 
  • Knowledge of Microsoft Access and SQL preferred.
  • Must have a high degree of patience; attention to detail; and excellent writing, interpersonal, solution generation, and organizational skills.

Environment and/or Physical Factors:

Work is generally performed within an office environment, with standard office equipment available.  Sedentary work involves extensive sitting, typing, close range vision most of the time.



Sponsorship and Relocation Specifications:

LIBERTY Dental Plan is an Equal Opportunity Employer / VETS / Disabled.

No relocation assistance or sponsorship available at this time.