Customer Experience Analyst
PhiladelphiaPA Contract To Hire Jul 18, 2024
Our client a major health care company is looking for a Junior Customer Experience Analyst that is very confident and can communicate with an executive level audience. The best candidate will be outgoing, confident and have excellent communication skills as they will work with all audience levels. Adaptability and multitasking are critical for the success of this role. The ability to work well under general supervision and work well independently.  Must be detail oriented, analytical, skilled in problem solving and knowledgeable of insurance concepts and rating techniques. Strong verbal and written communication skills. Knowledge of business analysis methods and best practices.
Resource will support the member facing applications, including member portal, mobile app, and vendor supported portals. Resource will have a basic understanding of key concepts and features of the subject matter and experience supporting web portals. Works well under general supervision and can work independently, as well as providing technical and analytical support. Resource will gain technical expertise and make recommendations for solutions which may impact the overall design or capabilities within the portal.

Key responsibilities to include:
  • Production support: Assess and research inquiries from multiple business areas for resolution. Assign and coordinate with IT areas and/or vendor support. Manage relevant communication and updates with impacted stakeholders.
  • Assist in testing of member facing applications, including documentation of testing practices.
  • Assist in checkout of production releases as needed.
  • System support: Assist in developing processes and performing system administration tasks as needed.
  • Project support: Assist in determining requirements, impacts, developing documentation, procedures, and guides.
  • Serve as an internal expert regarding use of the applications.
  • Experience with ticketing systems and process which centers on customer service experience.
  • Experience with Health Insurance, ServiceNow and Microsoft Azure is a plus.