EmblemHealth

CRM Program Analyst

EmblemHealth • $75K — $95K *
New York, NY 10025In-Person
Healthcare
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree required; additional experience may substitute for education.
  • 3-5+ years of relevant professional experience required.
  • Experience with CRM platform management, including requirements development and user acceptance testing.
  • Health plan industry experience preferred for deeper domain knowledge.
  • Excellent communication skills across various platforms required.
  • Proficiency in Microsoft Office, particularly advanced Excel skills required.
  • Experience with JIRA project management tools required.

Responsibilities

  • Support digital technology transformation through various CRM platforms.
  • Manage enhancements and daily operations of Salesforce environments.
  • Collaborate with product managers and stakeholders for roadmap execution and improvement.
  • Create and document customer journeys and business processes to facilitate change.
  • Conduct user acceptance testing and track defects for resolution.
  • Utilize analytics tools to identify trends and recommend enhancements.
  • Coordinate CRM feature rollouts and manage status reporting.

Benefits

  • Collaborative work environment with cross-functional teams.
  • Opportunities for professional growth and development.
  • Engagement in meaningful digital transformation projects.
  • Exposure to health plan industry innovations.
  • Dynamic work situation in a fast-paced matrix organization.
Full Job Description
Summary of Position
  • Support digital technology transformation through CRM platforms including Sales Cloud, Service Cloud, and Vlocity portals.
  • Responsible for managing CRM enhancements and day-to-day operations across integrated Salesforce environments; and for gathering and translating constituent input and feedback into clear, concise and actionable digital platform requirements.
  • Collaborate with other Product Managers and business stakeholders to support roadmap execution and continuous improvement.
  • Participate in backlog grooming, testing efforts, and incident resolution to ensure smooth product delivery.
  • Define and document new customer journeys and business processes and operations where needed to facilitate change.
  • Responsible for testing outcomes to ensure that delivery of requirements aligns with objectives, expectations, and KPIs.


Principal Accountabilities
  • Partnering with product owners, business analysts and business partners, create documentation including Desk Level Procedures (DLP) and manage ongoing maintenance, meeting notes, ad hoc analysis request and JIRA dashboards to support visibility and coordination across product and delivery teams.
  • Collaborate with other product managers and business partners to translate business needs into development ready user stories with clear acceptance criteria for customer journeys and business process and operations.
  • Act as the day-to-day contact for clarifications on requirements and for driving user stories forward.
  • Create test cases, lead and support user acceptance testing (UAT), log and track defects, and ensure issues are properly triaged and resolved.
  • Responsible for the development and tracking of success metrics.
  • Leverage analytics platforms (e.g., Salesforce reports, Google Analytics) to help identify trends and recommend enhancements.
  • Collaborate with other product managers and business partners to translate business requirements into user stories with clear acceptance criteria.
  • Partner with product owners and business(es) to create documentation including Desk Level Procedures (DLP); manage ongoing maintenance, meeting notes, ad hoc analysis requests and JIRA dashboards to support visibility and coordination across product and delivery teams.
  • Participate in grooming sessions and document requirements in JIRA.
  • Engage with stakeholders to help resolve incidents and identify improvement opportunities.
  • Coordinate and facilitate discussions to drive issue resolution and gather feedback.
  • Support cross-functional teams in CRM feature rollouts and releases.
  • Assist in status reporting, change request management, and system analysis.
  • Perform other related duties as directed, assigned, or required.


Qualifications

Education, Training, Licenses, Certifications
  • Bachelor's degree required; additional experience/specialized training may be considered in lieu of educational requirement


Relevant Work Experience, Knowledge, Skills, and Abilities
  • 3 - 5+ years of relevant, professional work experience required
  • Experience in the health plan industry preferred
  • Experience with CRM platform management - requirements development and user acceptance testing required
  • Health plan functional and technical domain/platform acumen preferred
  • Excellent communication skills (verbal, written, presentation, influencing and persuading) required
  • Ability to tackle complex tasks, and to shift responsibilities based on priorities required
  • Proficiency in Microsoft Office suite, including advanced Excel skills required
  • Experience with Project Management tools; preferably JIRA required
  • Sound judgment, decision-making, organizational, analytical, logical structuring, and problem-solving skills required
  • Self-starter with the ability to manage a project independently required
  • Team player willing to support and contribute, as needed required
  • Ability to work and adapt in a fast-paced and dynamic environment in a matrix organization required
  • Ability to challenge the status quo and serve as a change agent to drive the business and technology transformation.
  • Ability to interact directly and independently at various levels of the organization.

About EmblemHealth

EmblemHealth is a non-profit health insurance company based in New York City. It is one of the largest non-profit health insurers in the United States, serving over 3 million people. EmblemHealth offers a range of health insurance plans, including HMO, PPO, and EPO plans, as well as Medicare and Medicaid plans. The company also offers wellness programs and disease management services. EmblemHealth was formed in 2006 through the merger of Group Health Incorporated (GHI) and the Health Insurance Plan of Greater New York (HIP). The company has offices in New York City and Albany, New York.
Learn more about EmblemHealth
Size
3,000 employees
Industry
Healthcare
Net Income
-$100 million
Founded
2006
5 Year Trend
-5%
Revenue
$10 billion
NASDAQ
* Ladders Estimates

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