Senior Analyst

Aetna   •  

Phoenix, AZ

Industry: Healthcare


Less than 5 years

Posted 41 days ago

The Sr Business Analyst is responsible for collecting, analyzing and reporting Call Center and related data. This position creates and executes specific deliverables and activities that supports the Member Services department.

Fundamental Components:
Documents, tracks, and resolves issues related to data quality
Applies specific functional and/or business expertise to perform assigned tasks and develop specific deliverables
Develops business workflow diagrams
Completes project activities on time and within budget, and proactively identifies and communicates issues that may jeopardize milestones
Develops overviews, FAQs, tool glossaries, system training material, and system user documentation to support implementation activities
Creates appropriate communication materials that are documented and distributed appropriately
Provides insight to operations in changes to metrics
Keeps metric information and process flow documentation up-to-date
Designs and creates SQL objects and jobs flexible enough to support current and future reporting and analytic requests
Collaborates with internal and external stakeholders to gather and report data

Minimum of 3-5 years of experience in data analytics and health-related area or must possess transferable skills
Minimum of two years working with workforce management software such as Verint, NICE IEX, CMS Supervisor, Avaya, Cisco, and skill-based routing telephony
At least two years of experience working with Microsoft Excel advanced functions (pivot tables, conditional formatting, macros-enabled workbooks)
Strong knowledge of Microsoft Access database management
Strong knowledge of SQL
Ability to organize and analyze data sets; including 3rd party reporting and internal financial analyses
Experience in workflow management systems and/or service delivery
Ability to work independently, multi-task and meet deadlines
Strong collaboration and communication skills within and across teams
Highly developed analytical and problem solving skills
Results driven, with a desire to work in a fast paced environment that values collaboration, integrity and accountability
Proven customer service orientation with exceptional interpersonal and communication skills

The highest level of education desired for candidates in this position is a Associate's degree or equivalent experience.

Functional - General Management/Data analysis & interpretation/4-6 Years

Technical - Desktop Tools/Microsoft Outlook/1-3 Years/End User
Technical - Call Management/CMS/1-3 Years/End User
Technical - Database/Microsoft Access/1-3 Years/End User
Technical - Database/Microsoft SQL Server/1-3 Years/End User

General Business/Applying Reasoned Judgment/FOUNDATION
General Business/Turning Data into Information/ADVANCED
Technology/Leveraging Technology/FOUNDATION

General Business/Demonstrating Business and Industry Acumen/FOUNDATION
Leadership/Driving a Culture of Compliance/FOUNDATION
General Business/Maximizing Work Practices/ADVANCED