The Operational Intelligence & Assurance Analyst serves as the organization's operational control tower, responsible for ensuring cases, tasks, and workflows progress through established processes accurately, efficiently, and within defined service level agreements (SLAs). This role combines operational oversight, data analytics, process governance, and AI-enabled monitoring to provide real-time visibility into workflow performance and identify cases requiring intervention before customer, compliance, or business impacts occur.

The individual will leverage data, automation, and AI-driven insights to monitor operational health, measure process outcomes, detect bottlenecks, identify at-risk cases, and drive proactive resolution of workflow exceptions. Acting as a key partner to Operations, Quality, Technology, and Program Management teams, the Operational Intelligence & Assurance Analyst helps ensure operational consistency, improve process performance, and strengthen accountability across the organization.

This role is expected to be both hands-on in the day-to-day operational work and forward-looking in identifying the systems, dashboards, alerts, and operating rhythms needed to increase visibility into operational health, surface risks earlier, and drive proactive action before issues become escalations.

Success in this role is measured by the organization's confidence that work is progressing through the right processes, at the right time, with full visibility into operational risks, service level performance, and opportunities for continuous improvement. The ideal candidate combines strong analytical capabilities, process thinking, operational discipline, and AI proficiency to transform operational data into actionable insights that improve efficiency, predictability, and customer outcomes.

• Monitor case movement, queue health, workflow status, and SLA performance across programs. Identify stalled, aging, misrouted, or at-risk cases and coordinate corrective actions. Maintain a real-time view of operational health.
• Utilize AI tools, predictive analytics, and automated monitoring solutions to identify patterns, detect anomalies, predict SLA misses, and prioritize cases requiring intervention. Build and refine AI-driven alerts and insights.Develop and maintain operational dashboards, scorecards, and KPIs in collaboration with data analytics team, as needed. Analyze trends, throughput, backlog, cycle times, and process outcomes to provide actionable insights for leadership.
• Investigate root causes of recurring issues, identify bottlenecks, and recommend workflow improvements, automation opportunities, and process enhancements that improve efficiency and compliance.
• Partner with Operations leadership, Program Management, Technology, Quality, and Leadership teams to review performance, escalate risks, validate corrective actions, and ensure adherence to operational standards and procedures.

Education

• Bachelor's degree in Business, Operations, Healthcare Administration, Analytics, or a related field.
• An equivalent combination of education and directly related experience may be considered.

Experience

• 4-6 years of operations, business analysis, process improvement, or workflow management experience.

Skills

• Ability to utilize AI tools to streamline work activities and establish automation and efficiency in workstreams.
• Advanced Excel skills and proficiency with business intelligence tools (Power BI, Tableau, or similar).
• Exceptional attention to detail and ability to identify operational risks and anomalies.
• Strong communication and stakeholder management skills.

Knowledge

• Proficient understanding of Salesforce.com.
• Strong analytical and problem-solving skills.
• Experience developing reports, dashboards, and operational metrics.
• Comprehensive knowledge of patient support program operations, including copay, patient assistance (PAP), adherence, benefits verification, and reimbursement/market-access workflows.

Competencies

• Business Acumen: Understands operational drivers and applies them to operational and financial decisions to ensure workflows are being executed.
• Technology Savvy: Keeps current on emerging trends with key tools such as Salesforce.com and AI/BI tools.
• Communication (Oral & Written): Listens actively, adapts to different audiences, and articulates messages clearly and respectfully.
• Collaboration: Builds trusted partnerships across functions; shares relevant information and aligns stakeholders toward common goals.

Travel or Physical Requirements

• Position requires minimal travel to office locations, client sites, and conferences.

Compliance Requirements

• Adhere to all Company Policies, Procedures, and other training consistent with ConnectiveRx's Information Security and Compliance Programs, including but not limited to the following compliances and regulations: SOC1, SOC2, PCI, HIPAA.
• Maintain strict compliance with company and client policies regarding business rules and ethics, as well as applicable local, state, and federal laws.

Compensation & Benefits:  This position offers opportunities for a bonus (or commissions), with total compensation varying based on factors such as location, relevant skills, experience, and capabilities.

Employees at ConnectiveRx can access comprehensive benefits, including medical, dental, vision, life, and disability insurance. The company regularly reviews and updates its health, welfare, and fringe benefit policies to ensure competitive offerings. Employees may also participate in the companys 401(k) plan, with employer contributions where applicable.  

Time-Off & Holidays:  ConnectiveRx provides a flexible paid time off (PTO) policy for exempt employees, covering sick days, personal days, and vacations. PTO is determined based on an employees first year of service. Employees also receive eight standard company holidays and three floating holidays annually, with prorations applied in the first year.  

The company remains committed to providing competitive benefits and reserves the right to modify employee offerings, including PTO, STO, and holiday policies, in accordance with applicable laws and regulations.