[Hiring] Client Service Solutions Analyst @Avalon Administrative Services LLC

Role Description

The Client Service Solutions Analyst is a member of the Operations team responsible for supporting the Client Service Delivery, Account Management teams, and Health plans. As a pivotal part of our team, the Client Service Solutions Analyst will ensure that our Client Delivery operations teams excel in meeting client needs and expectations, driving customer satisfaction through managing various day-to-day operational activities. This position is accountable for supporting and monitoring program delivery for clients working cross-functionally with all Avalon operational areas. The Client Solutions Analyst will report to the Director, Client Service Support.

This position is eligible for remote work, but regular business travel will be required, including Avalon's corporate office located in Tampa, Florida.

• Support the Client Service Delivery and Account Management teams in day-to-day operations and client communications.
• Assist Client Service Delivery team with client inquiries, updates, and reporting.
• Liaison and escalation point for internal Client Service Operation Teams.
• Writes detailed business functional requirements documents as needed.
• Maintain and organize detailed information on JIRA tickets to ensure appropriate and comprehensive responses are returned to the clients timely.
• Generating client impact reports and ad hoc reporting for Leadership.
• Analyze customer data to identify trends, prepare reports, and make recommendations to improve customer experience.
• Identify process gaps or inefficiencies across operational workflows within the team’s scope.

Qualifications

• Knowledge of the healthcare industry, payers, and regulations required.
• Demonstrated health plan business acumen skills.
• Strong organizational skills and ability to prioritize and manage multiple projects.
• Ability to apply systems thinking to evaluate and improve workflows and procedures.
• Solid analytical skills with the ability to generate reports.
• Ability to work cross-functionally to proactively communicate and to resolve issues timely.
• Understand and experience working with Diagnosis and Procedure codes.
• Outstanding written and verbal communication skills.
• Proficient computer skills (Excel, Word, PowerPoint, JIRA).
• Proactive problem-solving skills with the ability to analyze complex systems.
• Logical, analytical mindset with a keen eye for details and accuracy.
• Team oriented with a customer service focus.
• Proven ability to work in a fast-paced, multi-tasking environment.

Requirements

• Knowledge of reference laboratory business, and processes strongly desired.
• Experience working with Commercial, Medicare, and Medicaid programs.
• Experience with API testing tools and claim editing systems.
• Experience with facilitating educational webinars.