Associate Analyst, MAC and Network Payor Compliance

This is a fully remote position, open to applicants in Pennsylvania, +1 more state.

📋 Description

• Oversee daily customer support functions, coordinate tasks, redistribute assignments, and eliminate obstacles to achieve service levels, quality benchmarks, and response times.

• Address intricate customer queries, technical support challenges, installation exceptions, account maintenance requests, and escalations related to services.

• Serve as the primary escalation point for complicated cases, assess issues, document observations, and escalate with necessary supporting evidence when appropriate.

• Prepare and sustain audit-ready documentation, case logs, service records, reconciliations, and operational updates.

• Rectify discrepancies and implement safeguards to avert future occurrences.

• Convert business, policy, compliance, and service changes into revised procedures, job aids, templates, and checklists.

• Disseminate updates to the team and ensure compliance through periodic checks.

• Identify recurring errors, service delays, and control deficiencies using operational data and case patterns.

• Execute approved process modifications and assess their impact on service quality and efficiency.

• Manage daily coverage coordination, facilitate cross-training, and adjust staffing or task sequencing during peak times and absences.

⛳️ Requirements

• A bachelor's degree in business administration, a related field, or equivalent experience is mandatory.

• 1-2 years of experience in customer support, technical support, service operations, installation support, account support, call center support, or a similar domain is required.

• Certification in IT service management, customer support, help desk, customer success, process improvement, or an equivalent certification is preferred.

• Availability for a Monday-Friday 8am-5pm EST shift is essential.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Backup dependent care services.

• Adoption support.

• Infertility coverage.

• Family building assistance.

• Behavioral health solutions.

• Paid parental leave.

• Paid caregiver leave.

• Training opportunities.

• Resources for professional development.

• Mentorship initiatives.

• Employee resource groups.

• Opportunities for volunteer activities.