Client Issue Management Triage Analyst

RxBenefits is hiring! The Issue Management Triage Analyst is uniquely positioned to ensure the success of people and processes to deliver upon and exceed client expectations. The Client Issue Management Triage Analyst will report to the Manager, Client Issue Management. This role will have focused responsibilities on reviewing, prioritizing and identifying department responsible for action for resolution. This role will collaborate across teams within RxBenefits for issue intake monitoring and resolution. The successful candidate will be a proactive, organized, and innovative individual capable of directing and improving our business processes.

Essential Job Responsibilities Include:

• Monitor Issue Management Tool for tracking and assessment.
• Utilize root cause analysis strategies and documentation to communicate outcomes to end users and stakeholders.
• Assess and prioritize urgency (critical, high, medium, low) and impact of issue to cross-functional teams.
• Communicate urgent escalations to impacted teams for resolutions.
• Complete trends analysis regularly to communicate with Issue Management Manage and stakeholders.
• Identify department, enterprise and member impact to reduce.
• Identify coaching opportunities for end users by collaborating with managers based on trends.
• Identify year-over-year trends for continuous improvement opportunities.
• Provide issue status updates to Issue Management Manager and stakeholders.

Required Skills / Experience:

• Bachelor’s degree required.
• 4+ years of analytical reporting experience.
• 3+ years of experience in operations, process, improvement role.
• 2+ years of experience in pharmacy benefits or related industry.
• Six Sigma yellow belt certification required within one year of start date.
• Experience with needs assessments and report development.
• Advanced skills within company standard MS Windows and associated office productivity software tools (Word, Excel, PowerPoint) required.
• Smartsheet or project management system/tool experience required.
• Proven history of utilizing issue management processes and working among cross-functional teams.
• Strong understanding of root cause analysis process.
• Experience gathering, conducting analysis and evaluating data, identifying actionable insights, and developing clear and compelling solutions and strategies from the findings.
• Broad business knowledge and ability to link customer needs with business processes.
• Highly collaborative team player with the ability to work effectively across all departments to build successful relationships with various stakeholders to drive a culture of accountability.
• Excellent communication and interpersonal skills; able to work with people of varied technical backgrounds and management levels.
• A high level of curiosity, passion for learning, and passion to help others be successful.
• Ability to manage workload autonomously, make decisions, work in a complex environment.

Based on relevant market data and other factors, the anticipated hiring range for this role is $67,200 to $84,000 annually. Final compensation rates will be determined based on various factors, including but not limited to experience, skills, knowledge, and internal equity considerations. This role is also short-term incentive eligible. Incentive amounts will vary by individual and business goals.

We are committed to fair and equitable compensation practices. The final salary offered to the selected candidate may vary from the posted range due to individual qualifications. Our goal is to ensure that all teammates are compensated fairly and competitively based on their contributions to our organization.

RxBenefits is also committed to providing best in class benefits to our teammates. We offer a robust total rewards package that includes:

• Remote first work environment
• Choice of a HDHP or PPO Medical plan, we pay 100% of the premium for the HDHP for you and your eligible family members
• Dental, Vision, Short- and Long-Term Disability, and Group Life Insurance that we also pay 100% of premiums (for your family too on Dental and Vision)
• Additional buy-up options for Short- and Long-Term Disability and Life Insurance
• 401(k) with an employer match up to 3.5% available after 60 days
• Community Service Day to give back and support what you love in your community
• 10 company holidays including MLK Day, Juneteenth, and the day after Thanksgiving plus a floating holiday to use as you like
• Reimbursements for high-speed internet, we’ll send you a computer and monitors to help you do your best work
• Tuition Reimbursement for accredited degree programs
• Paid New Parent Leave that can be used for adoption or birth
• Pet insurance to protect your furbabies
• A robust mental health benefit and EAP service through Spring Health to support you when you need it most