Note: The job is a remote job and is open to candidates in USA. Express Scripts Pharmacy Benefit Services provides pharmacy benefit solutions, and the Operations Lead Analyst will support leadership teams and Operations Advisors with project and administrative activities. The role manages client requests and issues, communicates risks and status, supports process development, and collaborates with internal teams to resolve operational matters.
Responsibilities
- Executes client requests and inquiries in alignment with SLAs and other contractual terms
- Monitors and triages client issues in alignment with SLAs and other contractual terms
- Adheres to all organizational SOPs and Compliance standards and provides subject matter input related to checklists and SOPs
- Assists with operational input related to new process development, including identification, research, and resolution of operational issues, and provides training and mentoring for new team members, offshore, and contingent employee resources
- Complies with ESI document and retention requirements
- Provides exceptional service to clients
- Collaborates cross-functionally and communicates effectively with necessary internal partners
- Communicates issues and status clearly and timely to leadership teams
- Maintains working relationships through collaboration with:
- Account Management and clients for requirements intake and issue resolution
- IT for system issues, setup, and testing
- Product Teams to coordinate setup and resolve issues
- Quality Teams for issue resolution and documentation
- Leadership Teams for initiative engagements and client health updates
Skills
- • High School Diploma or GED
- • 3+ years of relevant experience
- • Detail-oriented with strong analytical and problem-solving skills
- • Ability to manage timelines and meet tight deadlines
- • Ability to adapt in a dynamic work environment and make independent decisions
- • Good organizational and prioritization skills with the ability to multitask
- • Demonstrated ability to work with other departments and teams to resolve issues
- • Experience with the use of ERP systems
- • Proficient computer skills including all Microsoft Office applications required
- • Experience with data input and reconciliation
- • Client service orientation
- • Analytical thinking and problem solving
- • Cross-functional collaboration
- • Process improvement
- • Communication and stakeholder management
- • Organization and prioritization
- • Independent decision-making
- • Operational execution and issue resolution
- • Bachelor's degree
- • Strong knowledge of the healthcare and PBM industry and its products and services highly preferred
Benefits
- Eligible to participate in an annual bonus plan.
- Medical benefits starting on day one of employment.
- Vision benefits starting on day one of employment.
- Dental benefits starting on day one of employment.
- Well-being and behavioral health programs starting on day one of employment.
- 401(k).
- Company-paid life insurance.
- Tuition reimbursement.
- A minimum of 18 days of paid time off per year.
- Paid holidays.
- Leaves of absence.
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