Operations Senior Analyst
Evernorth
- Hyderabad, Telangana
- Permanent
- Full-time
- Manage and oversee campaign executions utilizing UNICA or Red point suite of tools.
- Works with business, development, and QC teams to create new campaigns and manage ongoing campaign targeting.
- Manage business rules and campaign suppressions to ensure customer targeting quality.
- Leverages knowledge of company database, campaign tools and principles to develop methods for process automation, process governance, and capabilities improvements.
- Lead and manage the resolution of often complex issues involving multiple clients and customers, escalating as appropriate for high-risk or ongoing issues.
- Triage, research and resolve member issues requiring business partners' escalation support.
- Summarize, articulate, and explain the issue, impact reporting, identifying appropriate stakeholders, and communicating results as needed.
- Act with urgency to identify barriers and escalate as appropriate to drive engagement of proper business units and stakeholders to resolve complex issues.
- Use best practices and knowledge to improve processes, products, and services.
- Assist in identifying root causes and determining future preventive measures for all assigned issues.
- Develop strong partnerships with cross-enterprise partners, coordinating efforts to achieve goals and leveraging best practices.
- Analyse issues of increased complexity inquiries and determine the appropriate technical area or vendor to solve problems.
- Working knowledge and hands-on experience using Campaign Automation software.
- Must have 3-4 years of experience in a Pharmacy Benefit Management (PBM) related role (i.e. Operations, Quality, Implementation, Reporting Analytics, etc.)
- Working knowledge and hands-on experience using Campaign Automation software
- Thorough understanding of customer contact and communications tactics across direct marketing to include direct mail, email, phone, messaging and digital
- Proven ability to manage multi-channel, direct marketing campaigns and/or database marketing experience
- High school degree or equivalent is required. BA / BS degree preferred.
- Entry level understanding of Pharmacy operation
- Must have strong decision-making skills
- Must be able to facilitate issue/impact analysis discussions; making the complex simple to understand
- Strong critical thinking and resolving skills.
- Experience applying logical problem solving methodologies to solve issues and identify root cause and improvement opportunities
- Knowledge of Six Sigma, Total Quality, or related methodology a plus
- Detail oriented, with proven ability to prioritize multiple tasks and adjust work to meet service standards.
- Must be able to work independently, with minimal supervision
- Proven experience in analytical thinking utilizing proficient technical skills with MS Excel (formulas, pivots, etc.) and SQL
- Ability to navigate ambiguous scenarios, which involve multiple organizational areas and bring those areas together for problem solving and process discussions.
- Demonstrated issue management / organizational skills; ability to plan for both the long and short term
- Agile, Jira, Confluence, UNICA, RedPoint experience preferred