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Carle Foundation Hospital Customer Solutions Business Analyst in Urbana, Illinois

Customer Solutions Business Analyst

  • Department: HA - Customer Solutions

  • Entity: Health Alliance

  • Job Category: Customer Service

  • Employment Type: Full - Time

  • Job ID: 16707

  • Experience Required: 3 - 5 Years

  • Education Required: Bachelors Degree

  • Shift: Day

  • Location: Champaign, IL

  • Usual Schedule: 8-5

  • On Call Requirements: N/A

  • Work Location: Carle at the Fields-HA

  • Weekend Requirements: Rare

  • Holiday Requirements: Rare

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    Position Summary:

    The Customer Solutions Business Analyst is responsible for the analysis, implementation and maintenance of a wide range of projects and processes that impact the customer experience. Must have the ability to understand complex business systems as well as industry requirements to serve as the point person on behalf of the Customer Solutions department.


    EDUCATIONAL REQUIREMENTS Bachelor's degree. Fve (5) years of related insurance industry experience will be considered in lieu of degree. CERTIFICATION & LICENSURE REQUIREMENTS None EXPERIENCE REQUIREMENTS One (1) year of related insurance industry experience. OTHER REQUIREMENTS Excellent customer service skills and ability to project a professional, pleasant image, while interacting with a variety of personalities and cultures. Demonstrates tact and diplomacy in interpersonal interactions with both internal and external customers.Ability to format and write professional business communications and reports.Attention to detail and accuracy and capability of meeting deadlines consistently.Must be able to problem solve effectively with coworkers and be able to strategically plan and prioritize.

    Essential Functions:

  • Serves as a central point of contact with oversight for Customer Solutions projects.

  • Responsible for all Customer Solutions software and system upgrades and implementations. Analyzes content of software releases, determines impact to business processes, recommends timeline for implementation and facilitates installation with IT Technical Services.

  • Work with management to develop and execute test strategies and test cases for third party vendors and internal processes to ensure successful implementations in the department.

  • Analyze current workflows and statistics to identify opportunities to minimize manual intervention during customer service processes. Present technical solutions and designs to reduce administrative cost, increase efficiency and enhance customer experience.

  • Responsible for documentation of new processes and works closely with the department trainers to create curriculum for end user training.

  • Lead staff in complex business process discussions to generate feedback and ideas for process improvements.

  • Actively participate in cross-functional teams as it relates to implementation and stabilization of new systems and processes.

  • Interact, document and communicate with users and technical staff to ensure adequate business requirements and ongoing support of business systems and processes.

    We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.