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Operations Analyst in Little Rock, AR at Beacon Health Options

Date Posted: 12/8/2018

Job Snapshot

Job Description


We are currently seeking a dynamic Operations Analyst join our team at our office in Little Rock, AR.  The Operations Analyst delivers top-notch client operations experience for designated clients that generates strong customer satisfaction, delivers against SLAs, and contributes to double-digit annual EBITDA growth.

Position Responsibilities:

  • Support onboarding of clients onto Beacon’s new regional model, including interfacing with client teams and Beacon Account Partnerships teams to ensure incoming client operational issues are directed to the Pod.

  • Contributes to team discussions and development of solutions for client operational issues assigned to the team, always with the intention to leverage the range of expertise on each team in order to generate high quality, scalable and lasting solutions.

  • Develop and maintain effective working relationships with Corporate Services, Service Centers, and Regional Clinical/Quality in order to deliver against client service needs

  • Contribute to the reduction of client turnaround time by creatively and collaboratively resolving applicable issues up front, and delivering high-quality, pre-solutioned tickets to Central Operations when an issue cannot be resolved within the Pod.

  • Develop and implement effective processes to improve operational performance against client Service Level Agreements (SLAs) and Performance Guarantees (PGs)

  • Develop strong client relationships built on trust and collaboration. Manage client expectations throughout the solutioning cycle via regular communication on designated topics or issues.

  • Actively participates in cross-training with other team members, each educating on their area of expertise as well as learning other areas through training provide by other team members, with the overall goal to develop a strong, cross-functional team prepared to address a wide variety of client-generated operational issues.

  • Contribute to the development of a repeatable model for operational issue resolution, for example by collaborating with other Ops Pod Team Members to synthesize patterns across clients with the goal of developing a “playbook” containing a range of client contexts, problem types, steps to effective resolution (including key internal and external personnel), and watch-outs

  • Lead periodic forums with other Ops Pods to ensure consistency in issue resolution model across clients and across regions, as assigned

  • Collaborate with Regional Operations Monitoring function to proactively identify operational issues with designated clients and support ongoing improvement of Beacon’s Operations Monitoring capability by providing insight on common issues and value-added metrics to track

Position Requirements:

Education:     Bachelor’s degree in a related field preferred; three (3) years of professional level experience in a technical operations role in a healthcare environment may be substituted for the degree, in addition to the work experience required below

Years and Type of Relevant Work Experience:

  • At least three (3) years of progressively responsible professional experience, with at least two (2) of those years in a client-facing operations job.

  • At least one (1) of those years in a managed care environment is strongly preferred.

Knowledge, Skills & Abilities:

  • Excellent computer skills

  • Strong analytical and problem solving skills

  • Strong written and verbal communication skills

  • Detail oriented and able to work independently

  • Supervisory experience


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Beacon Health Strategies, LLC., a Beacon Health Options company, is proud to be an Equal Opportunity Employer as well as a Drug Free Work Environment. EOE/M/F/Veterans/Disabled