Partner Services Analyst II

• Review and resolve complex participant inquiries and escalated cases, providing consultation and guidance to Partner Services Analyst I team members when appropriate.
• Identify process improvement opportunities through case reviews and support the development and implementation of improved processes.
• Create, maintain, and report team metrics and dashboards to improve operational visibility and identify opportunities for greater efficiency.
• Communicate performance metrics and operational insights to Service Delivery Managers and Partner Services teams.
• Investigate and resolve relationship-management cases involving eligibility, contributions, claims, overpayments, qualifying life events, and general account maintenance.
• Research defects affecting customer-facing processes, analyze root causes, and develop practical strategies for process improvement.
• Partner with operations and cross-functional teams to implement solutions and resolve complex customer or participant issues.
• Coordinate with third-party premium administrators on refunds, agency updates, enrollment inquiries, and other participant-account matters.
• Support annual Open Season activities, including reporting, employer-site updates, and required system changes.
• Manage relationship-management activities associated with client billing, including task-order coordination, invoice delivery, participant-level reporting, quality reviews, and responses to client billing questions.
• Take ownership of complex customer-service issues from investigation through resolution, ensuring clear communication and appropriate follow-through.

Requirements

• High school diploma or equivalent with knowledge of business, mathematics, and English; college coursework is preferred but not required.
• 4–6 years of experience in customer service, account management, operations, project management, or a related field involving complex issue resolution.
• Strong customer-service orientation with a demonstrated ability to take ownership of escalated or complex issues.
• Excellent organizational and time-management skills, with the ability to manage competing priorities effectively.
• Strong analytical and critical-thinking abilities, including the capacity to understand complex issues and evaluate impacts across multiple departments.
• Demonstrated ability to research problems, apply sound judgment, identify root causes, and develop effective solutions.
• Ability to adapt quickly to changing business requirements, priorities, and operational demands.
• Strong interpersonal and communication skills, with the ability to collaborate effectively across teams and explain resolutions clearly.
• Ability to understand and rapidly acquire knowledge of healthcare benefit products, services, technologies, call-center operations, and internal business processes.
• Experience with Salesforce is preferred.
• Ability to manage simple through highly complex customer issues independently while maintaining accuracy, professionalism, and accountability.

Benefits

• Salary range: $23.32–$28.37 per hour, with actual compensation determined by job-related knowledge, education, skills, experience, and work location.
• Eligibility for performance-based incentives as part of the total compensation package.
• Medical, dental, and vision coverage.
• HSA contribution and matching benefits.
• Dependent Care FSA matching.
• Full-time team members receive at least 18 days of annual PTO.
• 13 paid holidays per year.
• Paid parental leave.
• 401(k) matching.
• Personal and healthcare financial literacy programs.
• Ongoing education and tuition assistance.
• Gym and fitness reimbursement.
• Wellness program incentives.
• Fully remote work environment.
• In-person onboarding and training experience, with required travel and accommodations covered.
• Flexible onboarding may begin virtually before the required onsite training session.
• Reasonable workplace accommodations are available for qualified individuals.
• Hourly-role location restriction: hourly/non-exempt positions cannot currently be hired in Alaska, California, Hawaii, Nevada, New Jersey, New York, Oregon, or Rhode Island.