Massachusetts Health Connector

About the Company

With up-to-date information, expert advice, free quotes, and affordable health and dental plans from top carriers, the Health Connector helps Massachusetts residents and small businesses find the right health insurance from leading carriers. Discover the right health coverage solution for you or your small business at https://www.MAhealthconnector.org

Listed Jobs

Company Name

Massachusetts Health Connector

Job Title

Contact Center Operations Business Analyst

Job Description

Job Title: Contact Center Operations Business Analyst Role Summary: Analyze and monitor contact center performance metrics, identify improvement opportunities, and support operational initiatives to enhance member experience in a health‑insurance environment. Expectations: * Deliver actionable insights from data to drive training, process, and technology enhancements. * Act as a subject‑matter expert on contact center operations, technology, and healthcare enrollment. * Collaborate with vendors, internal stakeholders, and regulatory bodies to meet quality and audit requirements. Key Responsibilities - Monitor quantitative and qualitative performance metrics and flag trends needing immediate action. - Lead and coordinate projects on enrollment ramp‑up, member resolution, and performance improvement. - Review, update SOPs, training materials, and member communications. - Escalate and resolve urgent member issues and coordinate vendor remediation. - Prepare reports for communication campaigns and analyze campaign outcomes. - Conduct business validation testing for new technology releases. - Participate in QA activities: call monitoring, case reviews, calibration. - Track customer satisfaction, develop vendor action plans, and collect member feedback. - Support audit readiness and other recovery activities. Required Skills - Strong analytical and quantitative reasoning. - Excellent written and verbal communication; adept at stakeholder collaboration. - Proficiency with Salesforce CRM and familiarity with AWS services. - Independent, results‑oriented, and adaptable to fast‑paced environments. Required Education & Certifications - Bachelor’s degree in Business, Analytics, Health Informatics or related field. - Experience with contact center technologies, healthcare enrollment processes, and health‑insurance compliance preferred.

Boston, United states

Hybrid

04-11-2025