Partner Services Analyst II

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Partner Services Analyst II based in United States.** This role supports the successful administration of healthcare benefit accounts and the resolution of complex partner and participant issues. You’ll investigate cases involving eligibility, contributions, claims, overpayments, qualifying life events, billing, and account maintenance. The position combines customer service, operational expertise, analytical problem-solving, and process improvement. You’ll collaborate with internal teams and external administrators to research issues and deliver timely solutions against defined service levels. Your analysis will help identify process improvements, strengthen operational performance, and improve the overall customer experience. You’ll also contribute to reporting, dashboards, annual enrollment activities, and client billing processes. This is a fully remote opportunity suited to an organized, adaptable professional who enjoys solving complex operational challenges. ### Accountabilities - 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.