Business Analyst - Remote

Sundayy · United States · 1 mo ago

RemoteRemoteAnalystFull-time

About The Company

Reflect Health is the evolution of S&S Health, a trusted independent third-party administrator founded in 1994 to meet the growing need for access, simplified connectivity, and benefits administration. Headquartered in Mason, OH, we have built a reputation for innovation, service excellence, and a deep understanding of how to drive better outcomes at lower cost. Over the years, we have grown into a national organization serving employers, TPAs, health systems, and benefit consultants across all 50 states. We have developed proprietary claims technology, expanded our offerings to include level-funded and fully funded programs, and delivered tangible savings and enhanced experiences for millions of members.

About The Role

We are seeking a Business Analyst to serve as a key member of our Production Support team. This role involves working closely with Account Management, clients, and operational teams to ensure the smooth handling of client tickets and operational issues. The Business Analyst will be responsible for managing the day-to-day execution of support requests, investigating operational issues, coordinating resolutions, and maintaining high standards of service quality. Beyond immediate ticket resolution, this role emphasizes proactive identification of systemic issues, process improvements, and documentation enhancements to optimize operational efficiency. The ideal candidate will possess strong analytical skills, excellent communication abilities, and a customer-centric mindset to foster trust and satisfaction among clients and internal stakeholders.

Qualifications

Bachelor’s degree in business, communications, or a related field, or equivalent practical experience.
3-5+ years of experience in business analysis, client services, service delivery, or production support.
Experience working with Third-Party Administrator platforms and vendor integrations is preferred.
Proficiency in managing tickets, work queues, or client relationships.
Strong analytical and problem-solving skills with the ability to investigate issues and identify trends.
Excellent organizational and execution skills, capable of managing multiple priorities and meeting service levels.
Effective written and verbal communication skills for engaging with clients and internal teams.
Technical proficiency in Microsoft Excel, PowerPoint, and ticket or work-management tools such as Jira, Zendesk, Salesforce, or similar platforms.

Responsibilities

Manage assigned client tickets from intake through resolution, including reviewing, triaging, prioritizing, routing, and tracking requests based on urgency, complexity, SLA, and responsible business function.
Investigate operational issues, determine appropriate resolution paths, and coordinate with internal teams and external vendors when necessary.
Ensure tickets contain accurate status updates, action items, owners, expected completion dates, and resolution details before closure.
Monitor SLA performance, ticket aging, backlog, and inventory; proactively escalate risks of missing service levels and systemic issues to leadership and relevant stakeholders.
Serve as the operational point of contact across business areas, managing dependencies, blockers, handoffs, and follow-up activities to resolve client-impacting issues.
Provide Account Managers and clients with timely, accurate, and comprehensive updates on operational issues and participate in client meetings when operational expertise or ticket-level support is required.
Maintain a service-oriented mindset, ensuring commitments and action items are clearly assigned and tracked through to completion.
Identify recurring issues, analyze trends, and recommend process, documentation, and workflow improvements to reduce ticket volume and rework.
Track resolution trends and operational metrics to support weekly and monthly service reviews, ensuring data accuracy for management reporting and client discussions.
Partner with teams to implement continuous improvement initiatives that enhance service delivery, reduce recurring issues, and improve overall client satisfaction.

Benefits