Limited Service Operations Analyst

Requirements

The Operations Analyst is responsible for analyzing operational processes, identifying business requirements, and supporting data-driven decision-making. Key responsibilities include managing departmental reporting, extracting and analyzing data, identifying system and process improvement opportunities, resolving operational issues, and collaborating with internal and external stakeholders to deliver effective solutions.

• Overall responsibility for identifying and documenting operational business requirements and processes, including providing clarification on any requirement discrepancies.
• Perform all internal reporting needs of the department.
• Extract, tabulate, and analyze and present data to support program activity and assist in management decision making.
• Identify, analyze, and communicate all system and process defects.
• Identify innovative strategies to create operational and/or system efficiencies.
• Work effectively with internal and external business partners in the delivery of solutions.
• Manage carrier incident tracking, reconciliation, and resolution processes to ensure data accuracy and timely issue resolution.
• Create, update, and maintain knowledgebase scripts and articles for the Consumer Assistance Center (CAC) and consumer self-service chat platforms.
• Maintain daily incident reports and tracking tools using Excel, SharePoint, and ticketing systems.
• Manage document libraries and version control within SharePoint.
• Collaborate with clients and stakeholders to review and approve new or updated scripts and content.
• Partner with Quality Assurance to conduct call calibrations and support quality improvement initiatives.
• Support training and knowledge transfer efforts.
• Provide backup support to the Operations Manager and assist with operational projects as needed.

Minimum Requirements

• Bachelor's degree in related field.
• 3-5 years of relevant professional experience required.
• Equivalent combination of education and experience considered in lieu of degree.
• Experience working with health insurance carriers preferred.
• Experience with Genesys preferred.
• Strong verbal and written communication skills.
• Willingness and ability to accept a Limited Service position.

Home Office Requirements

• Internet speed of 20mbps or higher required.
• Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router.
• Must currently and permanently reside in the Continental US.

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at applicantaccom@maximus.com.

Pay Range

Minimum Salary: $65,000.00 Maximum Salary: $75,000.00