Sr. Operations Analyst (Hybrid)

Who We Are

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com.

Summary of the Role

We are seeking a Senior Operations Analyst to support our client, broker, and vendor partnerships. The role involves timely and accurate response and resolution of client, broker, and ICHRA administrator specific issues and inquiries.

Essential Duties & Responsibilities

• Coordinate with internal teams to support and ensure smooth new ICHRA implementations and employee enrollments.
• Ensure all client needs are met, addressing any issues that arise.
• Respond quickly and accurately to all client escalations and inquiries, demonstrating expertise and knowledge of products and processes.
• Ensure proper processing of new enrollments, qualifying life event transactions, plan/carrier changes and other demographic changes.
• Facilitate escalations when appropriate.
• Aid in reporting to ensure reconciliation and other coverage issues are addressed in a timely manner.
• Take action to resolve open issues as necessary, coordinating with both internal and external parties.
• Onboard new brokers, including managing the appointment process, ensuring licensure and other requirements are met, handling initial communications with brokers, and providing demonstrations of all systems supporting our brokers with new clients and management of their existing clients.
• Manage annual broker re-certifications. Collect documentation, ensure systems accurately reflect status of broker appointments.
• Manage broker of record activity and broker administrative changes.
• Participate in community and industry events to identify and develop new broker relationships and to maintain/enhance existing broker relationships.
• Work closely with Senior Management on developing and implementing strategic initiatives related to our broker network.
• Handle general inquiries and escalations on behalf of our brokers.
• Build and maintain strong relationships with clients to ensure satisfaction and long-term partnership.
• Maintain a thorough and up-to-date understanding of health insurance carrier eligibility and enrollment guidelines and processes. Serve as the go-to resource for addressing documentation and process requirements.
• Identify trends and provide feedback to support process improvement and product evolution.
• Provide operational support for special projects and periodic work orders from partners.

Knowledge, Skills, And/or Abilities

• Excellent communication, presentation, collaboration, and problem-solving skills.
• Ability to effectively multi-task and possess excellent attention to detail with exceptional follow-up skills.
• Networking and relationship building capability.
• Analytical skills with the ability to learn and apply new concepts and technologies quickly and efficiently.
• Proven track record of dependability and reliability with an exemplary attendance record.
• Self-motivated with the ability to work well independently and as part of a team with minimal direct supervision.
• Passion for driving innovation, encouraging growth, and striving for constant improvement.
• Proficient in Microsoft Office, specifically Excel, with the ability to analyze and manipulate data from multiple sources.

Education And/or Experience

• BA/BS degree in business or related field.
• Minimum 3-5 years prior experience in the health insurance industry.
• Experience in healthcare operations is a plus.

What We Offer

• Competitive salary.
• PTO & paid holidays.
• 401(k) with match.
• Exclusive discount programs.
• Health & wellness programs.
• PeopleFirst culture focusing on building and nurturing lifelong relationships with employees.
• Base salary range for this position is $60,000.00 – $85,000.00.
• Performance-based incentives.

Pay

The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location.

Schedule

Actual base salary offered will be determined on a case-by-case basis.