Customer Operations Analyst
VEDA Data Solutions
IT, Customer Service, Operations
United States
Posted on Tuesday, October 3, 2023
Veda helps patients get the care they need by untangling complex data management problems using advanced scientific approaches and in-depth collaboration. Our technology reflects what our people provide: quality without ego, honesty backed by science, and warmth in an industry not known for having much heat.
Veda is made up of talented professionals that are driven to do meaningful work to change healthcare from the inside out. We are also friends, parents, partners and caregivers. Veda’s benefits reflect our values—we offer fully paid, low or no-deductible medical, dental and vision insurance for our employees and their families. We ensure that employees can take time off to recharge and have flexibility to care for themselves and their families.
Veda is looking for sharp-minded do-gooders who share our values:
Collaboration Working together to identify solutions to current problems
Openness Actively listening, sharing and holding space for new ideas, perspectives and people
Integrity Doing the right thing, honestly and transparently.
Grit Displaying passion and perseverance to achieve our goals.
Ready to build the future with us?
The Role
Veda is seeking an experienced Customer Operations Analyst to join our rapidly growing Customer Operations team. You will be a fundamental contributor on the front lines, working with Veda’s next generation, human-in-the-loop smart automation, serving some of the largest healthcare brands in the US. In this role, you will be responsible for ensuring that core client operational day-to-day functions are proactively managed with a heavy emphasis on quality and accuracy aiding in delivering a world class client experience and optimal health.
The Team
Customer Operations is the foundation of resourceful and capable analysts to support cross functional teams divided into three functions 1) Performance monitoring, 2) Testing & Quality assurance, and 3) Manual intervention. As a valued member of the Customer team and Growth department, the Operations Analyst will apply their critical thinking skills and service oriented nature to support a high functioning and dedicated team.
Your primary responsibilities will be:
- Manual Intervention
- Ensure accurate and timely file processing of customer activities within established client SLA.
- Identify and report low impact or high impact issues impacting customer SLAs and escalate appropriately.
- Test resolutions to bugs to ensure bugs are working as expected.
- Create/Update/monitor Salesforce cases to track all client activities that require manual intervention.
- Identify and communicate trends and themes in issues where we have to manually interfere within and across customers.
- Attend/lead customer operational meetings to review KPIs, open issues and recommend best practices.
- Ensure timely resolution to customer reported issues and proactively communicate file processing delays/issues to clients and internal teams.
- Other duties as assigned by Sr. Manager, Customer Operations.
- As you develop in the role, you will have the opportunity to train and develop additional skills to contribute to:
- Testing & Quality assurance
- Create and maintain comprehensive test documentation, including test plans, test cases, and test reports.
- Responsible for building test cases for regression and change order to ensure adherence to scope.
- Continuous delivery of UAT:
- Customer: Bug management and reporting, ensure artifacts are returned successfully, ensure artifacts quality prior to release, raise issues to Engineering as appropriate.
- Internal: Process historical rosters, confirm output artifacts and business logic aligns with scope.
- Attend/lead customer meetings during implementation to review bugs, open issues and recommend best practices.
- Responsible for weekly and monthly quality assurance checks for customer activities.
- Other duties as assigned by Sr. Manager, Customer Operations.
- Performance Reporting
- Create daily, monthly and quarterly performance reporting metrics that illustrate quantitative business and/or customer success and highlight areas for improvement.
- Interpret and analyze data from multiple sources and proactively recommend changes to reports and operational processes.
- Monitor file processing SLAs and automation rates and contribute to initiatives that improve global automation rates, Column detection and data accuracy.
- Use Dashboards and Operation reports to recommend changes to the business that directly impact short-term and long-term outcomes for the business.
- Attend/lead customer meetings to review KPIs.
- Other duties as assigned by Sr. Manager, Customer Operations.
About You:
- You are Service Obsessed - you are proactive, enthusiastic, and highly goal-oriented: you thrive in a fast-paced environment. You’ve demonstrated a track record for doing what you say you are going to do, when you say you are going to do it, and doing it to the highest of standards. You have consistently met and/or exceeded deadlines and defined SLA’s.
- You have a passion for precision - you are organized and detail oriented; focused on troubleshooting and are always prepared to deal with information coming from different sources all at once. Excel is no stranger to you, and you’re able to pick up and manage complex processes with ease.
- You are Adaptable - You’re able to juggle multiple initiatives at once, you anticipate problems before they happen and start tasks without waiting for direction, yet, you know when to pause and ask for guidance or help. You often challenge the status quo, while frequently seeking opportunities to drive improvement and understand that Change isn’t just a 6-letter word, it’s something you embrace!
- You are an Analyst – You love the idea of bringing your natural analytical skills to an energetic and collaborative startup and have a very keen eye for spotting patterns, problems, and anomalies across large sets of data. You have a passion for maintaining a high degree of accuracy and have a very analytical way of thinking.
- You are Team Oriented – you are highly engaged with strong interpersonal skills, love to work with and amongst others, while also having the ability to work independently; you have interest and curiosity in how things work, are passionate about new tech tools and sharing tips & tricks with other people. You are resilient and remain positive even in the most challenging times. You enjoy working closely with a great team to create an extraordinary client experience.
Minimum Requirements:
- 2-3 years of experience in a customer facing role managing high volume work requests
- 1-2 years of experience with a data platform or service technology, preferably in a highly regulated industry (i.e. finance, healthcare, defense, etc.)
- Strong organizational skills that aid in your ability to prepare internal and external documentation: training materials, end-to-end process guides, analysis results and monthly reports.
- Excellent verbal and written communication, facilitation and follow-up skills
- Knowledge of Microsoft Office, Google Suites, Salesforce, SQL and JIRA is preferred but not required
- Schedule flexibility; Monday - Friday between the hours of 8 AM - 8PM EST may be required.
Our COVID Commitment: Veda is committed to prioritizing the health, safety and emotional well being of our employees and their families. Veda has always embraced the benefit of each employee working remotely, collaboratively.
All employees are required to be located within the USA.
We look forward to learning more about you -- apply to join the Veda team today!