Client Service Senior Analyst Resume Samples

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K Price

Keon

Price

4590 Joany Circle

Phoenix

+1 (555) 533 5381

4590 Joany Circle

Phoenix

Phone

p +1 (555) 533 5381

Experience Experience

San Francisco, CA

Client Service Senior Analyst

San Francisco, CA

Heaney Inc

San Francisco, CA

Client Service Senior Analyst

Working with users to provide system support and troubleshoot system problems on complex issues
Developing and reviewing test plans and testing system functionality
Developing, reviewing and maintaining technical/user documentation
Providing quality assurance on system parameters
Analyzing plan documents
Reviewing system specifications
Training users on the applications

Boston, MA

Defined Benefits Client Service Senior Analyst

Boston, MA

Fritsch-Kuhlman

Boston, MA

Defined Benefits Client Service Senior Analyst

Performs routine tasks independently after instructions are provided
Produces new process improvement techniques and services
Communicates project progress to team management timely and clearly
Identifies project road blocks to team management timely to allow remedial actions
Partners with other members of the Client team and technology resources as necessary to complete assigned projects
All other duties as assigned
Familiarity with TBO tools a definite plus

present

Detroit, MI

Health & Welfare Client Service Senior Analyst

Detroit, MI

Bernhard LLC

present

Detroit, MI

Health & Welfare Client Service Senior Analyst

present

Develops metrics that provide data for process management and indicators for future improvement opportunities
Manage installation of ongoing maintenance processes that implemented as special project work is executed
May manage workflow and/or staff to support tasks related to position
Coordinate with leveraged services and platform support partners to provide detailed root cause analysis/error resolution and prevention plans
Senior level position that will provide support for implementation of new project work as well as prepare team/system for ongoing service delivery
Execute and implement plans for the remediation of negative trends
Serve as key support role for Service Delivery Manager regarding communication with clients for issues, escalations, global inquiries, trend analysis, ad-hoc reporting, special projects, and change requests

Education Education

Bachelor’s Degree in Quality

Ashford University

Bachelor’s Degree in Quality

Skills Skills

Strong working knowledge of defined benefit pension plan administration, policy and applicable multi-provincial and federal government legislation
Strong working knowledge of Income Tax Act as it applies to defined benefit pension plans
Ability to meet deliverables
Capability to take ownership and be accountable for assigned tasks
Ideal candidate should have the following desired skills: Adaptability, Assertiveness, Communication (Writing, Verbal, Presentation), Professionalism
Strong organizational skills and ability to manage multiple priorities effectively in a fast-paced
Working knowledge of HW eligibility system configuration
Knowledge of SQL, VB
Proficient with Microsoft Word, Excel, and Access
Excellent oral and written communication skills to share concepts and information to teammates and clients

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Client Service Senior Analyst Resume Examples & Samples

College Degree in Computer Science or Computer Information Systems or equivalent work experience
Business Analyst Certification (CBAP, CCBA, CSBA) a plus
Experience with full software development lifecycle, waterfall, AGILE
5 years in the role of a business systems analyst
5 years in healthcare transaction processing to include (scanning mailroom, data entry, claims adjudication, enrollments, HIPAA EDI standards
Microsoft suite of products including MS Project and Visio
Business process mapping

Client Service Senior Analyst Resume Examples & Samples

Ability to capture reporting requirements across multiple projects
Demonstrated experience with data extraction with multiple systems and sources
Demonstrated experience summarizing and presenting complex data
Ability to quickly learn and work with new processes and/or programs
Able to demonstrate higher-level data analysis methods and techniques
Strong verbal, presentation and written communication skills
Proactive and positive approach to work and tasks
Superior ability to interact with a team
2 or 4 year technical degree preferred
2 – 5 years of experience in analytics
Contact center experience (monitoring contacts and tickets, coaching, handling customer contacts and tickets) (Strongly Preferred)

Client Service Senior Analyst Resume Examples & Samples

Perform administration functions and annual periodic processing which adhere to established procedures
Assist with annual statement production, including testing and validation
Handle call escalations and/or respond to member inquiries
Back up and support other team members as required, including vacation coverage
Perform peer review of client-specific work prepared by other team members
Assist with monthly client invoicing
Monitor monthly retiree pay slip postings
Identify areas for process improvement and new service and revenue opportunities
Manage and take ownership of specific projects and other duties and responsibilities as assigned by Manager
Troubleshoot application and data issues
Execute and take ownership of the analysis and resolution of technical and/or systems issues as assigned
Perform user acceptance testing for programming changes and sign off on the changes
Review and approve test plans and/or control groups
Define business requirements and review specifications as needed
Produce ad hoc reports as needed
Participate in identification of impact of legislative changes, analyzing business needs and applying appropriate administration solutions in a cost-effective way
Assist with training for team members
Work with business partners to apply appropriate solutions to complex issues
Act as a source of expertise to others including assisting colleagues with the applications, tools and procedures
Create networks outside of one’s own functional area
Act as a role model regarding service delivery and professional behavior
All other duties as assigned Knowledge, Skill & Technical Requirements
Solid experience in completing member packages for terminations, retirements, and deaths which include performing pension calculations, creating letters, handling settlements, and authorizations
Intermediate knowledge of Microsoft Word and Excel
Strong organizational skills and ability to manage multiple priorities effectively in a fast-paced environment
Adaptability and flexibility to work in a changing environment is a must
Client satisfaction focus
Positive and energetic attitude
Strong team spirit and work ethic
Professional behaviour and discretion at all times

Health & Welfare Client Service Senior Analyst Resume Examples & Samples

All other duties as assigned. Additional Job Responsibilities
Senior level position that will provide support for implementation of new project work as well as prepare team/system for ongoing service delivery
Position is a heavy contributor to overall client health, and will be client facing
Responsible to support special projects – includes project management, discovery and business rule documentation, testing, liaison with Xerox and client leadership teams
Manage installation of ongoing maintenance processes that implemented as special project work is executed
May manage workflow and/or staff to support tasks related to position
Travel - up to 25%
Minimum of 8 years of experience required
Working knowledge of Health & Welfare eligibility system configuration
Health & Welfare domain experience and expertise, required
Testing domain expertise, required
Rigorous approach to discovery/documentation/testing and status reporting, required
Ability to represent project status and details to client and internal Xerox teams, required
Implementation experience, preferred
Position requires deep knowledge of process management and ability to optimize execution
Project management and leadership skills, required
Experience working with clients and delivery at senior level

Client Service Senior Analyst Resume Examples & Samples

Measures performance against process requirements, aligning improvement projects to close performance shortfalls
Responsible to support special projects – includes project management, discovery and business rule documentation, testing, liaison with Xerox and client leadership teams
Manage installation of ongoing maintenance processes that implemented as special project work is executed. May manage workflow and/or staff to support tasks related to position
Position requires deep knowledge of process management and ability to optimize execution
Rigorous approach to discovery/documentation/testing and status reporting will be required
Ability to represent project status and details to client and internal Xerox teams is required
Working knowledge of HW eligibility system configuration
Testing domain expertise
HW domain experience and expertise
Implementation experience preferred
Experience working with clients and delivery at senior level
Project management and leadership skills are required

Client Service Senior Analyst Resume Examples & Samples

Education – Higher education level degree(s) from an accredited four-year (4) university/college or equivalent work experience with Medicaid programs
Knowledge – Excellent understanding of standard healthcare codes (CPT, ICD, HCPCS, DRG, revenue) and medical terminology, regulations, medical billing requirements, data analytics and building ad hoc queries from warehouse data
Work experience – Focused training on data extraction and analysis and/or healthcare administration. Two (2) years in healthcare industry
Advanced computer skills to include Microsoft Excel and Word
Medi-Cal or Medicare knowledge or other large healthcare payer knowledge
Data extraction and analysis of large, complex data sets
Experience with healthcare Fraud, Waste, Abuse analytics
Experience in research methodologies or conducting audits/investigations
Business Objects or comparative ad hoc reporting (i.e., Crystal Reports, SAS)
Intermediate to advanced Microsoft Access
Certified Professional Coder (AAPC) or experienced billing/coding knowledge

Client Service Senior Analyst Resume Examples & Samples

Performs quality assurance/proofing of the data entered into the Bill Review System against a bill (patient, all bill types and carrier information), ensuring the final bill overview (EOMB – explanation of medical benefits – all bill types) sent to the carrier is accurate prior to payments made
Works with the State Reporting and Billing Team to ensure proper data is included in the State Extracts. Correct Extract Errors and Billing Edits when necessary
Identify through focused audits operational and regulatory issues related to coding, documentation, and compliance requirements, ensuring that appropriate documentation is maintained to comply with State requirements
Assist with client inquiries related to state fee schedules, state reporting and state audits Experience Required

Health & Welfare Client Service Senior Analyst Resume Examples & Samples

This is a direct client facing position responsible for client retention, client satisfaction and client PL
Project leadership for indirect reports, coordination of projects across support teams
The candidate will serve as the Health and Welfare subject matter expert, and must be proficient in all client plan rules and administrative practices for service delivery
Analyze processes and data, ensure events setting properly
Handle requests for ad-hoc reporting
Execute and implement plans for the remediation of negative trends
Capture functional requirements for change requests from clients
Successfully engage in multiple initiatives simultaneously
Health & Welfare subject matter expert, minimum five (5) years’ experience, with experience in the following areas

Health & Welfare Client Service Senior Analyst Resume Examples & Samples

Critical to maintaining Client account relationship and meeting day-to-day deliverables
Develop strong client relationships
Work with a multi-cultural team of administrators and systems analysts
Lead complex discussions and facilitate meetings on a wide variety of pension topics
Planning/project management
Minimum 4 years’ experience benefits knowledge

Client Service Senior Analyst Remote Resume Examples & Samples

Works with carriers in interpreting bills to ensure accurate information is captured for entry into the Bill Review System
Assures compliance of operational processed and medical data element capture making determinations with respects to appropriateness of documentation, adherence to State regulations
Monitors corrective actions for audit review findings
Assists in developing and implementing policies and procedures/Compliance Audit Standards to ensure compliance with State regulatory requirements
Assist with client inquiries related to state fee schedules, state reporting and state audits
Understanding of the Web and all aspects of Internet
Demonstrated ability to work successfully in a team setting
Effective interpersonal and customer service skills
Ability to read, learn and retain Work’s Compensation regulations
Comprehensive knowledge of the Official Medical Fee Schedule
Familiarity with States’ Rules and Regulations
Experience in dealing with dated materials and strict time limits

Client Service Senior Analyst Resume Examples & Samples

Accountable directly to the Service Delivery Manager. Part of the on going team for Delivery Services
Responsible for creation and maintenance of Technical Requirements Documents for client requested changes. Communicates requirements changes to all team members
Consults and trains team members and stakeholders on requirements specifics, reviews project deliverables for conformance with requirements as needed
Create reports to meet client and internal needs of the business domain
Develop and maintain documentation of process flows in accordance with application methodology; also identify and assist in the execution of process improvements
Work with other internal groups to prepare test plans to support technical release testing, data interfaces in/out of the system, employee communications, employee tools (IVR, web, RPSI, RME, etc.), and client reporting
Develop working relationships with the client, third party vendors and/or ancillary service providers and other internal parties to ensure seamless delivery on specific tasks, special projects and/or participant issues
Attend both client and internal meetings
Research system related issues such as Production lagging, not being able to log in, etc
Complete assigned work by updating or creating VB programs and XMLs, updating or creating SQL’s, updating specs, creating test plans, working with analyst & programmers, performing testing, documenting issues, and assisting with issue resolution
Provide support to work through data issues, queries, projects or other system needs in order to improve the efficiency and accuracy of processing. Provide support for special projects when needed in order to ensure a quality product is delivered to the client
Defined Benefit experience required (5-10 years) and/or implementation experience Benefits outsourcing industry experience
Strong experience with VB programming
Microsoft Word/Excel/Access
PL/SQL developer
XML spy
Kedit
Subversion

Client Service Senior Analyst With Spanish Resume Examples & Samples

Fluency in English plus either French or Spanish languages
A proven track record in delivering projects on time / on target
Strong attention to detail, performing required tasks with minimal to zero errors
Additional European language, ideallySpanish, French, Dutch, German, Italian or Portuguese

Defined Benefits Client Service Senior Analyst Resume Examples & Samples

3-5 years experience in Defined Benefit administration and implementation
Supports and maintains manual calculation templates
Consulting experience may be considered
Participates in review of the testing strategy and test plans for DB and integrated systems changes
Requires the ability to translate business requirements in layman's language into specifications that support systems development and testing
Calculation specification (pseudo-code) translation and maintenance from Business Requirements, root cause analysis and remediation of calculation system bugs and determination of the required updates to remediate them
Analyze data and understand business implications of data processing
Communicates project progress to team management timely and clearly
Identifies project road blocks to team management timely to allow remedial actions
Performs gap analysis and identify action plan and/or system changes to address gaps in an efficient manner, automated solutions preferred
Supports and maintains various testing templates, including for the Retirement Income Modeler
Supports process improvement (such as Six Sigma initiative) needs
Strong analytical skills a must
Supports and maintains the various reporting templates, including Total Value / Total Rewards
Partners with other members of the Client team and technology resources as necessary to complete assigned projects
Performs routine tasks independently after instructions are provided
Ability to write and understand SQL queries
Similar programming experience may substitute
Familiarity with databases and data flows required
Intermediate Excel and Visual Basic skills a plus to support calculation tool
MS Office (Word, PowerPoint, Access) intermediate skills required
MS Project, a plus
Familiarity with TBO tools a definite plus

Pension Client Service Senior Analyst Resume Examples & Samples

Reviews/prepares all complex actuarial and senior executive pension calculations
Works with the client on clarifying the plan business requirement documents
Actuarial and non-qualified plan expert
PASS
Actuarial credentials

Client Service Senior Analyst Resume Examples & Samples

Analyzing plan documents
Mentoring and training less experienced employees on H&W industry knowledge and client implementation work
Defining, reviewing and documenting plan, data, and interface requirements
Providing quality assurance on system parameters
Reviewing system specifications
Developing and reviewing test plans and testing system functionality
Developing, reviewing and maintaining technical/user documentation
Training users on the applications
Working with users to provide system support and troubleshoot system problems on complex issues
Acting as the resource person for a team of Information Analyst/Associate during an implementation project
Working closely with the Project Manager and Team Leader on leading the implementation project and providing valuable input to the project
Lead and mentor offshore resources (India)
Bachelors degree, preferably in Information Systems or Computer Science
Extremely good knowledge of Health & Welfare (benefits) programs and administration as well as implementation work in that area (over 5 years)
Detail oriented and able to multi-task
Demonstrated problem solving, analytical and decision making skills
Able to synthesize and bring understanding to large quantities of information
Excellent oral and written communication skills to communicate concepts and information to teammates and clients
Enjoy working in a fast-paced, deadline-oriented project team environment
System analysis/implementation/testing experience
Proficient with Microsoft Word, Excel, and Access
Must be Client and 3rd party vendor facing
Technical and Business skill sets to be able to work through the requirements with Vendors and the client
In depth knowledge in Requirement Gathering, Analysis, Configuration, Test Planning, Regression Testing, Defect Tracking and Baseline Documentation

Client Service Senior Analyst Resume Examples & Samples

Solid experience in completing member packages for terminations, retirements, and deaths
Which include performing pension calculations, creating letters, handling settlements, and
Authorizations
Strong organizational skills and ability to manage multiple priorities effectively in a fast-paced

Client Service Senior Analyst Resume Examples & Samples

Facilitate meetings, create meeting minutes and coordinate the development / delivery of various Data both internally and customer facing
Create and update various Installation documents and Plans, Operational Transition Plans, Site Surveys and various test analysis reports / whitepapers
Coordinate Field Installation activities with sub contractors, Conduent resources and the customer
Facilitate hardware installation, work plans and acceptance testing documentation for customers and archiving
Basic skills in document creation, review and computer skills (Excel and Microsoft Project would be a huge plus)
Some experience in the construction field (documents and plans) would also be a plus but not required

Client Service Senior Analyst Resume Examples & Samples

Act as final reviewer for day-to-day, periodic and annual administration tasks including but not limited to termination, retirement, death and marriage breakdown calculations, PAs, PARs, valuation data extracts, and annual pension statements (active and inactive)
Solid experience in completing member packages for terminations, retirements, and deaths which include running pension calcs, letters, handling settlements, and authorizations is a prerequisite for this position
Develop detailed project plans by breaking down into manageable tasks and delegate assignments to appropriate team members
Oversee project plans to ensure timely and accurate delivery for year-end processes such as PAs and annual pension statements as well as adhoc projects
Act as a role model for less experienced team members regarding service delivery and professional behaviour
Reconcile pension payments
Monitor quality and aging of cases in the system
Perform user acceptance testing (i.e. client specific systems)
Review test plans and/or control groups
Develop and maintain checklists, procedures and plan documentation
Document issues and provide status updates
Review specifications
Produce complex and/or ad hoc reports
Prepare the cyclical deliverables processing calendar
Resolve complex issues with third parties that affect large groups of participants
Analyze business needs and apply appropriate administration solutions in a cost-effective way
Share future changes to policies, legislation and practices trends with others
Act as a source of expertise to others including assisting colleagues with the application tools and procedures
Arrange and/or conduct information sharing sessions with team; coach team members to enhance their knowledge
Post-secondary education and/or related work experience
Minimum of 5 years of experience in Defined Benefit pension plan administration
Proficient in MS Office applications and essential computer functions
Strong mathematical/analytical skills and problem solving skills
Strong working knowledge of defined benefit pension plan administration, policy and applicable multi-provincial and federal government legislation
Strong working knowledge of Income Tax Act as it applies to defined benefit pension plans
Ability to meet deliverables
Proven relationship building skills
Proven project management skills and proactive ability to handle and manage multiple tasks simultaneously
Client satisfaction focus and team-oriented work style
Ability to remain poised, patient, empathetic, tactful and composed while handling client staff and plan participants
Demonstrates strong mentoring and training skills

Defined Contributions Client Service Senior Analyst Resume Examples & Samples

Develops departmental plans, including business, production and/or organizational priorities
Interprets internal or external business issues and recommends solutions/best practices
Decisions are guided by resource availability and functional objectives
Primarily domestic accountability; may include some international accountability
Deep domain Defined Contributions experience, required
Strong Client Services experience, required
MS Excel,, required
MS Word, required
SQL, required,
Internet, required
Clarify, required
Six Sigma, required
Mainframe, required

Client Service Senior Analyst With French Resume Examples & Samples

Excellent written skills, with demonstrable examples of written work
Fluency in English + French
An industry career background in either Business Analysis, Customer Services, Operations Management, Account Management, Retail or Training
Excellent Microsoft Office skills, with advanced use of Microsoft Excel
Personnel management
An excellent communicator with good customer facing skills
Familiarization with Visualization platforms (e.g. Tableau, Spotfire)
Additional European language, ideally German

Health & Welfare Client Service Senior Analyst Resume Examples & Samples

Gathers and documents requirements for projects and change work
Direct client facing role; serves as point of contact for escalations, issue resolution, ad hoc reporting
Coordinate with leveraged services and platform support partners to provide detailed root cause analysis/error resolution and prevention plans
Updates internal partners on client specific changes impacting service deliver
Coordinate and prepare reports for client status meetings, including any weekly, monthly and quarterly business reviews
Coordinate flexible spending account reconciliations with FSA vendor
Monitor Global Process Management critical compliance adherence
Point of contact for internal/external teams
Proficient in all client plan rules and administrative practices for service delivery
Health & Welfare Subject Matter Expert
Minimum 5-8 years’ experience in Health and Welfare benefit plans and administration
Client Facing experience
Excellent communication skills; both written and verbal

Client Service Senior Analyst Resume Examples & Samples

Prepare and maintain file specifications documents, operational process flows, quality assurance control plans, and standard operating procedures
Ensure that impact and root cause analyses are performed in relation to any interface issues
Implement process and service delivery improvements
Balance work demand inventory against available time/resources Swiftly and effectively resolve client escalations and related participant issues
Develop strong and partnering relationships with the client, third party vendors and/or ancillary service providers and other internal parties to ensure seamless delivery of specific tasks, special projects and/or participant issue resolution
3+ years of health and welfare benefits administration experience
6+ years of total work experience
Experience creating functional and/or technical specifications
Working knowledge of SQL, a plus
Ideal candidate should have the following desired skills: Adaptability, Assertiveness, Communication (Writing, Verbal, Presentation), Professionalism
Candidate should be goal-oriented, has strong problem solving skills and a critical thinker

Client Service Senior Analyst Resume Examples & Samples

Support Member Contact team to investigate and resolve plan member queries
Monitor quality and aging of cases in the Call Management system
Resolve complex issues with third parties that affect members’ benefits coverage
Act as a role model for less experienced team members regarding service delivery and professional behavior
Intermediate level proficiency in MS Office applications and essential computer functions
Minimum 5 years experience in health and welfare benefit plan administration
Ability to remain poised, patient, empathetic, tactful and composed while handling client staff and plan member queries

Operations Client Service Senior Analyst Resume Examples & Samples

Assist with Operations specific questions and escalations from Customer Service, R&R and branch staff
Work independently to seek answers and resolution for each case with emphasis on prioritization
Develop strong Operations knowledge including team functions and applicable contacts
Seek opportunities through research and in depth analysis of customer feedback to continually enhance the customer experience
Develop and maintain additional Operations resources
Perform other project duties as needed

Client Service Senior Analyst Resume Examples & Samples

Bachelor’s Degree is preferred or equivalent work experience
Help-Desk experience preferred
Ability to perform in-depth research and present analysis in an intelligent manner
Proficiency in Microsoft Office applications especially Excel or MS Access is required
Good interpersonal skills are required for working with clients and internal resources

Client Service Senior Analyst Resume Examples & Samples

Define and document Business Requirements & System Specifications of client’s proposed solution
Bachelor’s degree in Actuarial Studies is preferable (if not a must)
1-3 years of Defined Benefit pension plans within a client service environment
Facility to handle and manage multiple tasks simultaneously
Ability to commit to deadlines and deliver on a timely manner
Capability to take ownership and be accountable for assigned tasks
Excel working in a fast-paced, deadline-oriented project team environment
Demonstrate high problem solving and analytical skills
Excellent oral and written communication skills to share concepts and information to teammates and clients
Client satisfaction focus along with team-oriented work style
Enjoy system analysis/implementation/documentation/testing/programming
Knowledge of SQL, VB