Xerox Health & Welfare Client Service Senior Analyst, remote in Secaucus, New Jersey

Xerox is the world's leading enterprise for business process and document management. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox serves clients in more than 160 countries. For more information, visit www.xerox.com, www.news.xerox.com, www.realbusiness.com or www.xerox.com/businessservices.

If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.

Job Responsibilities

  • May perform one or more of the following:

  • Analyzes, plans and implements process improvement (such as Six Sigma initiative) needs.

  • Produces new process improvement techniques and services.

  • Develops metrics that provide data for process management and indicators for future improvement opportunities.

  • Measures performance against process requirements, aligning improvement projects to close performance shortfalls.

  • All other duties as assigned.

Additional Job Responsibilities

  • 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.

  • 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.

  • Research and Analysis skills - Ability to provide detailed Root Cause analysis and responses to client escalations. Root cause analysis should include identification of impacted parties, identification of impact, why the event happened, how the immediate issue is resolved, and steps to prevent future occurrences.

  • Handle requests for ad-hoc reporting.

  • Preparation of reports for client status meetings, including all weekly, monthly, and quarterly business reviews.

  • Execute and implement plans for the remediation of negative trends.

  • Capture functional requirements for change requests from clients.

  • Maintains close collaboration with internal partners regarding ongoing delivery and change work.

  • Create, update, and maintain inventory of functional client documentation.

  • Ability to scope and manage special project work.

  • Eligibility Calculation analysis and requirements.

  • Successfully engage in multiple initiatives simultaneously.

  • Prioritize work where appropriate and manage to deadlines.

  • Direct client facing position responsible for client retention, client satisfaction and client PL.

  • Project leadership and coordination of projects across support teams.

Essential Skills/Knowledge

  • Health & Welfare subject matter expert, minimum five (5) years’ experience, with experience in the following areas:

  • Plans and Compliance

  • Call Center work flow

  • Client Service

  • Vendor management

  • Project management

  • Intermediate/advanced MS office – Excel, PowerPoint, Word, Access and Internet, required

  • Strong SQL skills, required

  • Strong data and analysis skill set

  • Self-starter and proactive, ability to execute requests with minimal management guidance and oversight.

  • Communication, negotiation skills and time management are vital to the success of this position.

Travel

up to 25% to Client US sites

Education

High school diploma, required

Bachelor's degree or above, preferred

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to accommodations@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

Job: Client Services

Organization: TBO

Title: Health & Welfare Client Service Senior Analyst, remote

Location: New Jersey-Secaucus

Requisition ID: 16028561

Virtual/work from home? Yes