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Accentuate Staffing is currently recruiting for an Operations Analyst to join a local company in the Raleigh area.  This position will be responsible for the development and management of Client Services Representatives and Call Center Team to ensure client satisfaction and retention, and employee satisfaction and productivity.  This is a direct hire opportunity.

Responsibilities:

• Determines client services and call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost / benefit analyses.
• Serves as the subject matter expert on systems used in daily client service duties, which include but are not limited to: claims adjudication system, Salesforce, and Microsoft Office Suite.
• Completes pricing reviews: reviewing rates and plan set up in the electronic adjudication system for accuracy, resolving any issues/discrepancies, and assisting in the development of new pricing strategies to positively impact revenue goals.
• Prepares client services and call center performance reports by collecting, analyzing, and summarizing data and trends.
• Responds to pharmacy questions and requests regarding volumes, comparisons, and reports.
• Coordinates with both internal and external clients and staff to meet business needs and client goals.
• Manages and processes client appeals.
• Responsible for scheduling and managing work flow of staff, as well as partners for the company, department, and across organizational boundaries.
• Manages self, and job duties in a way efficient for staff and business unit needs within a 24/7/365 environment.
• Ability to meet and hold a flexible work schedule in order to fulfill the responsibility of managing employees in a 24/7/365 environment.

Requirements:

• Bachelor’s degree within Marketing, Business, Communications, Health Care, or related discipline preferred.
• 5 -7 years’ experience within customer service or client services.
• 5 years’ previous supervisory experience.
• Desired 2 years’ experience within Operations Management or Call Center Management.
• Previous experience in business, transportation, or Pharmacy Benefit Management.