Hybrid | Business Analyst - Contact Call Center

Location: Philadelphia, PA

Primary Job Function: Operations

ID**: 28593

Your career starts now. We’re looking for the next generation of health care leaders.

At AmeriHealth Caritas, we’re passionate about helping people get care, stay well and build healthy communities. As one of the nation's leaders in health care solutions, we offer our associates the opportunity to impact the lives of millions of people through our national footprint of products, services and award-winning programs. AmeriHealth Caritas is seeking talented, passionate individuals to join our team. Together we can build healthier communities. If you want to make a difference, we’d like to hear from you.

Headquartered in Newtown Square, AmeriHealth Caritas is a mission-driven organization with more than 30 years of experience. We deliver comprehensive, outcomes-driven care to those who need it most. We offer integrated managed care products, pharmaceutical benefit management and specialty pharmacy services, behavioral health services, and other administrative services. Discover more about us at www.amerihealthcaritas.com .

Must Live In/Nearby Newtown Square, Pennsylvania To Qualify For Consideration


Reporting to the Director of Innovation and Organizational Excellence, the Business Analyst is primarily responsible for developing all Business Requirement Documents for the Contact Center; including RFP responses, Contact Center and EO Business Continuity Plan, and maintain Contact Center Policies and Procedures including the following responsibilities:

  • Hybrid position and requires occasionally working onsite, as needed.

  • Functions as the point person for all Contact Center RFP work. Represents Contact Center at RFP meetings. Serves as a resource for functional areas in responding to RFPs (identifying standard or historical responses) and coordinates response with other departments as necessary.

  • Communicates effectively and serves as central point of contact for all Contact Center Business Requirements.

  • Accountable for meeting the defined delivery time for projects, and quality commitments.

  • Assists with the development of presentations.

  • Provides oversight for existing and new programs/initiatives as assigned by the Director

  • Coordinates responses to various reports and audits.

  • Maintains Policies and Procedures for all departments within Contact Center Operations.

  • Develops recommendations for improving the efficiency and performance of processes.

  • Accountable for the Enterprise Operations Contact Center Business Continuity Plan; maintaining the plan as well as conducing outreach to ensure preparedness at all levels of the EO Organization.

  • Drives the execution of best practices through consistent and frequent communication.

  • Seeks integration opportunities of core processes to be utilized by all areas of the Contact Center.

  • Initiates continuous improvement of project activity through metric driven triggers.

Education/ Experience:

  • Bachelor’s Degree Computer Science, Data Analytics, Informatics or equivalent work experience.

  • Required three (3) years of proven, professional Business Analyst experience.

  • Required Customer Relation Management (CRM) expert knowledge ( e.g., Salesforce, IAD)

  • Ability to analyze and summarize large amounts of data from various sources.

  • Knowledgeable of Operation New Business Process Flow and experienced with Business Continuity Plan.

  • Demonstrated Project Management aptitude highly preferred.

  • Contact Call Center background preferred.

  • Dexterity to explain technical concepts & information to non-technical Stakeholders.

  • Proficient in Microsoft Suite; PowerPoint a plus.

  • Hybrid position and requires occasionally working onsite, as needed.

  • Solution driven; a strong problem-solver; advanced written/verbal communication flair while capably functioning autonomously and as part of a team; sustain consistent service level as identified; promptly meet deadlines; handle varying workloads with a high degree of accuracy and tenacity to persevere through organizational obstacles and uphold knowledge of organization's business processes.

*Must be permanently authorized to work in the U.S. as a precondition of employment.

EOE Minorities/Females/Protected Veterans/Disabled