MassHealth is seeking qualified applicants for the position of Customer Service Business Analyst. The primary purpose of this position is to assist the Director of Customer Service in the continuous improvement of Customer Service for MassHealth members, providers, and internal/external stakeholders. The primary responsibility will be to focus on the performance of the vendors who provide Call Center Solutions for MassHealth to ensure that MassHealth provides high quality, courteous, and efficient customer service for our members.

Duties and Responsibilities (these duties are a general summary and not all inclusive):

• Work closely with the Director of Customer Service by providing support for all areas under the Director’s purview.
• Conduct comprehensive analysis of daily/weekly/monthly reports on call center performance key performance indicators (KPI’s) including: average speed or answer (ASA), abandonment rate (AR), average handle time (AHT), First Call Resolution (FCR), and Customer Satisfaction.
• Responsible for timely analysis, feedback, and resolution of customer complaints and escalations.
• Assist in developing and implementing improvement plans related to call center performance KPIs for efficiency, customer satisfaction, and quality.
• Assist in optimizing the Interactive Voice Response (IVR) to best serve our customers.
• Assist in efforts to implement and measure customer interactions through all mediums including: voice calls, text messages, email, and internet access.
• Participate in meetings and call calibration sessions with vendors, training, and all internal/external stakeholders.
• Assist in administrative duties related to contract management including invoices, requests for information, etc.

Preferred Qualifications:

• Excellent planning, organizational, and time management skills.
• Exceptional analytical and conceptual thinking skills.
• Excellent communication skills including verbal and written communications. Comfortable communicating in person, over the phone, Teams/Zoom, etc.
• Advanced skills in Microsoft applications including: Word, PowerPoint, Excel.
• Experience leading or supporting successful projects or initiatives.
• Previous experience with customer service, contact centers, highly preferred.
• Previous Business Analyst experience preferred.
• Experience creating/requesting business intelligence reports.
• Experience with presentation development and delivery.
• Ability to prioritize, balance multiple assignments, work under time constraints and adjust to changing circumstances.
• Ability to work effectively both independently and as a team member.

TO APPLY:

Please upload both Resume and Cover Letter for this position when applying. First consideration will be given to those applicants that apply within the first 14 days.

About MassHealth:

To improve the health outcomes of our diverse members and their families by providing access to integrated health care services that sustainable & equitable health, well-being, independence, and quality of life.

For more information about our agency and programs please visit: www.mass.gov/masshealth

For questions, please the contact the Office of Human Resources at 1-800-510-4122 and select option #4

• Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

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