The Customer Advocacy Team (CAT) Team Coordinator will perform activities that provide support for the resolution and prevention of complex systemic issues brought forth from across the health plan. The person will play a key role in supporting and coaching the CAT Sr. Business Analysts throughout the root cause analysis process. He/She will work with management in the department to monitor and promote progress and quality work as well as aid in escalating any barriers. Also, responsible for performance monitoring and improvement efforts in support of division and team strategies. Supports the team by developing and maintaining strong, collaborative relationships with members, providers and internal business partners and identifies opportunities for improvement, recommends solutions, and implements recommendations to facilitate change. In addition, serves as a role model for communication and teamwork between departments and divisions.The Customer Advocacy Team (CAT) Team Coordinator will perform activities that provide support for the resolution and prevention of complex systemic issues brought forth from across the health plan. The person will play a key role in supporting and coaching the CAT Sr. Business Analysts throughout the root cause analysis process. He/She will work with management in the department to monitor and promote progress and quality work as well as aid in escalating any barriers. Also, responsible for performance monitoring and improvement efforts in support of division and team strategies. Supports the team by developing and maintaining strong, collaborative relationships with members, providers and internal business partners and identifies opportunities for improvement, recommends solutions, and implements recommendations to facilitate change. In addition, serves as a role model for communication and teamwork between departments and divisions.•Train and coach analysts•Attend and support analysts on meetings to provide guidance and coaching as necessary•Manage team workload, provide guidance, instruction and leadership to analysts to achieve desired performance, ensure that the individual benchmarks are met•Assist with reporting on performance and trends for decision makingIdeally possesses a high degree of operational knowledge as it relates to customer operations in claims, system configuration, benefit configuration, and member enrollment as well as network and/or provider data management. Experience with process improvement, root cause analysis, and process mapping is a plus. Skills:•Strong critical thinking skills and questioning mindset•Strong organizational skills•Sound judgement and leadership skills•Strong verbal and written communication skills with demonstrated ability to research, problem solve, trouble shoot, influence, present and partner across the organization•Ability to effectively communicate with team members and leadership of all levels•Proven ability to analyze data, processes and initiate root cause analysis to influence correction actions with leadership•Proficient knowledge of flow charting/process mapping•Proven ability to work independently while managing multiple tasks and priorities •Demonstrated ability to independently lead multi-functional projects and serve as a resource for other members of the teamRequired Education:Bachelor's Degree RequiredJob Requirements:•3 years related experience preferred •Related experience will be in one of the following areas: root cause analysis, operations, claims, system configuration, benefit configuration, enrollment as well as network and/or provider data management.•Experience with process improvement, root cause analysis and process mapping is a plus.Sentara Benefits:Sentara employees strive to make our communities healthier places to live. We’re setting the standard for medical excellence within a vibrant, creative, and highly productive workplace. For more information about our employee benefits, https://www.sentaracareers.com/explore-sentara/benefits/Join our team, where we are committed to quality healthcare, improving health every day, and provide the opportunity for training, development, growth!