Company Statement

For the last 80 years, EmblemHealth has been taking care of New York’s heart and soul, its people. Today, health care is more complex than ever. That’s why we’re at the forefront of change. We work alongside our customers to offer access to high-quality, affordable care, help navigate the health care experience, and make good health achievable; because everyone deserves to be taken care of. We deliver on our mission every day by living our values with our colleagues, members, clients and partners. It begins with caring and respecting all those we work with. We believe a culture of diversity and inclusion is vital to serve our unique and diverse customers. We seek for continues improvement and innovation and believe being agile and nimble is our advantage. We bring a strong sense of partnership to every relationship – internally and externally. The EmblemHealth family of companies offers competitive health, welfare, and retirement benefits as well as incentive pay plans and more.

To protect the health and safety of our workforce, members, patients, and the communities we serve, the EmblemHealth family of companies require all new employees to be fully vaccinated for COVID-19. Exemption/reasonable accommodations may be granted because of 1) a qualifying medical condition or disability that makes getting the vaccine unsafe for the individual, or 2) objection on the basis of sincerely held religious beliefs and/or practices.

Reporting & Analytics Specialist (Customer Retention & Loyalty)

Administrative & Support
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Summary of Position

  • Drive data driven decision making, root cause analysis and continuous operational improvements.
  • Monitor and coordinate ad-hoc and scheduled reporting that enables transparency into operational performance.
  • Responsible for data extraction (from several sources including the Enterprise Data Lake and Service Cloud), manipulation, querying and presentation.

Principal Accountabilities

  • Use database queries, spreadsheets, charts, graphs, and other analytics techniques to discover, explore, document and present issues and trends on escalation primary drivers.
  • Root cause escalation cases and analyze transactional data including member touchpoints to determine root cause of escalation, corrective actions and drive a solution-based culture and accountability.
  • Deliver continuous process, system, people improvements and reduce overcall complaints and eliminate repeated complaints.
  • Work with cross functional teams including CTS and Claims to improve customer Collaborate with stakeholders to drive process improvements.
  • Synthesize and combine member lists from Executive Escalations, Social Media, Client Retention and Access to Care with data sets on members including their contacts with EmblemHealth, and determine strategy on assignment, prioritization, and case management.
  • Develop dashboarding and scorecards for the above; align scorecards and results specific to escalation team targets/KPIs.
  • Ensure integrity of data and validity of reporting.
  • Create, develop, and maintain ad hoc and scheduled operation reports.
  • Stand up voice of customer, voice of employee tools.
  • Monitor and analysis results to deliver improved customer experience and employee engagement.
  • Serve as a key team member and actively participate in projects around data, data sources, platform, and analytics.
  • Perform ad-hoc tasks/reporting/analyses as directed or required.

Education, Training, Licenses, Certifications

  • Bachelor’s degree in information management, IT, or related required; additional experience/specialized training may be considered in lieu of educational requirements
  • Certification in Analytics & Tableau preferred

Relevant Work Experience, Knowledge, Skills, and Abilities

• 3 – 5+ years of related work experience required
• Experience in report writing, data analysis; or in a Business Intelligence Analyst role required
• Experience working in the health care industry preferred
• Knowledgeable in programming languages, such as SQL, Oracle, and Python required
• Proficiency in math; ability to analyze, model and interpret data required
• Accuracy and attention to detail; critical thinking and creative problem-solving skills using a methodical and logical approach required
• Experience working with Tableau preferred
• Experience working with structured and unstructured data, including manipulation and/or mining required
• Understanding of best practices in presenting and visualizing data in graphical and tabular formats required
• Advanced proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams, etc.) required
• Excellent communication skills (verbal, written, presentation, interpersonal) required
• Strong teamwork & organization skills required

EEOC Statement

We are committed to leveraging the diverse backgrounds, perspectives and experiences of our workforce to create opportunities for our people and our business. We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or any other characteristic protected by law.

Sponsorship Statement

Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws and regulations, EmblemHealth may provide work visa sponsorship for certain positions.

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