Customer Operations Analyst, VEDA Data Solutions
Helping healthcare payers and networks lower costs
Job no longer available
Helping healthcare payers and networks lower costs
101-200 employees
Job no longer available
101-200 employees
Company mission
To accelerate patients’ ability to access the care they need, reduce financial loss in the healthcare system, and create efficiencies that drive healthcare innovation.
Role
Who you are
- 2-3 years of experience in a customer facing role managing high volume work requests
- 1-2 years of experience with a data platform or service technology, preferably in a highly regulated industry (i.e. finance, healthcare, defense, etc.)
- Strong organizational skills that aid in your ability to prepare internal and external documentation: training materials, end-to-end process guides, analysis results and monthly reports
- Excellent verbal and written communication, facilitation and follow-up skills
- Knowledge of Microsoft Office, Google Suites, Salesforce, SQL and JIRA is preferred but not required
- Schedule flexibility; Monday - Friday between the hours of 8 AM - 8PM EST may be required
- You are Service Obsessed - you are proactive, enthusiastic, and highly goal-oriented: you thrive in a fast-paced environment. You’ve demonstrated a track record for doing what you say you are going to do, when you say you are going to do it, and doing it to the highest of standards. You have consistently met and/or exceeded deadlines and defined SLA’s
- You have a passion for precision - you are organized and detail oriented; focused on troubleshooting and are always prepared to deal with information coming from different sources all at once. Excel is no stranger to you, and you’re able to pick up and manage complex processes with ease
- You are Adaptable - You’re able to juggle multiple initiatives at once, you anticipate problems before they happen and start tasks without waiting for direction, yet, you know when to pause and ask for guidance or help. You often challenge the status quo, while frequently seeking opportunities to drive improvement and understand that Change isn’t just a 6-letter word, it’s something you embrace!
- You are an Analyst – You love the idea of bringing your natural analytical skills to an energetic and collaborative startup and have a very keen eye for spotting patterns, problems, and anomalies across large sets of data. You have a passion for maintaining a high degree of accuracy and have a very analytical way of thinking
- You are Team Oriented – you are highly engaged with strong interpersonal skills, love to work with and amongst others, while also having the ability to work independently; you have interest and curiosity in how things work, are passionate about new tech tools and sharing tips & tricks with other people. You are resilient and remain positive even in the most challenging times. You enjoy working closely with a great team to create an extraordinary client experience
What the job involves
- You will be a fundamental contributor on the front lines, working with Veda’s next generation, human-in-the-loop smart automation, serving some of the largest healthcare brands in the US
- In this role, you will be responsible for ensuring that core client operational day-to-day functions are proactively managed with a heavy emphasis on quality and accuracy aiding in delivering a world class client experience and optimal health
- Customer Operations is the foundation of resourceful and capable analysts to support cross functional teams divided into three functions 1) Performance monitoring, 2) Testing & Quality assurance, and 3) Manual intervention
- As a valued member of the Customer team and Growth department, the Operations Analyst will apply their critical thinking skills and service oriented nature to support a high functioning and dedicated team
- Manual Intervention
- Ensure accurate and timely file processing of customer activities within established client SLA
- Identify and report low impact or high impact issues impacting customer SLAs and escalate appropriately
- Test resolutions to bugs to ensure bugs are working as expected
- Create/Update/monitor Salesforce cases to track all client activities that require manual intervention
- Identify and communicate trends and themes in issues where we have to manually interfere within and across customers
- Attend/lead customer operational meetings to review KPIs, open issues and recommend best practices
- Ensure timely resolution to customer reported issues and proactively communicate file processing delays/issues to clients and internal teams
- Other duties as assigned by Sr. Manager, Customer Operations
- As you develop in the role, you will have the opportunity to train and develop additional skills to contribute to:
- Testing & Quality assurance
- Create and maintain comprehensive test documentation, including test plans, test cases, and test reports
- Responsible for building test cases for regression and change order to ensure adherence to scope
- Continuous delivery of UAT:
- Customer: Bug management and reporting, ensure artifacts are returned successfully, ensure artifacts quality prior to release, raise issues to Engineering as appropriate
- Internal: Process historical rosters, confirm output artifacts and business logic aligns with scope
- Attend/lead customer meetings during implementation to review bugs, open issues and recommend best practices
- Responsible for weekly and monthly quality assurance checks for customer activities
- Other duties as assigned by Sr. Manager, Customer Operations
- Performance Reporting
- Create daily, monthly and quarterly performance reporting metrics that illustrate quantitative business and/or customer success and highlight areas for improvement
- Interpret and analyze data from multiple sources and proactively recommend changes to reports and operational processes
- Monitor file processing SLAs and automation rates and contribute to initiatives that improve global automation rates, Column detection and data accuracy
- Use Dashboards and Operation reports to recommend changes to the business that directly impact short-term and long-term outcomes for the business
- Attend/lead customer meetings to review KPIs
- Other duties as assigned by Sr. Manager, Customer Operations
Our take
Since the No Surprises Act went into effect in January 2022, efficient healthcare data processing and sharing is more essential than ever. However, data is often manually inputted from spreadsheets into various platforms and technology systems, leaving a higher margin for errors and costing up to $1 trillion in annual administrative costs.
Veda Data automates these complex data processes, using purpose-built AI and machine learning tools, effectively cutting down superfluous administrative costs and wasted time across the healthcare industry.
Despite going up against providers such as IBM, UnitedHealth Group/Optum, and Cerner, Veda has established itself as one of the top market providers, supporting some of the country’s largest health insurance companies.
Veda's Oak HC/FT-led funding has allowed it to expand its go-to-market capabilities and customer service teams. The company has taken significant steps toward growth as it works to streamline healthcare administration processes.
Steph
Company Specialist at Welcome to the Jungle
Insights
1% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jul 2021
$45m
SERIES B
Jan 2020
$5m
SERIES A
Total funding: $52.2m
Company benefits
- 100% Paid Health Insurance
- Remote Work Environment
- Generous PTO
- 401(k) Matching
- Stock Options
- Professional Development
Company HQ
Madison, WI
Leadership
Meghan Gaffney
(CEO & Co-Founder)Has worked for numerous political fundraising firms, most notably MGB Development (Principal), The Dover Group (Director of Political Operations), and Holden for Governor. Was the Finance Director for both the Nevada State Democratic Party, Democratic Congressional Campaign Commits (West Region), Hackett for Congress, and Nancy Farmer for US Senate (Deputy).
Dr. Bob Linder
(CTO & Co-Founder)Worked as a Senior Data Scientist at Earthling Interactive. Received their PhD in Physics at Rutgers University, where they also worked as a Graduate Research Assistant. Received their BS in Mathematics & Physics from the University of Wisconsin-Madison, where they worked as a Research Assistant, and did their Postdoc Research in Astrophysics and Machine Learning.
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