Operations Business Analyst

Department AudioNet America
Job Locations US-FL-Jacksonville
Job ID



Birdsong Hearing Benefits™ LLC, is a hearing benefits manager that views hearing care as total care. We provide Medicare Advantage, including all lines of business in government programs, along with commercial solutions for the most under-utilized supplemental benefit: Hearing.
We are looking for dedicated, talented, and passionate individuals who want to join us in helping people awaken to the full sound of life. We are driven by the following values:
- People focused, realizing it is all about our consumers and each other.
- Collaborative with a strong team spirit, happy to work together to achieve greater results.
- Intuitive and creative, generating ideas and solutions to transform the hearing care ecosystem.
- Full of grit, wanting to work hard to achieve success.
- A growth mentality, eager to adapt and be flexible in an ever-changing environment




The Operations Business Analyst is responsible for providing process and operational support to the functions within Operations. Responsible for performance reporting, EDI transactions, analysis, audits, and supporting development of control programs to support continuous quality and process improvement using applicable tools.




  • Identify and resolve operational problems using defined processes, judgement, and expertise

  • Investigate claim processing, EDI transactions, and/or customer service issues as identified, and communicate resolution to customers

  • Provide feedback to team members regarding process improvement opportunities

  • Triage inquiries and requests received by Provider Operations & account management teams

  • Prepares issues, trending, and reporting by collecting, analyzing, and summarizing complex data and metrics; present/explain findings and suggest enhancements and improvements

  • Manage issues from receipt to resolution

  • Review operational processes to determine gaps and inefficiencies; raise issues to Operations Manager and/or respective Director

  • Assist operational leadership with requirement gathering sessions for business issue management, and the SIO when pursuing new initiatives and/or engaging in new projects that require support from operations, etc.

  • Provide expertise and customer service support to business, members, customers and/or providers

  • Serve as the liaison to a complex customer base to manage first level response and resolution of escalated issues with internal and external customers





Requirements and Must Have Criteria


  • High School Diploma/GED (or higher)

  • 10+ years of health care experience with concentration in claims data/processing

  • 5+ years of work experience in a corporate setting

  • Experience in business process/workflow analysis with a concentration in process improvement

  • Ability to communicate analysis including trends and opportunities to clients and the business in writing and verbally

  • Intermediate proficiency working with MS Excel, Power BI, or other equivalent data visualization tools, including but not limited to formulas, trending, charts, graphs, etc.


Other Personal Characteristics and Experience

  • Six Sigma/Lean Certification Preferred

  • 2+ years of experience with project methodology (requirements, design, development, test and implementation)

  • Requirements Gathering and Documenting experience

  • Ability to problem solve issues, including multiple priorities and research conflicting and/or inaccurate data

  • Solid customer orientation, communication (written/verbal) and presentation skills

  • Solid analytical mindset and problem-solving skills

  • Excellent communication, time management, and organizational skills


  • High School Diploma/GED (or higher); Bachelor’s degree preferred



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