Issue Resolution Analyst

Job Summary

Managing complex customer issues in a full-time remote capacity, the Issue Resolution Lead Analyst will research, resolve, and document escalated inquiries while ensuring compliance with regulatory requirements and internal standards.

Key responsibilities

• Manage and resolve assigned customer issue intake queues, ensuring timely and accurate case closure
• Analyze customer issues to identify trends and recommend process improvements for operational effectiveness
• Serve as a technical resource for team members, providing guidance on complex cases and collaborating with cross-functional teams

Required qualifications

• Minimum of three years of healthcare insurance business experience, including two years handling complex Stand-Alone Dental inquiries
• Current knowledge of marketplace operations and customer issue resolution processes
• Strong understanding of federal exchange and state-based marketplace environments
• Proficiency in Microsoft Office applications and internal systems related to IFP and Dental operations
• Ability to manage multiple priorities and adjust to changing business needs in a fast-paced environment