Analyst, Customer Care Content Management

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Work Schedule Description (e.g. M-F 8am to 5pm)

Remote Work Notification

Hiring Manager : Full Name: First Last

Overview

Navitus Health Solutions is seeking a Customer Care Content Management Analyst (CCCMA) to join our team!

The Customer Care Content Management Analyst (CCCMA) is responsible for creating and supporting the resources and processes within Customer Care for certain lines of business. This position works cross-functionally with a variety of departments to craft and maintain these resources and ensures regular reviews of the content and data integrity. They are responsible for the discovery of information as needed to support Customer Care Specialists for new and existing Navitus clients, products, and/or programs. The CCCMA will implement change as necessary to ensure Customer Care staff consistently meets performance metrics, follows CMS/State/client-specific guidelines, and delivers superior and compliant service to internal and external customers. The CCCMA will remain informed of regulatory requirements and represent Customer Care during audits. They will act as a liaison between Navitus Customer Care and clients as needed. They will assist with system enhancement requests and testing.

Is this you? Find out more below!

Responsibilities

How do I make an impact on my team? 

• Collaborate to make improvements that support client expectations and reduce call volume/handle time
• Maintain a high level of proficiency with the knowledgebase system and apply new functionality to improve how content is organized, updated, and accessed
• Communicate client-specific regulations, guidance, and system changes in collaboration with Customer Care Leadership/Accounts
• Address recommendations to improve compliance to mitigate risk with external clients and governing bodies
• Proactively uncover missing/incorrect processes within Customer Care by preparing for and participating in client delegation audits, trainings, internal audits, etc
• Develop and maintain product documentation and training materials for Customer Care and work closely with training staff to ensure new content is delivered accurately
• Develop and maintain deep subject matter expertise related to Medicare Part D, Medicaid, and/or manufacturer program requirements
• Maintain in-depth knowledge of Navitus’ claims processing software and other applications and reporting tools as applicable
• Test and implement enhancements to Navitus applications for increased adherence to government-/client-mandated processes and improved efficiency
• Other duties as assigned

Qualifications

What our team expects from you?

• Minimum Associates degree or minimum 4 years relevant experience required
• High level knowledge of Customer Care and organizational processes, including demonstrated excellence in a customer service or account management role
• Demonstrated competence in Microsoft Office products
• Experience developing and executing on improvements
• Experience with copay assistance programs, Medicare, and/or Medicaid
• Participate in, adhere to, and support compliance program objectives
• The ability to consistently interact cooperatively and respectfully with other employees

What can you expect from Navitus? 

• Top of the industry benefits for Health, Dental, and Vision insurance
• 20 days paid time off
• 4 weeks paid parental leave
• 9 paid holidays
• 401K company match of up to 5% - No vesting requirement
• Adoption Assistance Program
• Flexible Spending Account
• Educational Assistance Plan and Professional Membership assistance
• Referral Bonus Program – up to $750! 

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