Service Level Analyst - Temp in San Juan, Puerto Rico at Abarca Health

What you’ll do

In a few words… Abarca is igniting a revolution in healthcare. We built our company on the belief that with smarter technology we are redefining pharmacy benefits, but this is just the beginning…

As a Service Level Analyst, you will monitor, analyze, validate, and communicate performance against contractual and operational commitments. You will work collaboratively with business areas, Performance Guarantee owners, account teams, and leaders to understand performance, investigate potential issues, and support timely corrective action.

Success requires intellectual curiosity, initiative, sound judgment, confident communication, and a willingness to learn unfamiliar business processes, reports, calculations, and PBM services. You will be expected to ask thoughtful questions, use evidence to support conclusions, raise risks constructively, and contribute ideas that improve how the team works.

The fundamentals for the job…

• Monitor and document compliance with agreements & Performance Guarantees, ensuring reports are completed accurately.
• Analyze performance data to identify trends, near misses, inefficiencies, recurring issues, data-quality concerns, potential calculation errors, and opportunities to improve service delivery.
• Investigate actual or potential performance shortfalls by reviewing supporting evidence, reporting methodologies, and contractual requirements.
• Learn unfamiliar reports, metrics, services, and business processes by asking thoughtful questions, seeking context, and independently researching how performance is calculated and reported.
• Perform gap and root-cause analyses and communicate issues, evidence, business impact, open questions, and recommended actions clearly and constructively.
• Proactively collaborate with PG owners, business areas, account teams, and leaders to validate results, resolve discrepancies, &^ assist with mitigating risks.
• Trigger and support Improvement Action Plans and monitor action owners, milestones, completion, and effectiveness.
• Maintain accurate, current, accessible, and audit-ready documentation of service commitments, metrics, methodologies, results, risks, decisions, and supporting evidence.
• Identify opportunities to strengthen controls, standardize processes, automate manual work, enhance reporting, and provide earlier visibility into potential performance failures.
• Use company-approved AI and automation tools responsibly to improve analysis, documentation, reporting, knowledge sharing, and team efficiency.
• Contribute to team procedures, runbooks, guides, templates, training materials, dashboards, and other reusable resources.
• Demonstrate ownership, curiosity, initiative, professional confidence, sound judgment, continuous learning, and consistent follow-through.

What we expect of you

The bold requirements…

• Bachelor’s degree in Business Administration, Data Analytics, Science, Healthcare Administration, Information Systems, or a related field. In lieu of a degree, equivalent relevant education and experience may be considered.
• 3+ years of relevant professional experience in business analysis, operational performance, contract administration, vendor management, healthcare operations, reporting, or a related field.
• Experience with root-cause analysis, data validation, report reconciliation, process audits, or continuous improvement.
• Experience reviewing Client Agreements, Performance Guarantees, contracts, operational metrics, or compliance reports.
• Experience analyzing data, identifying trends & discrepancies, validating information, and communicating conclusions.
• Experience with data management, reporting, process improvement, or related analytical activities.
• Proficiency in Microsoft Excel for data analysis, reconciliation, reporting, and business insights.
• Ability to learn unfamiliar reports, calculations, systems, business processes, and industry concepts.
• Demonstrated curiosity, initiative, critical thinking, attention to detail, ownership, and follow-through.
• Ability to ask thoughtful questions, investigate potential issues, gather evidence, and raise concerns constructively.
• Strong collaboration skills with confidence to communicate findings, risks, & recommendations to business leaders.
• Excellent oral and written communication skills.
• We are proud to offer a flexible hybrid work model which will require certain on-site work-days (Puerto Rico Location Only)
• This position requires availability to work in a specified time zone or working schedule, accommodating the business needs of our clients and team members.
• This position may require availability for on-call hours, including evenings, weekends, and holidays, to promptly address emergent issues or provide necessary support as dictated by operational demands (if applicable).

Nice to haves...

• Experience related to Healthcare, Pharmacy, and Pharmacy Benefit Management industries, Medicare Part D, and CMS requirements.
• Experience with SQL, PowerBI, Power Query, SharePoint, Power Automate, Microsoft Copilot, or similar tools.

Physical Requirements

• Must be able to access and navigate each department at the organization’s facilities.
• Sedentary work that primarily involves sitting/standing.

At Abarca we value and celebrate diversity. Diversity, equity, inclusion, and belonging are guiding principles of Abarca and ensure Abarca’s workforce reflects the communities it serves. We are proud to provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Abarca Health LLC is an equal employment opportunity employer and participates in E-Verify. Abarca Health LLC does not sponsor employment visas at this time.

The above description is not intended to limit the scope of the job or to exclude other duties not mentioned. It is not a final set of specifications for the position. It’s simply meant to give readers an idea of what the role entails.