Client Service Solutions Analyst at Avalon Administrative Services LLC – Tampa, Florida

Avalon Healthcare Solutions is the world's first and only Lab Insights company, bringing together our proven Lab Benefit Management solutions, lab science expertise, digitized lab values, and proprietary analytics to help healthcare insurers proactively inform appropriate care, reduce costs, and improve clinical outcomes. Working with health plans nationwide, the company covers over 44+ million lives and delivers 10-20% proven outpatient lab benefit savings. Avalon is pioneering a new era of value-driven care with its Lab Insights Program that captures, digitizes, and analyzes lab results in real-time to provide actionable insights for earlier disease detection, ensuring appropriate treatment protocols and driving down overall costs.

Avalon is a portfolio company of Francisco Partners, a global private equity firm that specializes in investments in technology and technology-enabled service companies. Avalon is a high growth company where every associate has an opportunity to make a difference.

Avalon has years of expertise in managing lab benefits and now is leveraging digitized lab results to drive quality clinical outcomes and proven savings. When you look at how we bring this to life, we offer Lab Insights solutions that work together to arm you with critical lab-driven insights to accelerate your value-driven care success. This is the first-of-its-kind suite of solutions to help you achieve the Triple Aim of improving the patient experience of care, improving the health of populations, and reducing the per-member cost of healthcare.

You will be part of a team that shapes a new market and business. Most importantly, you will help Avalon to achieve its mission and improve clinical outcomes and health care affordability for the people we serve.

For more information about Avalon, please visit www.avalonhcs.com.

About the Client Service Solutions Analyst position:

The Client Service Solutions Analyst is a member of the Operations team responsible for supporting the Client Service Delivery, Account Management teams and Health plans. As a pivotal part of our team, the Client Service Solutions Analyst will ensure that our Client Delivery operations teams excel in meeting client needs and expectations, driving customer satisfaction through managing various day-to-day operational activities. This position is accountable for supporting and monitoring program delivery for clients working cross-functionally with all Avalon operational areas. The Client Solutions Analyst will report to the Director, Client Service Support.

This position is eligible for remote work, but regular business travel will be required, including Avalon's corporate office located in Tampa, Florida.

Client Service Solutions Analyst – Essential Functions and Responsibilities:

• Support the Client Service Delivery and Account Management teams in day-day operations and client communications.
• Assist Client Service Delivery team with client inquiries, updates and reporting.
• Liaison and escalation point for internal Client Service Operation Teams.
• Writes detailed business functional requirements documents as needed.
• Maintain and organize detailed information on JIRA tickets to ensure appropriate and comprehensive responses are returned to the clients timely.
• Generating client impact reports and ad hoc reporting for Leadership.
• Analyze customer data to identify trends, prepare reports, and make recommendations to improve customer experience.
• Identify process gaps or inefficiencies across operational workflows within the team’s scope

Client Service Solutions Analyst – Minimum Qualifications:

• Knowledge of the healthcare industry, payers, and regulations required
• Demonstrated health plan business acumen skills
• Strong organizational skills and ability to prioritize and manage multiple projects
• Ability to apply systems thinking to evaluate and improve workflows and procedures
• Solid analytical skills with the ability to generate reports
• Ability to work cross-functionally to proactively communicate and to resolve issues timely
• Understand and experience working with Diagnosis and Procedure codes
• Outstanding written and verbal communication skills
• Proficient computer skills (Excel, Word, PowerPoint, JIRA,)
• Proactive problem-solving skills with the ability to analyze complex systems
• Logical, analytical mindset with a keen eye for details and accuracy
• Team oriented with a customer service focus.
• Proven ability to work in a past paced, multi-taking environment.

Client Service Solutions Analyst – Preferred Qualifications:

• Knowledge of reference laboratory business, and processes strongly desired
• Experience working with Commercial, Medicare and Medicaid programs
• Experience with API testing tools and claim editing systems
• Experience with facilitating educational webinars