Your Role

The Digital, Customer Experience and Operations Analytics team is responsible for accelerating data driven value-based solutions that drive out expense, generate growth while elevating experience for members, providers and brokers. The Principal Enterprise Operations Rapid Response Analyst reports into the Senior Director of Digital, Customer Experience and Operations Analytics and will directly support the VP, Enterprise Rapid Response and the VP, Transformation. The Enterprise Rapid Response group plans and executes urgent, high-impacting initiatives that relate to Blue Shield of CA's prime strategies. In this role you will provide analytic support which includes helping to define the business problem, developing analytic frameworks and producing analytically driven insights.

Your Work

In this role, you will:

• Analyze structured and unstructured data to solve different business problems which can include uncovering pain points, establishing causality/identify the root causes, recommending, and sizing improvements for prioritization
• Build complex data sets linking data to enable analytics
• Using statistics, text mining, topic modeling, predictive modeling to answer business questions and generate insights/outcomes that relate to solving business problems
• Demonstrate knowledge of current and best-in-class contact center data sources and tools/technology
• Develop reports and dashboards to empower stakeholder decision making

Your Knowledge and Experience

• Requires a Master's degree, or a BA/BS in Mathematics, Economics, Business Analysis, Statistics, Engineering, or similar, with demonstrated equivalent work experience
• Requires SAS Certified Base Programmer Credential or equivalent and SAS Certified Advanced Programmer Credential or equivalent
• Requires at least 10 years of prior relevant experience
• Prefers at least 5 years of experience in Health Care (managed care, academic, or gov't payer); Insurance claims, billing, and appeals knowledge a plus.
• Requires at least 5 years working with complex large-scale data sets
• Requires at least 5 years of Operations knowledge, which may include contact center knowledge - processes, journeys, tools, and cloud-based platforms (e.g., Nuance, Avaya/Genesys cloud, Five9, AWS, Verint/NICE, Pega, ChatGPT, chatbots)
• Superior conceptualization and problem-solving skills
• Advanced proficiency in statistics, regression techniques and text mining; ML is a plus
• Advanced User of SQL, SAS, Python
• Mastery of Excel and Tableau, or similar, reporting and visualization packages

Pay Range:

The pay range for this role is: $ 145200.00 to $ 217800.00 for California.

Note:

Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.