Client Experience Manager

Summary

Join Rialtic's Client Experience team as a Client Experience Analyst and shape how the business reports, understands, and acts on client results, requests, and feedback. You will identify and satisfy data needs, ensure data quality and integrity, and assist in creating impactful reporting. Collaborate with operational and technical teams to focus on client data needs and operational processes. The objective is to ensure the Client Experience team delivers value to clients through enhanced reports and efficient processes. This role involves working with healthcare claims data, developing reports, ensuring data quality, and supporting client inquiries. You will also contribute to technical support processes and user onboarding. The position requires a Bachelor's degree or relevant experience and strong analytical skills.

Requirements

• Bachelor’s degree or relevant experience
• Possess analytical strength and curiosity to make observations, understand questions and explain answers in and about data sets and data processes for healthcare claims
• Hands-on skills of defining and handling data, planning and managing ETL processes and outputs, and resolving anomalies
• Demonstrated familiarity with SQL for data creation, amendments and maintenance
• Experience utilizing a business intelligence visualization tool such as Tableau, Power BI
• Advanced Excel skills (pivots, lookups, Analysis ToolPak functions)
• High attention to detail and ability to create scalable solutions in data environments as it relates to healthcare data and review client deliverables for accuracy
• An in-depth understanding of upstream and downstream impacts data, product, and business impact
• Self-starter and must thrive in a collaborative cross-functional team environment while being process focused, and able to manage projects
• Ability to work with a range of individuals, manage multiple requests with fast turn-around deadlines

Responsibilities

• Work with the Client Experience and Client Success teams to Identify actionable insights from healthcare claims data and results
• Develop standard and customizable reports to meet client requirements, including reports on: Impacts of policy customizations or modifications, Claim impact for retroactive requests, Comparing actual results to expected or projected results, Trends by program, line of business, policy, providers, etc
• Ensure the end-to-end quality and integrity of data processes and resulting data sets, including traceability to data systems and sources of truth
• Own the creation, sharing and updating of key program documentation from documenting business needs, through data definitions, to ETL and joining procedures and preparation for reporting
• Efficiently and effectively perform and document Quality Checks and Data Monitoring, proactively identify and address process enhancements and support data linkages required for dashboarding and visualization
• Support Client Experience and Client Success in understanding of data to ensure clear, concise communication is ultimately delivered to the client
• Help guide technical partners on the development of potential solutions for Client Experience data processes implementation
• Exercise initiative and diligence in process and points along the data journey to identify root causes of issues, develop and implement solutions
• Be comfortable supporting high volume, always-on data flows with hands-on support to troubleshoot, identify root causes and implement fixes for unexpected issues
• Become an expert on the Rialtic platform and application to support user onboarding, client inquiries, in-application configuration changes, and all client deliverables
• Contribute to client inquiries and technical support processes by logging, tracking, and triaging incoming requests
• Support policy review and implementation by making configuration changes within the Rialtic application
• Support user onboarding including user account setup, management of access/permissions, and security
• Other tasks as assigned, related to ongoing data, reporting, deliverables, and analysis projects

Preferred Qualifications

• Min 3 years Experience with SQL
• Min 3 years of using Tableau and Tableau Prep (or Power BI) for data preparation, data joins & creating and delivering reporting ready digital reporting
• Understanding data, it’s impact on downstream processes, and experience working with technical teams to plan, execute, troubleshoot and resolve data-related queries
• Experience working with surveys and back-end enterprise tools
• Passion for Client Experience (CX) and helping organizations use data to achieve goals
• Experience in Python and/or other data scripting languages

Benefits

• Freedom to work from wherever you work best in the US and a home office stipend to make it happen
• Meaningful equity and 401k matching
• Unlimited PTO, comprehensive health plans, and wellness reimbursements
• Comprehensive health plans with generous contributions to premiums
• Mental and physical wellness support through TalkSpace, Teladoc and One Medical subscriptions