Grievance Analyst

Grievance Analyst

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Position Summary:

Our Customer Experience Champions are empowered to provide each Customer with the best experience possible through clear and timely resolution of the concerns and feedback members share. 

The keys to success for candidates in this mission-critical role include a keen eye for details, passion for serving the unique needs of the Medicare population, critical-thinking, and communication skills.

*Note that this is not a Call Center position

Responsibilities:

• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to de-escalate matters in a calm and professional manner
• Ability to translate and articulate complicated and multi-layered information in to simple messages
• Analytic mind that enjoys putting together clues found throughout a variety of information sources
• Must be able to work independently
• Interest in continuously expanding the scope of your expertise through experience and training activities
• Superior written communication skills
• Advanced comfort level with technology
• Adherence to following internal policy 
• Shift priorities with little advance notice
• Must be able to work collaboratively within a team environment (both within your respective team and 
• across multiple organizational functions

Requirements

• Bachelor's or Associate's Degree in related field from a four-year college or university or alternate “equivalency” of a combination of education and experience is sufficient

• Number of years of experience: 6-12 months successful experience in Grievance Analyst or above 
• Capacity working in a high volume Grievance department supporting Medicare Part D or Medicare 
• Advantage plans
• Resourceful, great at solving unstructured problems with little to no supervision in a fast-paced, high stakes environment.
• Team Player: Demonstrates a strong ability to contribute to the business along with business unit team members and managers; establish collaborative relationships with peers.
• Possess strong interpersonal skills and the ability to establish, develop, and maintain business relationships.
• Excellent written and verbal skills