Associate Solution Analyst

About the role/team:

The Associate Solution Analyst is a key member of the Client Support Services team, dedicated to serving our Mid-Market clients while also supporting other client segments as business needs arise. This role is responsible for managing the day-to-day transactional service needs, ensuring timely and accurate resolution of inquiries and standard requests. You will act as a reliable and knowledgeable point of contact, building client trust through efficient execution. This position is designed to provide a clear career path to the Solution Analyst role by building advanced product knowledge and handling moderately complex client scenarios, ultimately creating additional bandwidth for Solution Analysts to focus on strategic project work.

How you will make an impact:

• Serve as the primary contact for a portfolio of Mid-Market clients for their day-to-day and transactional needs via phone, email, and other system tools.

• Efficiently manage and process high-volume, transactional casework, including standard reporting requests, enrollment processing, funding inquiries, and basic system updates.

• Troubleshoot and resolve common to moderately complex client issues, demonstrating a high degree of accuracy and adherence to service level agreements.

• Develop a deep knowledge of the systems and processes most frequently used by Mid-Market clients.

• Identify recurring client issues or service trends and escalate them to the Solution Analyst or team leadership for strategic resolution.

• Assist Solution Analysts with data gathering and preparation for client projects and business reviews.

• Formally document all client communications in company systems to ensure a clear and continuous history of service is maintained.

• Collaborate closely with Solution Analysts to ensure a seamless service experience for the client, participating in account-specific knowledge sharing.

• Actively participate in training, coaching, and mentoring sessions to build the advanced skills required for the Solution Analyst role.

• Adhere strictly to all security policies and maintain patient privacy according to HIPAA guidelines.

• Accountable to both team and individual metrics, with a focus on efficiency and quality of service.

Experience you will bring:

• You possess the strong customer service and communication skills to be the friendly, professional voice for our clients.

• You excel at organization and time management, capable of prioritizing and managing a high volume of tasks without sacrificing quality.

• You are a developing problem-solver, comfortable investigating issues and learning the complexities of benefits administration.

• You are eager to learn and grow, with a demonstrated desire to master new systems and processes to advance your career.

• You are a strong team player who knows when to handle an issue and when to escalate for support.

• You have a keen eye for detail and are committed to accuracy in your work.

• You are adaptable and can thrive in a fast-paced environment, maintaining focus on detail-oriented tasks.