Knowledge Content Analyst

The Knowledge Content Analyst supports the delivery of high-quality client and member experiences from Day 1 throughout the lifecycle of the client relationship. They are responsible for participating in the sourcing, analyzing, and maintaining of client and client partner benefits content and data. This person will also partner closely with internal teams and apply knowledge of applications, benefits content, and internal processes to get to root cause and resolve support tickets.

Develop subject matter expertise and perform activities related to one or more content focus areas, such as:

· Customers and Vendor Partners

· Carriers and Third-Party Administrators (TPAs)

· Pharmacy Benefit Managers (PBMs)

· Benefits and Data Configuration

· Quality Assurance and Validation

• With the guidance and support deliver a best-in-class knowledge content experience:

· Support the development of collaborative relationships with clients, client partners, and internal stakeholders

· Participate in discussions on an integrated delivery model between Transcarent and clients/client partners resulting in agreed integration details, artifacts, and process

· Work cross-functionally to ensure internal teams have the information needed to provide high-quality service

· Complete and deliver implementation artifacts on time with high quality for new client launches, expansions, and renewals

· Help identify gaps, propose solutions, and support resolution of gaps

· Ensure content is consistent with Transcarent tools and style guides

· Manage, maintain/build, and/or review internal and client-facing content for new client implementations on an ongoing basis

· Triage, respond to, and resolve client tickets (CFQs) in a timely manner

· Provide regular status reports on progress, share areas of risk/concern, and deliver quality results within time constraints

• Provide feedback to development teams on internal tools and applications

• Openly share knowledge and expertise with the team including recommendations for continuous team improvement

• Participate in cross-functional initiatives as required, including but not limited to providing support across other client onboarding teams

What we are looking for…

• Equivalent of a bachelor’s degree and/or 3-5+ years progressive experience in a related industry (for a PBM focused role, PBM experience is required)

• Strong and broad knowledge of the health care industry – understanding of benefit content, practices, and processing; ability to navigate/understand and explain health plan and benefit documentation

• Experience in healthcare content/knowledge management with the ability to simplify industry jargon and complex benefits

• Experience with Quality Assurance processes and content management/document management tools

• Strong written and verbal communication skills with proven ability to work independently, as well as across functions at multiple levels – internally and externally

• Strong technical aptitude – working knowledge and experience with MS Office suite, plus the ability to learn new tools, as necessary

• Ability to perform well under pressure, adapt to change, and meet deadlines in a fast-paced, dynamic, evolving environment

• Detail-oriented, inquisitive, problem-solving in nature; good critical thinking and conflict resolution skills

• Proven ability to roll up your sleeves and make a contribution quickly