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Operations Analyst

Job Summary

The Operations Analyst (MMC Operations Associate) performs operational tasks required by GRG Medical Monitoring and Consulting programs. This includes daily performance of tasks associated with appointment management, claims processing, systems administration and testing, reporting, and provider call center staffing.

Responsibilities and Duties

  • Medical Appointment Management – Partners with our medical provider network to administer appointments.   Tasks would include the education of provider locations to enable them to implement program requirements.  Subsequent to provider onboarding, associates will ensure efficient appointment administration.
  • Claims Administration – Accurately and efficiently performs claim intake, adjudication, payment, and generation of provider and class member correspondence (e.g., explanation of payment and explanation of benefits).  

  • Program Liaison – Liaison with GRG’s Claimant Service Center – Serves as a liaison to the Call Center to support coordination of program administration.

  • Inquiries – Responds to class member inquiries in a timely, effective, and accurate manner. 

  • Document Management – Manages document storage and maintenance for all operational activities.

  • Provider Services Phone Line – Manages the incoming calls for the Provider Services Phone Line efficiently and fulfills all phone queue support obligations.

  • Claims Software Application – Serves as subject matter expert for all claims-related software applications.

  • Claims/Financial Reporting and Appointment Reporting – Generates required program reports accurately and on-time. 

  • Software User Acceptance Testing – Participates in user acceptance testing under the direction of the MMC Operations Manager.

Core Competencies

  • Customer Focus – Provides customer satisfaction with diverse populations of internal and external customers, to include GRG employees, health care providers, claimants, and legal representatives.  Enjoys helping/serving others.
  • Productive – Able to remain focused and to perform large quantities of work accurately, though tasks may be repetitive at times.
  • Documentation Skills – Able to accurately document the current issue and subsequent actions. 
  • Timeliness – Can meet tight deadlines while not sacrificing quality.
  • Detail-oriented/Analytical – Performs work accurately and notices trends or deviations in data.  Capable of analyzing and managing large volumes of data.
  • Organized – Able to manage large volumes of data (claim forms, inquiries, emails) timely and accurately.
  • Accountability – Takes personal accountability for actions.  Can apply broadly articulated principles to specific situations while possessing the judgment to escalate issues to management when necessary.
  •  Integrity – Engenders trust at all levels.
  • Teamwork and Collaboration – Contributes to team success by working closely and collaboratively with teammates and across organizational boundaries.


  • Bachelor’s degree and/or equivalent work experience.  Desired experience includes work in a healthcare setting, claims administration/processing, and/or program administration. 
  • Prior work experience in call center, healthcare organization, health insurance, employee benefits, or medical claims a plus. 
  • Proficient in Microsoft Outlook, Word, Power Point, and Excel required.  Proficiency  with SharePoint, Project, and/or Salesforce is a plus. 
  • Experience performing software user acceptance testing is a plus.
  • Effective communication skills – written, oral, and listening.
  • Possesses critical thinking and time management skills; strong work ethic; and the ability and willingness to learn and adapt.
  • Day consists of frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, navigating several computer applications, and long periods working at a computer.
  • Will work in a service center environment with moderate noise level.
  • Resilient; able to adapt to a fast-paced, high-stress environment
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