Business Analyst - Remote

About The Company

Reflect Health is the evolution of S&S Health, a trusted independent third-party administrator founded in 1994. Headquartered in Mason, Ohio, the company has established a strong reputation for innovation, service excellence, and a comprehensive understanding of healthcare benefits administration. Reflect Health serves a diverse client base across all 50 states, including employers, third-party administrators (TPAs), health systems, and benefit consultants. The organization has developed proprietary claims technology, expanded its offerings to include level-funded and fully funded programs, and consistently delivers tangible savings and enhanced experiences for millions of members. With a focus on driving better health outcomes at lower costs, Reflect Health is committed to leveraging technology and operational excellence to meet the evolving needs of its clients and partners.

About The Role

We are seeking a dedicated Business Analyst to join our Production Support team. This role plays a critical part in managing day-to-day operational issues related to client tickets, ensuring efficient investigation, coordination, and resolution within established service levels. The Business Analyst will serve as a key point of contact for internal teams, clients, and vendors, providing proactive communication and accountability to uphold high standards of service quality. Beyond immediate ticket resolution, the role involves analyzing recurring issues, monitoring service performance metrics, and recommending process improvements to enhance operational efficiency. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and experience managing client relationships and technical workflows within a healthcare or benefits administration environment.

Qualifications

• Bachelor’s degree in business, communications, or a related field, or equivalent practical experience
• 3-5+ years of experience in business analysis, client services, service delivery, or production support
• Experience working with Third-Party Administrator platforms and vendor integrations preferred
• Proficiency in managing tickets, work queues, or client relationships
• Strong analytical and problem-solving skills with the ability to investigate issues and identify trends
• Excellent organizational skills with the ability to manage multiple priorities and meet deadlines
• Effective written and verbal communication skills for engaging with clients and internal stakeholders
• Technical proficiency with Microsoft Excel, PowerPoint, and work management tools such as Jira, Zendesk, Salesforce, or similar platforms

Responsibilities

• Manage assigned client tickets from intake through resolution, including reviewing, triaging, prioritizing, routing, and tracking requests based on urgency, complexity, and service level agreements (SLAs)
• Investigate operational issues, determine appropriate resolution pathways, and coordinate with internal teams and external vendors when multiple dependencies are involved
• Ensure all tickets contain accurate status updates, action items, responsible owners, expected completion dates, and resolution details before closure
• Monitor SLA performance, ticket aging, backlog, and escalate risks proactively to leadership and relevant functional teams
• Serve as the operational point of contact across business areas, managing dependencies, blockers, and follow-up activities to ensure timely resolution of client-impacting issues
• Provide Account Managers and clients with timely, accurate updates on operational issues and participate in client meetings as needed
• Maintain a strong service mindset by ensuring commitments and action items are clearly assigned, tracked, and completed
• Identify recurring issues, analyze trends, and recommend process improvements to reduce ticket volume and rework
• Support the tracking and reporting of operational metrics, resolution trends, and service performance for management review and client discussions
• Collaborate with teams to implement continuous improvements that enhance service delivery, reduce systemic issues, and improve overall client satisfaction

Benefits

• Competitive salary package commensurate with experience
• Health, dental, and vision insurance plans
• Paid time off and holiday leave
• Opportunities for professional development and career growth
• Work in a collaborative and innovative environment
• Comprehensive benefits package including wellness programs

Equal Opportunity

Reflect Health is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or any other protected status under applicable law. All qualified applicants will receive consideration for employment without regard to these factors. We value the unique perspectives and experiences of all employees and are dedicated to fostering a respectful and supportive work environment.