Client Liaison Analyst

About the position

The Client Liaison Analyst (CLA) role is pivotal in driving the strategic standardization and customization of Client Information Forms (CIFs) while ensuring seamless integration with Compass. This role is designed to address the increasing complexity of CIFs and the integration challenges posed by Knowledge Management Systems. The Analyst will lead efforts to create and implement standardized CIF language, manage client-specific customizations, and provide strategic oversight for Compass integration. They will act as a bridge between client liaison teams, Account Management, and Care Operations, ensuring that CIFs are maintained with consistency, accuracy, and compliance. The Analyst will also provide consultative guidance to Client Liaison Coordinators (CLCs), fostering a higher level of strategic thinking and operational efficiency within the team. This role requires a strong focus on process optimization, cross-functional collaboration, and the ability to drive creative solutions to meet client-specific needs and challenges.

Responsibilities
? Drive the development and implementation of standardized CIF language, ensuring consistency across all business lines while managing client-specific customizations.
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? Develop CIF process controls that define where standard language should apply versus where custom client rules are needed.
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? Collaborate with Client Liaison Coordinators (CLCs) to ensure accurate and consistent CIF updates.
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? Create and maintain a centralized CIF language repository to ensure standardization and reduce redundancy.
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? Guide the transition of CIFs into Compass, ensuring business rules align with system capabilities and minimizing data inconsistencies.
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? Work closely with internal teams to identify system gaps and propose enhancements that improve CIF maintenance and accessibility within Compass.
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? Provide expertise in CIF data structure and formatting to optimize integration with the Compass CRM.
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? Serve as a liaison between Client Operations, Care Operations, and IT to ensure Compass-related CIF updates align with system design and user experience needs.
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? Refine and enhance call pull processes, ensuring that CIF-related insights are accurately captured and used to drive quality improvements in agent interactions.
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? Identify trends in CIF-related service errors and work with Care Operations to implement corrective actions.
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? Partner with Quality Assurance teams to audit CIF adherence and ensure CIFs are written in a way that supports clear, effective agent interactions.
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? Develop CIF performance metrics to measure effectiveness, accuracy, and impact on member experience.
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? Work closely with new client implementations by ensuring CIFs are structured correctly from the outset.
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? Act as a subject matter expert during new client onboarding, helping to define and document CIF requirements in alignment with standard business rules.
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? Facilitate training sessions for CLCs on CIF updates and best practices related to new implementations.

Requirements
? 2 years of experience in healthcare, pharmacy benefit management (PBM) operations, or related experience.
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? Proficiency in Microsoft Office programs including Excel, Word, and PowerPoint.

Nice-to-haves
? Strong communications skills (oral and written).
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? Prior experience in healthcare, pharmacy benefit management (PBM) operations, and/or Medicare/Clinical Services.
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? Strong knowledge of Client Information Forms (CIF) structures, plan design nuances, and PBM client requirements.
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? Experience with CRM systems (Compass), including data integration and process optimization.
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? Proven ability to manage and prioritize multiple projects simultaneously and meet deadlines.
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? Strong analytical skills with experience in data analysis, process improvement, and CIF standardization.
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? Excellent communication skills, with the ability to translate complex client requirements into clear, actionable CIF updates.
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? Self-directed with a demonstrated ability to work independently and in a matrixed organization.
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? Experience in coaching, training, or onboarding, with a focus on consultative guidance and strategic thinking.
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? Motivation, innovation, and flexibility to adapt to evolving business needs and challenges.
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? Bachelor's Degree or relevant work experience.

Benefits
? Full range of medical, dental, and vision benefits.
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? 401(k) retirement savings plan.
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? Employee Stock Purchase Plan.
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? Fully-paid term life insurance plan.
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? Short-term and long-term disability benefits.
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? Numerous well-being programs.
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? Education assistance.
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? Free development courses.
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? CVS store discount.
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? Discount programs with participating partners.
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? Paid Time Off (PTO) or vacation pay.
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? Paid holidays throughout the calendar year.

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