Senior Business Analyst
Washington Dental Service - Seattle, WA

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  • Leads the analysis of enrollment and eligibility processes needed for day to day operations
  • Facilitates problem resolution for complex group administration issues surrounding group enrollment and eligibility
  • Serve as primary technical eligibility contact for external customers and facilitates the resolution of electronic eligibility issues
  • Facilitates work with vendor(s), internal, and external department personnel to accomplish project or support goals required in delivering on commitments (projects, analysis or support functions) made to the user(s), the department(s) or the organization.
  • Acts as primary liaison on business requirements for internal and external customers

  • Good communication skills, both verbal and written.
  • Driven to improve processes and applications.
  • Good problem solving skills.
  • Ability to work on multiple small and large projects at the same time. Ability to multi-task in a team environment and effectively prioritize is critical.
  • Detail oriented and highly analytical.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Supports group enrollment processes for all stakeholders, ensuring efficient processing of all census data. Works with Group Administration and external stakeholders to troubleshoot issues regarding periodic census updating. Accountable for communicating status to appropriate internal and external stakeholders.
  • Serve as a primary contact for external issues related to resolution of Group Administration and related Group Setup issues. Involves appropriate stakeholders in resolution and ongoing monitoring to ensure problem is resolved.
  • Provide regular and on-going support and communication with Sales Account Coordinators and Group Administration Representatives.
  • Train and maintain Group Support Business Analyst and backup personnel
  • Provide ongoing customer support for the reports, including diagnosing, resolving and testing customer questions and issues related to report generation
  • Collects information from Account Coordinators, Groups, Brokers, Group Administration Representatives and other stakeholders to facilitate problem resolution

  • Serve as primary technical eligibility contact for external customers and facilitates the resolution of electronic eligibility issues
  • Serve as primary 834/FTP contact for external groups. Coordinates initial set up, implementation and testing with internal and external groups.
  • Participate as the primary Group Administration representative on the New Group Implementation Team
  • Coordinate with IT to provide feedback and design update suggestions
  • Document all processes and business rules for future reference/problem solving

Project Support
  • Partner with the PMO to effectively estimate, prioritize, design, and document projects touching processes with Group Administration.
  • Partner with the Testers or Test Team to help in identification of test cases or testing scenarios.
  • Serve as a subject matter expert

Process Improvement
  • Perform analysis of reporting data marts, external feedback, and operating metrics to evaluate the effectiveness of current processes and identify potential process improvements
  • Serve as the primary “change agent” for process redesign in Group Administration
  • Design and document processes or workflows to supplement project or process documentation.
  • Provide consultative expertise for business problems, including root cause analysis of recurring problems

  • Backup for daily reporting, data marts, and high-level status reporting


This job has no supervisory responsibilities. This job will be responsible for the facilitation and success of various groups and committees.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

4 to 8 years Analysis/Project experience working with both external and internal resources on varying scale projects and corporate deliveries.
· Experience working with users, departments and organizations in assessing and helping to define issues. Ability to generate an attainable solution (proposal and plan) for the issue to meet or exceed the expectation of the user(s), department(s) and organization.
· Ability to multi-task.
· Strong troubleshooting and diagnostic skills.
· Ability to understand both the technical and business side of issues and help in communicating both perspectives.
· Strong interpersonal skills including strong verbal, written communication skills and excellent listening skills. Ability to interact with individuals on all organizational levels.
· Ability to work with many productivity tools (MS Visio, PowerPoint, Word, Excel, etc…).
Ability to read, analyze, and interpret documents such as: general business reports, professional journals, technical procedures, project plans, business requirements, business plans/cases and safety rules, operating and maintenance instructions, documentation, procedure manuals, and governmental regulations.
· Ability to write reports, statuses, reviews, documentation, requirements, business correspondence, and procedure manuals.
· Ability to speak effectively before groups, customers, vendors, managers, senior management or representatives of a visiting organization.
· Ability to effectively present information and respond to questions from all WDS stakeholders (internal and external), including users, managers, senior management, clients, customers, and the general public.
· Ability to effectively facilitate and negotiate agreements.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.
· Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
· Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
· Ability to produce metrics to explain questions that arise on work and progress of work being performed on a project, by the department, by a vendor and other key contributors that this individual has direct or indirect responsibility for.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
· Ability to define problems, collect data, establish facts, and draw valid conclusions.
· Ability to deal with problems both in a concrete and philosophical format and derive solutions and suggest what can be standardized and obtainable.
· Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
· Ability to interpret an extensive variety of technical information.
· Ability to exercise judgment to reflect company policies.
· Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel. The employee is occasionally required to stand and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.