Service Level Analyst

What you’ll do

In a few words…

Abarca is igniting a revolution in healthcare. We built our company on the belief that with smarter technology we are redefining pharmacy benefits, but this is just the beginning…

Our Operational Performance team is #All-In on centralizing data to dive through and study as they work on improving operations at Abarca. The Performance Monitoring team has the metrics tracking down from OKRs to KPIs and proactively manages shortfalls to ensure we continuously set and reach the highest standards. That's why performance is part of their name as they help drive both scalability and efficiency across the board!

As our Service Level Analyst, you will play a critical role in monitoring, analyzing, and reporting on service level agreements (SLAs) to ensure the organization meets its commitments to customers and clients. This role involves data analysis, reporting, and collaboration with various teams to maintain high service quality and customer satisfaction.

The fundamentals for the job…

• Tracks that Performance Guarantees (PG) reports are produced for each customer service. Documents overall compliance of SLAs by client/area.
• Analyze data to identify trends, areas of improvement, and/ or opportunities to enhance service delivery.
• Performs gap analysis to highlight breaches of SLA targets, investigating reasons and recommending improvement actions to PG owners to prevent their recurrence (collaboration with Performance Oversight team). Triggers and collaborates with PG owners on Improvement Action Plan process once criteria are met.
• Monitors PG owners Improvement Action plan completion and results.
• Executes periodic process audits to ensure reporting methodology accuracy.
• Monitor adherence to client service level agreement by reviewing documentation supplied by operations and technology teams.
• Generate regular reports on service performance and SLA adherence.
• Maintain accurate records of SLAs, service metrics, and performance data.
• Ensure documentation is up-to-date and readily accessible.
• Assist in the implementation of service improvement initiatives and projects.
• Provide data-driven insights to support continuous service quality enhancements.
• Identify and report potential risks to SLA attainment.
• Collaborate on strategies to mitigate risks and ensure consistent service quality.
• Provide necessary data and reports needed for the Performance Guarantee committee.

What we expect of you

The bold requirements…

• Bachelor’s or Master’s Degree in Business Administration, Science, or related field (In lieu of a degree, equivalent relevant experience may be considered.)
• 3+ years of experience in experience in contract and vendor management, corporate affairs and/or related fields.
• Experience and solid expertise in project planning, data management, data analysis, and reporting.
• Experience in leveraging excel for reporting and business analytics.
• Excellent oral and written communication skills.
• We are proud to offer a flexible hybrid work model which will require certain on-site workdays (Puerto Rico Location Only)

Nice to have….

• Experience with Experience with the Healthcare, Pharmacy, and Pharmacy Benefit Management industries, Medicare Part D, and CMS regulations.
• Experience with SQL Queries, PowerBi, Microsoft Visio and other visual documentation or analytics tools.

Physical requirements…

• Must be able to access and navigate each department at the organization’s facilities.
• Sedentary work that primarily involves sitting/standing.

At Abarca we value and celebrate diversity. Diversity, equity, inclusion, and belonging are guiding principles of Abarca and ensure Abarca’s workforce reflects the communities it serves. We are proud to provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Abarca Health LLC is an equal employment opportunity employer and participates in E-Verify. “Applicant must be a United States’ citizen. Abarca Health LLC does not sponsor employment visas at this time”

The above description is not intended to limit the scope of the job or to exclude other duties not mentioned. It is not a final set of specifications for the position. It’s simply meant to give readers an idea of what the role entails.