JOB DESCRIPTION – LEAD BUSINESS ANALYST

Position Summary:
The Lead Business Analyst role is responsible for the development of functional and non-functional business requirements by working closely with our clients and Trionfo team members to understand business strategy and translate into platform requirements. This individual has SaaS technology implementation background as they will be leading significant business analysis efforts and improving the overall impact of requirements in support of critical enterprise projects and programs. Part of this role is to become the primary point of contact with our clients and take responsibility for the day-to-day management of multiple projects and will be the glue that brings together the sales, implementation, service, technology, and client teams to ensure Trionfo’s platform is implemented on time, within budget and meets the client’s vision. This BA Lead will also have duties of instructing, directing, and checking the work of other technical business analysts. This individual must have the ability to writeunderstand queries as well as pulling reports using SQL. He/she will also lead interviews, onboarding, training, and performance appraisals of all BA team members.

Duties and Responsibilities:

• Develop and analyze functional specifications in order to provide advice and technical training.
• Design efficient IT systems to meet business and technology needs, as well as make recommendations for process improvements through data analysis.
• Reporting and knowledge of SQL.
• Mentor and lead multiple onshore and offshore BA resources.
• Help define and implement testing standards and best practices.
• Perform assigned test scripts and deliverables on schedule and with high quality.
• Manage incoming queries and technical issues related to systems.
• Coordinate with developers to build and implement technology solutions.
• Integrate multiple systems and reconcile needs of different teams.
• Develop, implement, and maintain elements of systems design, including business process documentation, workflow charts, diagrams, data migration rules, business rules, wireframes, and other detailed deliverables including integration documentation.
• Responsible for documenting and maintaining quality meeting data.
• Publish weekly release notes for delivery to internal and external stakeholders.
• Assist with defining assessment and implementation methodology and deliverables for client delivery.
• Supporting production-related issues reported by client and CSR team.
• Keep job-related reporting Standard Operating Procedures up-to-date and accurate.
• Understand issues and help resolve them through data analysis, technical research, and team collaboration on complex issues.
• Define innovative technology solutions to further automate processes and workflows.
• Write clear requirements and creating data models, process diagrams, and design wireframes that will further support the business’ needs.
• Create various plans and strategy in a well-documented format for clients.
• Assist with connecting processes and overcoming internal silos, as well as identify controls necessary to ensure long-term system stability.
• Present business documentation, creative work, and proposed solutions to clients in a comprehensive and effective manner to clients.
• Conduct training sessions to our clients in order to improve and enhance their knowledge of our platforms.
• Ensure project objectives, deliverables, deadlines, and requirements are clear and agreed upon by the client, senior management, and internal team members
• Manage relationships with clients and all stakeholders, with a focus on setting expectations and maintaining ongoing client satisfaction through effective project management and a strong commitment to customer service.
• Identify process, system, and data gaps and pain points both within and across operational workflows.
• Perform requirements gathering, blueprinting, project plans, testing plans, contingency and cutover plans, and post-implementation support.
• Develop and execute project plans for new clients and projects.
• Build implementation project timelines and manage meetings/deliverables including preparing agendas, documenting meeting notes and tracking issues.
• Provide regular updates on internal project management IT systems, use of project management tools and manage project related revenue together with revenue recognition forecast.
• Take full ownership and accountability for project planning, resource management, scope and budget management to deliver profitable projects on time.
• Provide effective, accurate and timely communications to all stakeholders with an emphasis on customer satisfaction - Act as the primary point of contact for customers and partners.
• Develop a holistic and complete understanding of each project, every stakeholder’s role, responsibility and goals in order to drive and execute the roadmap to completion.
• Identify risks and impediments to the project and help provide solutions.
• Teleworking may be required based on business needs. Must adhere to Trionfo’s Teleworking Policy by demonstrating fundamental controls and practices in protecting Trionfo’s information/assets required by candidate to complete job duties at remote location as specified in policy.
• Responsibilities and tasks outlined in this document are not exhaustive and may change as determined by the needs of the company.

Education, Experience, and Other Skills:

• Bachelor's Degree in Information Services, Business Administration, Computer Science, or related field.
• 5+ years experience in related environment.
• 2+ years of people management.
• Proficient in SQL (i.e. pulling reports, understand queries), Diagramming tools (e.g. Visio), and Productivity tools (e.g. Word, Excel, PowerPoint).
• Ability to writeunderstand queries as well as pulling reports using SQL.
• Experience with Waterfall/Agile/Scrum.
• DevOps and Backend knowledge, a plus.
• Understanding of the Insurance Business from the IT side, a plus.
• Understanding of system/API and data integration concepts.
• Knowledge of the data flow and transactions taking place between carriers, agents, employers and employees, a plus.
• A calm and focused approach to high-pressure situations.
• Exceptional oral and written communication skills.
• Must be legally authorized to work in the United States for any employer without sponsorship.

Position Summary:

Trionfo Solutions is looking for a talented Billing Specialist who has a solid understanding of insurance companies’ background and has experience in working with insurance premiums, adjustments, credits, and posting and collecting member and other business-related payments. This role would support the business by maintaining accurate accounting principles of all required tasks, day-to-day accounting functions, accruals, financial statement preparation, and performing other miscellaneous general accounting and service functions.

Duties and Responsibilities:

• Payment Processing (A/R):
  • Process and record incoming payments, including checks, ACH transfers, credit card transactions, and ensure timely and accurate recording.
  • Accurately prepare bank deposits and deposits all checks and money orders.
  • Report and address any ACH failures as well as credit card declines promptly.
  • Enter data, research, and reconcile lockbox payments to ensure payments are tied correctly to members.
  • Review and audit invoices generated from the billing platform.
  • Maintain detailed records of transactions and adjustments.
  • Follow up on overdue accounts with outstanding balances.
• Remittance processing (A/P):
  • Remittance to carriers and external parties.
  • Assist with client bill payment daily by reviewing and approving client batches and releasing electronic payments.
  • Check for accuracy in figures, postings, and reports.
  • Assist in the preparation of 1099 forms and other tax-related documentation.
• Commission Processing:
  • Processing of internal commissions.
  • Processing of external commissions.
  • Maintain commission records and provide reporting or statements as needed.
• Reconciliation Processing:
  • Reconcile all premium bank accounts and resolve discrepancies.
  • Audit the accuracy of figures, calculations, and postings recorded by other team members and report any differences found in records.
  • Work to identify and resolve incomplete or conflicting information and develop standards.
  • Assist in the month-end and year-end closing processes.
  • Prepare reconciliation reports for management and accounting.
• Forecasting:
  • Assist with financial statements and track key metrics.
  • Respond to inquiries from management, auditors, and other authorities regarding issues, data in reports, and financial statements.
  • Assist with the month-end closing process and audit preparation.
  • Create monthly projections and forecasts for management.
• Support:
  • Perform data entry tasks.
  • Install new groups and process individual applications on the platform.
  • Support employer/employee benefit onboarding initiatives and enrollment processes by providing digital platform expertise to brokers or other users. Help clients navigate the system correctly by providing ad hoc training on any aspect of the system relevant to the transaction (new hire additions, terminations, life event changes, or any qualifying event).
  • Handle inquiries from members and clients regarding issues.
  • Provide quality customer service by resolving any discrepancies or disputes.
  • Communicate effectively with clients and internal teams
  • Perform other duties as assigned to support the overall service team.
  • Research benefit details and confirm setup of coverages to help resolve billing and service-related inquiries

Education, Experience and Other Skills:

• Associate's degree in accounting, Finance, Business, or a related field.
• 3+ years' experience as a bookkeeper.
• Experience dealing with insurance premiums, member payments, adjustments, credits, preferred.
• A calm and focused approach to high-pressure situations.
• Ability to prioritize and multitask.
• A strong work ethic with an appreciation for ownership, independence, accountability, and autonomy in your role
• The ability to be receptive and action-oriented in response to constructive feedback.
• High degree of accuracy and attention to detail.
• Exceptional oral and written communication skills.
• Demonstrated proficiency in Microsoft Word and Excel (must be able to run formulas, macros, graphs, charts, etc.).

Position summary:

 The Customer Service Representative (CSR) will offer a unique opportunity to join a dynamic technology company that is changing how businesses, payers and employers/individuals evaluate, buy, manage, and get the most out of their benefits. The CSR is responsible for ensuring all customer inquiries (calls and emails) are handled on a priority basis, providing professional and efficient service. Responsible for answering inbound calls, return clients calls/escalate as needed, document incidents, and escalate tickets as needed to the next level of support.

Duties and Responsibilities:

• Customer Support.
• Research benefits details and status and respond to customer inquiries in a high-volume customer response center involving both email and phone calls.
• Handle inbound customer calls and make outbound customer calls to understand, verify, and correct employee/consumer benefits. Confirm coverages and investigate billing inquiries, determining if and where issues exist, and correct them, as necessary.
• Install new groups and process individual applications on the platform.
• Support employer/employee benefit onboarding initiatives and enrollment processes by providing digital platform expertise to brokers or other users. Help clients navigate the system correctly by providing ad hoc training on any aspect of the system relevant to the transaction (new hire additions, terminations, life event changes, or any qualifying event).
• communicate information in a timely, courteous, and professional manner
• Perform data entry tasks.
• Perform other duties, assignments and special projects that may be required sometimes.
• Representatives may also have to work onsite outside training to handle incoming and outgoing mail as needed.
• Required Teleworking as needed. Must adhere to Trionfo’s Teleworking Policy by demonstrating fundamental controls and practices in protecting Trionfo’s information/assets required by candidate to complete job duties at remote location as specified in policy.
• Responsibilities and tasks outlined in this document are not exhaustive and may change as determined by the needs of the company.
• Account Management
  • Act as a primary point of contact for assigned clients, building, and maintaining strong relationships.
  • Support ongoing education and platform processes by providing documentation, training materials, and guides.
  • Assist clients in navigating the system, best practices, and performing training sessions for platform users.
  • Monitor platform and account activity to proactively reach out to clients and address potential issues.
  • Collaborate with other departments, such as billing and development teams, to resolve complex issues and improve overall platform adoption.
• Communication & Documentation
  • Participates in the development of operation procedures and processes.
  • Communicate key information in a timely and professional manner.
  • Document customer interactions and follow up on outstanding issues until resolution.

Education, Experience and Other Skills:

• 2+ years of serving as a customer service representative in a call center environment performing related duties.
• 2+ years of experience working in insurance, benefits, healthcare-related services, preferred.
• High school diploma required. Bachelor's degree is preferred.
• Must have experience working with MS Word, Excel, Outlook, and digital platforms.
• Must have a keen sense of “brand” and customer experience.
• Excellent verbal and written communication skills.
• Strong independent decision-making, organizational, planning, and problem-solving skills.
• Must be able to work flexible shift schedule to meet health insurance sales cycles.
• Must be able to multi-task and respond to inquiries quickly with a high level of accuracy.