CAT Senior Business Analyst

Overview

The Senior Business Operations Analyst plays a key role in driving quality, consistency, and operational excellence across Sentara Health Plans. This position is responsible for leading comprehensive root cause analysis efforts for plan-wide issues escalated through the Customer Advocacy Team (CAT). The analyst will investigate operational and system concerns, serve as the primary point of contact for internal and external stakeholders, schedule and facilitate cross-functional meetings, and ensure timely implementation of containment strategies and long-term countermeasures.

This role requires strong operational knowledge in areas such as claims, system administration, benefit configuration, member enrollment, and provider/network data management. The analyst will partner closely with Customer Operations, IT, Quality, and other business units to define requirements, analyze data, implement process improvements, and communicate insights. The ideal candidate brings exceptional critical thinking, emotional intelligence, communication skills, and the ability to lead initiatives in a fast-paced environment with competing priorities.

Education

Bachelor’s Degree (Preferred)
or
Bachelor’s degree + 2 years relevant experience may be accepted in lieu of degree
or
Equivalent relevant experience in operations, IT, reporting, or related areas

Certification/Licensure

No specific certification requirements
Preferred:

• Six Sigma, Lean, or similar process improvement certification (optional)

Experience

• Proven experience in root cause analysis, operational research, or business operations within healthcare or health plan environments

• Strong knowledge of customer operations such as claims, benefit configuration, system administration, member enrollment, or provider data management

• Demonstrated ability to independently lead cross-functional projects from investigation through resolution

• Strong critical thinking, problem-solving, and analytical skills with the ability to influence corrective actions

• Experience gathering business requirements, mapping processes, triaging issues, and driving remediation strategies

• Exceptional verbal and written communication skills, including the ability to present findings and facilitate discussions

• Ability to work effectively under pressure, manage multiple priorities, and meet tight deadlines

• High emotional intelligence with the ability to connect with stakeholders and advocate when issues arise

• Strong organizational skills and comfort with public speaking

• Must have a quiet, private remote workspace to protect PHI