SI
SIXGENProgram Control Analyst
Program Control Analyst managing financial tracking and reporting for government contracts. Collaborating with teams to support decision - making and ensuring compliance with financial requirements.
About the role
- Prepares, analyzes and evaluates written correspondence such as complaints, grievances, document demands, alleged ERISA violations and researches to resolve problems and close outstanding issues at the state or enterprise level.
- Conducts research and analysis, recommends appropriate course of action and next steps.
- Performs fact checking, gathers documents, researches and responds to records requests, and various inquiries from internal and external sources, coordinates investigative and discovery activities specific to Grievance and Appeal functions.
- Assists with compliance issues as needed.
- Participates on projects and may participate in strategizing with business and staff.
- Enters information as required into appropriate databases or other document management systems.
- May serve as a resource to other support staff.
- Respond promptly and effectively to inquiries from the CEO and her executive leadership team, ensuring clear communication with social media and public relations.
- Analyze and evaluate inquiries, complaints, and reports to recommend appropriate actions, ensuring high-quality resolutions.
- Manage and engage with social media communications, ensuring timely and appropriate responses that align with company standards.
- Prepare and organize comprehensive case research, documentation, and notes for management review and strategic planning.
- Conduct thorough research to recommend feasible solutions and next steps for complex issues, aiding in strategic decision-making.
- Assist with fact-checking and documentation for investigative and discovery processes, supporting both internal and external legal counsel.
- Facilitate premium service delivery for escalated customer complaints, maintaining end-to-end ownership of each escalation.
- Communicate empathetically and professionally with stakeholders, including executive-level associates, to ensure understanding and effective issue resolution.
- Employ active listening skills to accurately comprehend and dissect complex issues, coordinating necessary escalations.
- Conduct refresher training sessions on common queries and update internal resources to reflect current protocols and standards.
- Act as a bridge between business units and customers to determine optimal resolution paths, enhancing stakeholder satisfaction.
- Provide regular updates on escalation progress to all relevant parties, keeping stakeholders informed.
Requirements
- Requires a HS diploma or equivalent and a minimum of 5 years of related experience; or any combination of education and experience which would provide an equivalent background.
- BA/BS in a related field is preferred.
- Passion for delivering exceptional customer service and support.
- Confident and resourceful problem-solver with the ability to propose and implement solutions.
Benefits
- merit increases
- paid holidays
- Paid Time Off
- incentive bonus programs (unless covered by a collective bargaining agreement)
- medical benefits
- dental benefits
- vision benefits
- short and long term disability benefits
- 401(k) +match
- stock purchase plan
- life insurance
- wellness programs
- financial education resources
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
DB
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