Member Data Analyst (healthcare operations)

GDIT's Federal Health Division is hiring a Member Services Data Analyst to support the the World Trade Center Health Program (WTCHP).

You will play a key role in transforming member services and operational data into actionable insights that improve member experience, increase operational efficiency, and support data-driven decision-making across the program. 

This role is ideal for a process-oriented analyst who enjoys understanding how systems, teams, and workflows interact. Successful candidates are naturally curious, continuously seek opportunities for improvement, and are comfortable challenging inefficient processes while identifying practical solutions. 

• Support member services operations by analyzing and reporting on key performance metrics, identifying trends, and recommending process improvements that enhance service delivery and member satisfaction. 
• Collaborate with Operations, Customer Service, IT, Data, and Program Leadership teams to align reporting requirements, define performance metrics, and implement data-informed process improvements. 
• Analyze member service performance indicators, including call center metrics, service-level performance, quality measures, satisfaction scores, and member feedback trends to identify root causes and improvement opportunities. 
• Monitor member benefits administration activities by tracking enrollment, eligibility, health, life, and related benefit program data to ensure accuracy, compliance, and positive member outcomes. 
• Develop dashboard requirements, reports, and visualizations for operational leaders and executives using Power BI, Excel, SQL, Tableau, or similar reporting tools. 
• Utilize data analysis to evaluate existing workflows, standard operating procedures (SOPs), and operational processes, recommending enhancements that improve efficiency, consistency, and customer experience. 
• Support data quality initiatives by identifying discrepancies, validating data sources, and assisting with data cleansing and reporting accuracy efforts. 
• Leverage Jira or similar tools to manage reporting requests, track process improvement initiatives, document requirements, and monitor implementation progress. 
• Produce executive-ready reports, presentations, and performance analyses that support strategic planning, operational improvements, and leadership decision-making. 
• Ensure adherence to applicable privacy, security, and compliance requirements related to member information and protected health information (PHI). 

• Education: Bachelor's degree in Business, Healthcare Administration, Analytics, Information Systems, Public Health, or a related field 
• Experience: 2+ years of experience in data analysis, reporting, operations analysis, business analysis, customer service analytics, benefits administration, or a related field 
• Experience analyzing operational processes, identifying improvement opportunities, and implementing data-driven recommendations 
• Strong proficiency in Excel and experience creating reports, dashboards, and data visualizations 
• Working knowledge of Power BI, Tableau, or similar business intelligence and reporting tools 
• Familiarity with SQL for data extraction, analysis, and reporting 
• Experience documenting business processes, workflow mapping, standard operating procedures (SOPs), or operational requirements 
• Strong analytical, problem-solving, organizational, and communication skills 
• Ability to present findings and recommendations to both operational and leadership audiences 
• Ability to work collaboratively across business and technical teams 
• Security clearance level: Ability to obtain and maintain Public Trust suitability 

• Experience supporting healthcare, health insurance, benefits administration, member services, customer contact centers, or government healthcare programs 
• Familiarity with healthcare operations, enrollment processes, claims, eligibility, customer experience, or service delivery metrics 
• Experience with Jira or other work management and ticketing platforms 
• Knowledge of HIPAA, PHI, PCI, or related privacy and security requirements 
• Experience with process improvement methodologies, workflow optimization, or operational excellence initiatives 

Explore a career in analytics and business operations at GDIT and join a team dedicated to improving member experiences through data-driven insights, operational excellence, and continuous process improvement. You'll work alongside colleagues who share your passion for solving complex challenges and delivering meaningful results in support of the World Trade Center Health Program.