Job description
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.
Track and validate that Performance Guarantee (PG) reports are produced for each customer service area in partnership with operational teams, document overall SLA compliance by client and business area.
Analyze performance data to identify trends, gaps, and risks; synthesize insights into actionable recommendations for PG owners and leadership.
Perform gap analysis to highlight SLA breaches, investigate root causes, and recommend improvement actions in collaboration with PG owners and the Performance Oversight team.
Initiate and support Improvement Action Plans when criteria are met; monitor completion and measure results.
Conduct periodic process audits to ensure accuracy of reporting methodology and compliance with contractual requirements.
Monitor adherence to client SLAs by reviewing documentation from operations and technology teams; escalate risks as needed.
Generate and present regular reports on service performance and SLA attainment to internal stakeholders and all levels of leadership committees.
Maintain accurate records of SLAs, service metrics, and performance data; ensure documentation is current and accessible.
Assist in implementing service improvement initiatives and projects in collaboration with operational teams.
Prepare and deliver necessary data and insights for the Performance Guarantee Committee and other leadership forums.
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.)
Experience collaborating with cross-functional teams to implement service improvement initiatives.
3+ years of experience in contract and vendor management, corporate affairs, and/or related fields.
Expertise in project planning, data management, data analysis, and reporting.
Proficiency in Excel for reporting and business analytics.
Excellent oral and written communication skills, including the ability to present insights to all levels of leadership.
We are proud to offer a flexible hybrid work model which will require certain on-site workdays (Puerto Rico Location Only)
Nice to haves…
Experience with the Healthcare, Pharmacy, and Pharmacy Benefit Management industries, Medicare Part D, and CMS regulations.
Knowledge of contractual performance standards and exclusion interpretation.
Previous experience in SLA or Performance Guarantee monitoring within a PBM or healthcare environment.
Familiarity with client performance reporting and governance processes.
Experience presenting performance insights to senior leadership or client-facing audiences.
Experience with SQL Queries, Power BI, 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.
#LI-JD1 #LI-HYBRID
