Membership Operations Analyst

The Membership Operations Analyst is responsible for the day-to-day maintenance of customer data to ensure accurate chargeback processing. This role focuses on the timely resolution of membership exceptions in the third-party adjudication queue and the synchronization of GPO/PBG rosters with internal systems. You will utilize advanced data analysis techniques to identify data mismatches and ensure that customer accounts are correctly aligned with their contractual tiers.

The Membership Operations Analyst will serve as a key operational partner supporting Commercial Operations and Sales by aligning membership strategy with contract performance and execution. This role manages customer onboarding, issue resolution, reporting needs, and overall account performance. You will also act as the primary liaison between third-party vendors and internal I&T teams to support system integrations, data exchanges, and process improvements. A core focus of the role is driving customer satisfaction and retention by proactively identifying operational gaps, resolving escalations, and ensuring service excellence.

Responsibilities:

• Earn the trust and confidence of customers and sales partners by assuming ownership of the customer experience, adjusting strengthen customer touch points and interpersonal skills.
• Queue Maintenance: Monitor and resolve daily exceptions in the third-party adjudication queue; research address and identifier mismatches to ensure chargeback flow successfully into Model N.
• Roster Processing: Execute the weekly upload and reconciliation of GPO/PBG and private rosters; verify that new members are activated in the system within the 48-hour service level agreement.
• Data Cleanup & Mapping: Maintain the "Alias" and cross-reference tables; use Excel Power Query to normalize wholesaler data and map legacy customer names to the correct Master ID.
• Account Verification: Perform routine audits of customer identifiers (HIN, DEA) to ensure data integrity; update "Ship-to" and "Sold-to" hierarchies as requested by the contracting team.
• Tier Validation: Review membership lists to identify customers on multiple rosters; apply established company rules to ensure the customer is assigned to the correct contract tier.
• Possess a broad mastery of service and administrative functions, including in-depth knowledge of administrative systems and financial basics
• Possess in depth knowledge of business operation systems, workflows and downstream impacts, proactively identifying gaps and recommending improvements
• Operate at a high level to consistently meet or exceed business unit quality and productivity standards
• Follow established policies and procedures
• Operational Support: Provide data support during the peak flu vaccine season by performing bulk "Pre-Book" data scrubs to ensure customers are eligible before orders are shipped.
• Reporting: Generate weekly reports on queue volume, error trends, and roster processing status for review by stakeholders.
• Collaborate on cross functional projects and special assignments, acting as a subject matter expert and department liaison
• Embrace and support change to move the organization forward in support of strategic goals and objectives
• Support IT efforts to drive initiatives, system enhancements, testing and production support
• Make suggestions to improve existing scorecards and other reporting outputs
• Operate with a high degree of discretion and apply independent decision making, with the ability to think outside the box, offering Management unique solutions
• Model behavior that builds relationship with customers and Sales to develop loyalty and enhance customer experience
• Partner with internal stakeholders to create/maintain department procedures and training materials
• Dedicated to forward-looking strategic analysis that drives member growth, retention, and contract performance
• Assist with peer-to-peer coaching and education as it is relates to routine, specialty or complex processes and systems
• Assist in writing test cases, scripts and testing of new system enhancements

• Previous experience in the pharmaceutical/ finance /regulatory industry or high touch customer service environment preferred
• Excellent written verbal and written communication skills and ability to craft documentation
• Strong interpersonal skills via direct communication and indirect via email
• Must be flexible, able to multi-task in a fast-paced environment, and operate well in a team setting
• Able to provide accurate feedback regarding how customers feel about our level of service
• Able to admit to mistakes or oversights and work in conjunction with internal partners to resolve problems
• Ability to work across internal cross-functional teams (Finance, Sales and Distribution, QA, IT, Customer Experience, eCommerce and senior managers) and represent Customer Operations
• Proficiency in MS Excel and SAP (6.0 later preferred), EDI and SAP experience preferred
• Systems: Familiarity with Model N, MemberCentric, or similar ERP/Contracting systems is preferred but can be trained.

• Minimum 3 years of experience in in commercial operations, data entry, finance or contract administration.
• Proven ability to manage high volumes of data with a high degree of accuracy.
• Experience and ability to act in a complex and rapidly changing business environment, preferably 2 years