Customer Operations Analyst

Dynamics of the Role:

We are the Austin Center of Excellence for TransUnion Healthcare and we are looking for a Customer Operations Analyst to join our growing Customer Operations team.

Customer Operations Analysts (COA) are the face of our organization and represent the voice of our customers. You will be responsible for proactively engaging customers to ensure they are receiving on-going value from TransUnion software and services, confirming we are meeting their expectations, and exploring opportunities to increase customer satisfaction.

You will act as the liaison between the customer and other departments within TU. In addition, you will manage all customer issues through resolution and remain the primary point of contact (POC) for all customer interaction.

You will serve as an advisor and product expert to the Account Management team as well as hospital staff to ensure engagement and satisfaction with our patented insurance coverage discovery product.

The Team’s Focus:

TransUnion Healthcare, one of the fastest growing verticals in a $1-billion global company.

TransUnion Healthcare, a wholly owned subsidiary of the global credit and information management company TransUnion, empowers providers and payers with Intelligence in an Instant® by providing data and analytics at the point of need. In the provider market, TransUnion offers a series of data and decisioning solutions designed to help providers and patients find financial solutions for needed care. In the payer market, TransUnion offers healthcare analytics and reporting solutions to help payers improve the overall health of their members. The implementation of these solutions is changing the way healthcare is delivered in America.

How you will contribute:

  • Manage the end-to-end customer experience with our products and services. As the primary point of contact for all customer issues you will partner with field Account Managers as the customer’s advocate and serve as liaison to all internal teams to ensure customer success.
  • Examples of responsibilities in this area include, but are not limited to:
  • Collaborating with implementation and account management to ensure successful hand off to operations
  • Conducting training for customer staff after implementation, training new customer employees, and providing refresh training when software updates are made or as needed
  • Working with the customer to increase the value they are receiving from our reports by identifying issues or roadblocks that prevent them from fully utilizing our products
  • Preparing and delivering presentations to leadership and customers
  • Responding to all customer issues or concerns and offering insights to improve the customer’s issues and challenges
  • Document all changes to customer information, process or system configuration
  • Monitoring all escalations to ensure timely resolution and maintain constant contact with the customer
  • Work closely with the product team and leadership to identify and drive suggestions for product features and enhancements that will make interacting with our products and services easy and simple for our customers and increase value to both our customers and TU.
  • Ongoing evaluation of process and procedures, both ours and our customers, to identify opportunities for improvement and increased customer satisfaction
  • Evaluate reports and reporting process for quality and accuracy
  • This includes but is not limited to:
  • Reviewing and approving accounts for reporting and identifying issues with automated processes or file data import and driving to resolution
  • Maintaining current functional and technical knowledge of the eScan system and customer specific configurations
  • Evaluating and recommending report modifications
  • Reviewing contractual hold protocols for process optimization
  • Evaluate payments for accuracy and ensure all accounts are verified and invoiced
  • This includes but is not limited to:
  • Reviewing and approving payments for invoicing and identifying issues with automated process or file data import and driving to resolution
  • Reviewing and analyzing exclusions, reviewing billing notes in a variety of patient accounting systems to determine validity of exclusion and take action to reduce or eliminate exclusions
  • Identifying and analyzing insurance payer descriptions and insurance codes for automated verification
  • Resolving all customer questions or concerns about their invoice
  • Analyze customer behavior to determine adoption of our products and services. Identify issues and devise a strategy to help the customer get more value from our services.
  • This includes but is not limited to:
  • Using metrics and dashboard tools to analyze customer behavior and product usage and form a strategy to maximize value for the customer and ensure customer success
  • Analyzing overall exclusion rates and root cause and proactively reaching out to customers to discuss the results of analysis and determine if action is needed
  • Reviewing and analyzing billing and coding roadblocks for the customer
  • Understand the customer’s billing process in order to help recommend and facilitate improvements or identify needed process modifications

What You’ll Bring:

  • A POSITIVE ATTITUDE and the ability to focus on finding creative solutions
  • Customer SERVICE experience preferred
  • Excellent COMMUNICATION skills (verbal & written)
  • Ability to put the interests of the TEAM before individual interests
  • Undergraduate degree or equivalent experience
  • Ability to type at least 45 wpm and 10 key
  • Intermediate experience with Microsoft Office programs & Excel

What We Offer

This is an exciting time in TransUnion’s history. Withinvestments in our people, technology and new business markets, we areredefining the role and purpose of a credit bureau. We are acquiring newbusinesses, launching new products, and expanding our services to businessesand consumers worldwide.

The future has never looked brighter for ourassociates. We work hard to offer our team members meaningful work experiencesto promote professional growth, and to provide an enjoyable place to work withcompetitive benefits, a healthy work/life balance, and a friendly, casualculture.

Who We Are

Information is a powerful thing. At TransUnion, we arededicated to finding innovative ways information can be used to help peoplemake better and smarter decisions. As a trusted provider of global informationsolutions, our mission is to help people around the world access theopportunities that lead to a higher quality of life, by helping organizationsoptimize their risk-based decisions and enabling consumers to understand andmanage their personal information. Because when people have access to morecomplete and multidimensional information, they can make more informeddecisions and achieve great things.

We are an equalopportunity employer and all qualified applicants will receive considerationfor employment without regard to race, color, religion, sex, national origin,age, disability status, veteran status, marital status, citizenship status,sexual orientation, gender identity or any other characteristic protected bylaw.



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