Member Services Data Analyst - Healthcare operations

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

MBI (T2)

Job Family:

Data Science and Data Engineering

Job Qualifications:

Skills:

Continuous Process Improvement (CPI), Performance Metrics, Statistical Analysis

Certifications:

None

Experience:

2 + years of related experience

US Citizenship Required:

No

Job Description:

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. 

What You'll Be Doing:

• 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). 

What You'll Need (required):

• 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 

What Would Be Eeven Better (preferred):

• 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 

OWN YOUR OPPORTUNITY 

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. 

The likely salary range for this position is $64,230 - $85,100. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Remote

Work Location:

Any Location / Remote

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process:

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work:

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.Join our Talent Community to stay up to date on our career opportunities and events at

gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans