• Provide administrative and operational support to the Area Manager • Oversee and support a large caseload of active client accounts while ensuring service continuity and compliance • Assist with staffing coordination and finding caregiver coverage for open shifts and call-offs • Handle employee and caregiver call-offs and coordinate replacement coverage • Conduct client follow-up calls and monthly check-ins to ensure satisfaction and service continuity • Track and verify completion of required monthly visits and documentation • Review progress notes and service documentation for accuracy and completeness • Monitor compliance requirements and ensure client files remain current • Assist with employee scheduling and staffing coordination • Answer incoming calls from caregivers, clients, and family members • Escalate urgent client or staffing concerns to management when necessary • Assist with payroll review, timesheet verification, and payroll approvals • Maintain accurate records within company systems and databases • Communicate with caregivers regarding schedules, documentation requirements, and client updates • Ensure compliance with company policies, client care plans, and regulatory requirements • Prepare reports, spreadsheets, and operational documentation as needed • Assist with onboarding documentation and administrative support for new employees • Support after-hours and emergency communication processes when necessary • Help maintain continuity of care and client satisfaction across assigned cases

• Lead medical information operations team • Ensure compliance with regulatory standards • Manage budget and project implementation • Oversee performance management and conflict resolution

• Coordinate and manage workforce performance against defined KPIs • Ensure high standards of Health & Safety across daily operations • Communicate operational updates, process changes, and shift information clearly • Manage attendance, absences, rotas, and workforce allocation • Support onboarding, training, and retraining of workers • Handle worker queries and welfare meetings professionally • Maintain accurate records across operational systems (attendance, training, skills) • Produce daily and weekly operational reports for internal teams and client stakeholders • Support investigations, incidents, and operational escalations when required

Role Description The Operations Optimization Analyst will play a critical role in enhancing the efficiency and effectiveness of claims processing within Gallagher Bassett. This position is ideal for individuals with at least 1 year of claims experience and a passion for process improvement, learning design, and operational excellence. The Analyst will focus on streamlining, standardizing, and optimizing claims processes to ensure consistency, accuracy, and scalability across the organization. - Analyze current claims processing workflows to identify inefficiencies, bottlenecks, and areas for improvement. - Design and implement streamlined processes that align with organizational goals and industry best practices. - Develop standardized procedures and guidelines to ensure consistency across teams and regions. - Collaborate with Learning & Development teams to create training materials and programs that support new and improved claims processes. - Facilitate workshops and training sessions to educate teams on process changes and best practices. - Monitor the effectiveness of training programs and make adjustments as needed to ensure knowledge retention and application. - Utilize data analytics to measure the performance of claims processes and identify trends or anomalies. - Prepare detailed reports and dashboards to communicate findings and recommendations to stakeholders. - Track key performance indicators (KPIs) to evaluate the success of implemented changes. - Work closely with Resolution Managers, Claims Teams, and other stakeholders to gather insights and feedback on current processes. - Act as a liaison between operational teams and leadership to ensure alignment on process improvement initiatives. - Partner with IT and technology teams to leverage tools and systems that enhance claims processing efficiency. Qualifications - High school diploma or GED equivalent and a minimum of 4 years of relevant work experience. - Bachelor’s degree in Business Administration, Operations Management, or a related field (or equivalent experience) - preferred. - Minimum of 1 year of experience in claims resolution, claims processing, or a similar role within the insurance industry - preferred. - Strong understanding of claims processing workflows and insurance industry standards - preferred. - Proven experience in process improvement, operational optimization, or project management - preferred. - Excellent analytical and problem-solving skills, with the ability to interpret complex data and make actionable recommendations - preferred. - Proficiency in process mapping tools, data visualization software, and Microsoft Office Suite (Excel, PowerPoint, etc.) - preferred. - Exceptional communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels - preferred. - Experience in designing and delivering training programs is a plus - preferred. - Lean Six Sigma Green Belt or higher - preferred. - Project Management Professional (PMP) certification - preferred. Requirements - Minimum of 4 years of relevant work experience. Benefits - Medical/dental/vision plans, which start from day one! - Life and accident insurance. - 401(K) and Roth options. - Tax-advantaged accounts (HSA, FSA). - Educational expense reimbursement. - Paid parental leave. - Digital mental health services (Talkspace). - Flexible work hours (availability varies by office and job function). - Training programs. - Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing. - Charitable matching gift program. - And more...