Membership Accounting Web Support Analyst

HealthPartners is hiring a Membership Accounting Web Support Analyst. The Membership Accounting Web Support Analyst serves as a key liaison between customers, business stakeholders, and technical teams to support digital solutions that enhance the employer experience. This role is responsible for delivering exceptional customer service through daily support of Employer Portal phone and email channels, managing production issues, processing reports, coordinating projects, performing user acceptance testing (UAT), and promoting adoption of digital products and self-service tools.

The position supports external and internal users by troubleshooting system issues, analyzing business needs, identifying process improvements, and ensuring high-quality digital experiences that align with organizational objectives.

MINIMUM QUALIFICATIONS:

• Education, Experience or Equivalent Combination:

  • Bachelor's degree in Business, Healthcare Administration, Information Systems, or related field; or equivalent combination of education and experience

  • Minimum 2 years of relevant experience in customer service, business systems support, project coordination, operations, healthcare administration, or related field

  • Experience supporting digital applications

• Knowledge, Skills, and Abilities:

  • Strong analytical and troubleshooting skills

  • Ability to manage multiple priorities in a fast-paced environment

  • Excellent verbal, written, and interpersonal communication skills

  • Strong organizational and time management skills.

  • Ability to work independently and collaboratively across multiple departments.
  • Demonstrated commitment to customer service excellence and continuous improvement.

  • Microsoft Office suite proficiency

PREFERRED QUALIFICATIONS:

• Education, Experience or Equivalent Combination:

  • Experience supporting employer, member, benefits administration, healthcare, or insurance-related systems.

• Knowledge, Skills, and Abilities:

  • User Acceptance Testing (UAT) experience.
  • Experience managing or coordinating projects and cross-functional initiatives.
  • Experience with incident management, production support, or issue tracking tools.
  • Knowledge of business process improvement methodologies.
  • Experience creating training materials, procedures, and user documentation.
  • Familiarity with reporting tools, data analysis, and operational reporting processes.
  • Knowledge of employer portal functionality, digital self-service solutions, and customer experience best practices.

ESSENTIAL DUTIES:

1. ( 50%) - Customer Service & Employer Portal Support

• Serve as the primary contact for Employer Portal inquiries, providing timely, accurate support for access, navigation, reporting, and self-service functionality while meeting service level standards.

• Support employers, brokers, consultants, third-party administrators, and internal stakeholders by resolving inquiries, troubleshooting issues, and documenting interactions and trends in alignment with policies and procedures.

• Process and validate accuracy of recurring and ad hoc reports supporting employer administration and operational functions.

• Analyze reporting and support needs to identify trends, improve processes, and promote adoption of Employer Portal capabilities and digital tools.

• Develop and maintain training materials, user guides, and support documentation while delivering training and support to internal and external users.

• Support implementation and rollout of new digital solutions, driving process improvements to enhance service quality, efficiency, and user experience.

• Participate in cross-functional collaboration and complete additional duties or projects as needed to support team and organizational goals.

1. ( 30%) - User Acceptance Testing (UAT)

• Develop and execute user acceptance test plans, test cases, and test scenarios.

• Validate system enhancements, defect fixes, and new functionality prior to production release.

• Document testing results and collaborate with business and technical teams to resolve identified issues.

• Ensure solutions meet business requirements, quality standards, and customer expectations.

• Participate in release readiness and post-implementation validation activities.

1. ( 15%) - Production Support & Issue Management

• Serve as a liaison between business users and technical teams to coordinate resolution of production issues.

• Analyze, troubleshoot, and document system defects, user-reported problems, and process gaps.

• Monitor issue trends and identify root causes to reduce recurring problems.

• Escalate complex issues appropriately and coordinate cross-functional resolution efforts.

• Track issue status and communicate updates to stakeholders through resolution.

• Develop and maintain documentation for support processes and known issues.

1. ( 5%) - Project Management & Business Analysis

• Participate in cross-functional projects supporting Employer Portal enhancements and digital initiatives by gathering, analyzing, and translating business requirements into functional solutions in collaboration with technical teams.

• Coordinate project activities, timelines, testing, and stakeholder communication while monitoring implementation progress and solution effectiveness.

• Identify and drive opportunities to improve customer experience, operational efficiency, and digital adoption

*Job description rankings/percentages are intended to reflect normal averages over an extended period of time, and are subject to daily variances. Quality and efficiency standards should at no time be compromised to meet the average expectations expressed above. Job descriptions are subject to change to accommodate organization or department needs.

ORGANIZATIONAL EXPECTATIONS:

Values

All colleagues are expected to live our values:

Excellence: We strive for the best results and always look for ways to improve.

Compassion: We care and show empathy and respect for each person.

Partnership: We are strongest when we work together and with those we serve.

Integrity: We are open and honest, and we keep our commitments.

Additional Expectations:

• Complies with safety instructions, observe safe work practices, provides input on safety issues, and promotes a safe work environment.

• Maintains regular and timely attendance.

• Protects confidentiality.

• Demonstrates participation in and support of the organization's Corporate Integrity Program by participating in compliance-related education and training and complying with the organization's policies and procedures.

• Timely completion of all mandatory education and organizational requirements (i.e., licensure/certification, Employee Health and Wellness requirements, annual training, etc.)