Senior Customer Operations Analyst

Hazel Health is the nation's largest virtual provider of school-based healthcare services, and has been recognized by Fast Company as “one of the world’s most innovative places to work” in 2023. 

By partnering with districts and health plans across the country, Hazel transforms schools into the most accessible front door to physical and mental healthcare. Today, Hazel's diverse team of licensed providers deliver therapy and medical services virtually (in school or at home) to over four million K-12 students — regardless of their insurance status or ability to pay. Hazel aims to remove all barriers to the mental and physical health care that children need to thrive: in school, at home, and in life.

Helping students and their families feel better takes a team of smart, dedicated people. As an integral member of the Hazel team, you will

• Make an Impact: Work with a team that is increasing equitable access to quality health care experiences for students and their families.
• Enable Scale: Work with a team that is building and professionalizing a high growth high impact social enterprise.
• Feel Valued: Work with a team that is being compensated competitively, developed professionally, and celebrated frequently for making a meaningful difference.

Check us out at Hazel Health Careers. 

The Role:

The Senior Customer Operations Analyst will drive in-depth analysis of current processes to identify and quantify efficiency improvements. This role will provide actionable insights through rigorous data analyses and is responsible for establishing and optimizing a robust performance management system for the centralized operations team, balancing operational efficiency with an excellent customer experience.

Location: Fully Remote

What You’ll Do:

• Regularly assess effectiveness of operational processes to drive initiatives 
• Maintain an end-to-end process map of the department’s current state, inclusive of current systems and cross-team dependencies and workflows
• Identify bottlenecks, redundancies and areas where automation or re-engineering can drive efficiencies
• Prepare a gap analysis to identify gaps within the workflows, processes and system functionality
• Partner with the Data & Analytics team to establish mechanisms to bring operational data into BI (Business Intelligence) tools
• Identification and prioritization of initiatives
• Analyze process performance data to identify areas with the …