Communications Solution AnalystScope and Purpose of Position

The Communications Solution Analyst is responsible for supporting the development, analysis, implementation, and ongoing management of member, provider, and client communications produced through the Mail Services department. This role serves as a key liaison between customers and production operations to ensure communications are accurate, compliant, accessible, cost-effective, and delivered through the appropriate channels.

The Communications Solution Analyst will manage communication requirements, coordinate document updates, support communication platform initiatives, analyze communication performance, and help drive continuous improvement across both print and digital communication strategies.

Essential FunctionsCommunication Management & Analysis

Analyze and document business requirements for member, provider, client, and operational communications.

Coordinate the development, review, testing, and implementation of communication templates, notices, letters, EOBs, IDNs, postcards, surveys, and outreach materials.

Evaluate existing communications and recommend improvements to readability, member experience, operational efficiency, and regulatory compliance.

Conduct impact assessments related to communication changes, regulatory updates, and client-specific requirements.

Maintain communication inventories, version controls, and governance documentation.

Communication Platform Support

Support communication platforms, Quadient Inspire

Collaborate with stakeholders to implement communication enhancements and template updates.

Participate in testing, validation, and production readiness reviews for communication changes.

Assist with document migration, template standardization, and communication modernization initiatives.

Compliance & Quality Assurance

Ensure communications comply with state, federal, CMS, HIPAA, ACA, accessibility, language, and client requirements.

Review documents for accuracy, branding, formatting, and regulatory adherence.

Support Section 508 accessibility reviews and remediation efforts.

Coordinate approvals with Compliance, Legal, Marketing, and operational stakeholders.

Experience, Education, and Certifications/Licenses:

Education ​​Bachelor's Degree​ ​​Required​

Bachelor's degree in Business Administration, Communications, Marketing, Operations Management, Information Systems, or a related field.

Equivalent work experience may be considered in lieu of education.

Experience ​​2 Years​ ​​Required​

2-3 years of experience in communications, business analysis, document management, mail operations, customer communications, healthcare operations, or a related field. 

Experience gathering business requirements and managing communication-related projects. 

Experience coordinating work across a small team, project group, or operational workflow preferred.  

Experience working with regulated communications preferred. 

Preferred Qualifications 

Experience with Quadient Inspire or similar customer communication management (CCM) platforms. 

Healthcare, insurance, or regulated industry experience. 

Knowledge of CMS, HIPAA, ACA, and other healthcare communication requirements. 

Certification in Business Analysis (CBAP, CCBA, or equivalent) preferred. 

Knowledge & Skills 

Strong written and verbal communication skills. 

Excellent analytical and problem-solving abilities. 

Knowledge of document composition and communication management platforms. 

Understanding of print and mail production processes. 

Familiarity with healthcare communications, EOBs, notices, and regulated documents preferred. 

Knowledge of accessibility standards (Section 508) and communication compliance requirements preferred. 

Advanced Microsoft Office skills, particularly Excel, PowerPoint, and Visio. 

Experience with reporting and data analysis tools. 

Licenses and Certifications ​​CBAP, CCBA​ ​​Preferred​

Certification in Business Analysis (CBAP, CCBA, or equivalent) preferred.

CompetenciesCommunication StrategyBusiness AnalysisRegulatory ComplianceProject CoordinationProcess ImprovementQuality AssuranceStakeholder ManagementAnalytical ThinkingAttention to DetailCustomer FocusCollaboration and TeamworkHIPAA & Security Requirements

All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures. As a component of job roles and responsibilities, Associates may have access to covered information, cardholder data or other confidential customer information which must be protected at all times. As a result, Associates must explicitly adhere to all data security guidelines established within the Company’s Privacy & Security Training Program.

We provide equal employment opportunities (EEO) to all associates and applicants for employment without regard to race, color, religious beliefs, sex, gender identity, sexual orientation, age, marital status, national origin, ancestry, physical or mental disability or history of disability, genetic information, status as a protected veteran or disabled veteran, or any other status protected by Federal, state or local law.

Our purpose is to make healthy vision a reality for everyone by improving access to care and education in the communities we serve. Fueled by our mission to improve members’ lives with easy-to-use vision solutions rooted in choice, value, and care, believes that everyone has the power to become anything they set their sights on.

Our team is guided by core Leadership Principles—Perspective, Care, Drive, and Ownership—which shape how we work, lead, and grow together.