Reflect Health is the evolution of S&S Health, a trusted independent third-party administrator founded in 1994 to meet the growing need for access, simplified connectivity, and benefits administration. Headquartered in Mason, OH, we have built a reputation for innovation, service excellence, and a deep understanding of how to drive better outcomes at lower cost. Over the years, we have grown into a national organization serving employers, TPAs, health systems, and benefit consultants across all 50 states. We have developed proprietary claims technology, expanded our offerings to include level-funded and fully funded programs, and delivered tangible savings and enhanced experiences for millions of members.
We are seeking a Business Analyst to serve as a key member of our Production Support team, working across Account Management, clients, and operational teams. This role will own the day-to-day execution and operational resolution of client tickets, ensuring requests are properly investigated, coordinated, routed, tracked, and resolved within established service levels. The Business Analyst will provide proactive communication and follow-through to maintain clear ownership, accountability, and a high level of service quality. Beyond resolving individual tickets, this role will identify recurring issues, analyze service performance, and drive process and documentation improvements that reduce ticket volume and rework over time.
Responsibilities
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Production Support: Manage assigned client tickets from intake through resolution, including reviewing, triaging, prioritizing, routing, and tracking requests based on urgency, complexity, SLA, and responsible business function.
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Investigate & Facilitate Resolution: Investigate operational issues, determine the appropriate path to resolution, and coordinate with internal teams and external vendors when multiple parties or dependencies are involved.
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Accuracy & Documentation: Ensure tickets contain accurate status updates, action items, owners, expected completion dates, resolution details, and other required documentation before closure.
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Monitor SLAs & Escalate Risks: Monitor ticket aging, inventory, backlog, and SLA performance; proactively escalate items at risk of missing service levels as well as systemic, high-risk, or recurring issues to Production Support leadership and appropriate functional owners.
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Coordinate Cross-Functionally: Serve as the operational point of coordination across business areas, managing dependencies, blockers, handoffs, and follow-up needed to resolve client-impacting issues.
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Account Management & Client Service: Provide Account