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Operations Analyst, Workpartners Workers Compensation (Remote)


UPMC's Workpartners group is seeking an Operations Analyst!

Oversees administrative, system processes and special projects as they relate to identification, implementation and maintenance of the commercial workers' compensation transactional system and other applications for UPMC WorkPartners commercial workers' compensation products. The role is for the Underwriting Department – We are one of the fastest-growing Workers’ compensation carriers in the region, and are actively expanding to additional territories.

Under the general direction of the senior management team, this role will analyze, identify, propose and implement solutions for all commercial workers' compensation business areas. Acts as a subject matter expert supporting all areas, and interacts with internal and external clients to answer questions and resolve issues as they arise. The Operations Analyst, Workers Compensation, must use their knowledge and understanding of financial, operational, systematic, and other information generated by numerous sources to identify opportunities to improve operational and systematic performance. Furthermore, the position requires the ability to articulate these opportunities to internal and external audiences, implement the solutions, and track and monitor progress. Will take a facilitator role in the enhancement, development, documentation, and communication of identified variances. These functions must be done while also weighing the practical considerations and potential barriers that need to be overcome to successfully implement new programs and processes. To successfully perform the role, must understand the infrastructure of the commercial workers' compensation department as well as processes and procedures; role requires an understanding of commercial workers' compensation insurance and procedural workflow.

This position would be in the Steel Tower (600 Grant Street, 8th Floor| Pittsburgh, PA 15219) or Remote... 8am-4pm. 



  • Administer, identify, test, audit, and implement new processes associated with Tropics functionality
  • Acts as a liaison between IT and business users to provide processes and solutions associated with clients and internal customers Tropics system troubleshooting inquiries.
  • Facilitate communication and responses to PCRB criticisms as appropriate
  • Provide PCRB online test audit support documentation and responses to differences
  • Address agent and client inquiries directly for resolution and follow-up to each; provide necessary documentation within Tropics documentation management
  • Perform WCPOLS submissions and WCSTAT unit correction submissions in accordance with the associated timelines
  • Openly participate in team meetings, provide ideas and suggestions to ensure client satisfaction and promote Teamwork
  • Assists other departments during periods of backlogs
  • Maintain sharepoint department internal processes and workflows
  • Effectively prioritizes and completes all assigned tasks
  • Identify areas of concern that may compromise client satisfaction through data analysis and/or customer feedback
  • Participates in training programs when available/as requested
  • Update network panel providers accordingly
  • Maintains employee/insured confidentiality
  • Provide assistance in supporting documentation required of internal and external audits
  • Provide facilitation of Tropics Forms creation and changes thereafter
  • Provide training for new hires on Tropics functionality
  • Provide training for new hires and employees on department policies and procedures, and internal process guidelines
  • Completes inquiries generated from the data reporting and analysis area
  • Perform due diligence and problem solving associated with Agency commissions
  • Manages special projects as assigned by Management team; develops/maintains project plans, as needed
  • Interface with customers by telephone, correspondence, and or in person to answer inquiries and resolve concerns/issues
  • Perform new client onboarding calls accordingly
  • Support to department leadership
  • Provide data analysis and graphical display of loss control analysis
  • Assist in special projects specific to enhancements of department processes and/or Tropics testing
  • Develop and update agent and insured instructional manuals accordingly



  • Bachelor's Degree or equivalent work experience
  • Minimum four years general business experience;
    • 3-5 years insurance experience preferred but those with experience in other industries will be considered
  • Knowledge of commercial workers' compensation product Competence in MS Office required, including MSExcel, MSAccess, MSWord
  • Excellent planning, communication, documentation, analytical and problem-solving abilities
  • Ability to work in a fast-paced environment
  • Must possess strong interpersonal, organization, and project planning skills, with the ability to work on multiple tasks simultaneously

Licensure, Certifications, and Clearances:

UPMC is an Equal Opportunity Employer/Disability/Veteran

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   Current UPMC employees must apply in HR Direct