Patient Access and Workforce Management Analyst Job at Forefront Dermatology
Overview:
The Call Center Operations Analyst is responsible for monitoring call volume demand in real time and flexes workforce accordingly to ensure the best possible Patient Experience and Contact Center KPIs are acheivedare achieved to This role will blanace forecasting, capacity planning and team scheduling to maximize utilization while ensuring RTA and schedule optimization through out the day. Beyond WFM, the Workforce Management Analyst role will serve as point of contact for hardware equipment management for call center employees and will raise technology concerns, work with our IT department, outside vendors and other intradepartments. Oversight of and delegation to real time specialist to meet the needs of the department.
Here are just a few things we offer:
Responsibilities:
This role can be based in any of the U.S. states in which Forefront Operates (Including NY, OR, and MS): https://forefrontdermatology.com/location/
This position is remote, but applicants must be willing to travel to Manitowoc, WI once or twice a year.
Equipment Provided!!
MUST take assessment test to be considered for position
The Call Center Operations Analyst is responsible for monitoring call volume demand in real time and flexes workforce accordingly to ensure the best possible Patient Experience and Contact Center KPIs are acheivedare achieved to This role will blanace forecasting, capacity planning and team scheduling to maximize utilization while ensuring RTA and schedule optimization through out the day. Beyond WFM, the Workforce Management Analyst role will serve as point of contact for hardware equipment management for call center employees and will raise technology concerns, work with our IT department, outside vendors and other intradepartments. Oversight of and delegation to real time specialist to meet the needs of the department.
Here are just a few things we offer:
- Access to health, dental, and vision insurance
- Health Savings Account $500 matching contribution
- Eligible for PTO and Holiday pay
- Company paid life insurance and long term disability (full-time only)
- Access to voluntary short term disability insurance (full-time only)
- Access to additional life insurance
- Eligible for Accident and Critical Illness Insurance, Hospital Indemnity and Cancer Guardian
- 401K with employer contribution
- Profit sharing
- Employee discounts
- And much more!
Responsibilities:
- Provide measurement, analysis and reporting on performance, trends and patterns for daily, weekly and monthly agent reporting. Provides feedback to improve performance and training programs.
- Project staffing level shortages and overages and tracking agent movement and attrition
- Provides key recommendations to management on short-term and long-term strategies for ensuring optimal service and staffing levels. Will also field and respond to questions from agents/leadership on WFM.
- Assists to formulate operational strategies by conducting needs assessments, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Maintains and improves contact center operations by monitoring system performance; identifying and resolving problems, escalating as needed; preparing and completing action plans; completing system audits and analyses; managing system quality and process improvement; installing upgrades.
- Central contact for patient access technology concerns, responsible for working with IT department, outside vendors and other intradepartments as needed, while providing internal updates on the issue until resolved.
- Compile, summarize, and disseminate reports as required for a variety of recipients.
- Identify, support and recommend the implementation of various programs for improvement in operations and processes.
- Maintains professional and technical knowledge by tracking emerging trends in contact center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
- Live queue monitoring to ensure patients and staff are meeting performance service levels and expectations
- Manage and delegate tasks to specialist positions as needed.
- Participates in regular meetings with Patient Access Department leadership and IT department as needed
Education
Bachelors degree in related field- 3+ years in a call center analytical role required
- Prior experience in workforce forecasting and planning strongly preferred
- Nice inContact/Ring Central Contact Center Solution experience strongly preferred
- Strong foundation in mathematics and statistics
- Excellent interpersonal, public presentation, written and communication skills
- Proven ability to influence cross-functional teams without formal authority
- Computer literacy in Microsoft Office: Windows, Excel, Word, PowerPoint
Knowledge, Skills, and Abilities
- 3-5 year of recent medical office experience in a similar capacity is preferred.
- Must possess excellent customer service, attention to detail and organizational skills.
- Must display a friendly, enthusiastic, tactful, and polite demeanor, and must be compassionate and caring in dealing with others.
- Ability to proactively uncover opportunitites and eagerness sharing findings and collaborating on solutions
- High energy level, enthusiastic, and demonstrates effective communication and/or negotiation skills.
- Capable of presenting to senior leadership and demonstrates diplomacy and sensitivity in resolving critical or escalated issues affecting the patients, physicians, or senior management.
- Highly skilled critical thinker and creative problem solver who is eager to do what is necessary to be successful
- Ability to respond positively to feedback and direction from supervisors.
- Ability to multi-task, prioritize appropriately, and work well both individually and as part of a team.
- Tech savvy with the ability to efficiently navigate around a desktop (remote) computer
- Ability to thrive in a fast-paced, dynamic environment
- Must demonstrate professional appearance and manner at all times.
- Willing to work irregular hours and work against deadlines
- Ability to maintain confidentiality of information and follow compliance regulations.
#INDPOR
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