Position Summary

This is an important role in our patient access center. This role is responsible for partnering with the contact center leaders to monitor operations related to the contact center, partner to make recommendations to staffing and workflows. This role will partner with multiple departments and divisions. The role is responsible for contact center reporting, telephony integration, and other tasks as it relates to contact center operations.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.

• Gather data from multiple sources to assimilate meaningful inputs for databases.
• Maintain complete confidentiality in accordance with organization and legal requirements.
• Perform statistical analysis and interpreted results to clients.
• Utilize knowledge of data modeling and statistical analysis to note trends and draw conclusions.
• Generate periodic and ad hoc reports outlining statistics, narrative findings or graphical representations of staffing information.
• Work with team members to monitor call center flow, and help in adjusting workflows to accommodate volume.
• Work closely with team members and stake holders to deliver project requirements, develop solutions and meet deadlines.
• Prioritize and organize tasks to efficiently accomplish service goals.
• Manage multiple projects and tasks to ensure high quality and timely delivery.
• Assist in the development and implementation of application policies, procedures, and standards.

Qualifications

Education

• Bachelor's degree in mathematics, statistics, healthcare administration, or related field.
• Master's degree advantageous.

Experience

• 4+ years’ experience in a call center analytic role.
• Proficiency with database programming languages such as SQL.
• Proficiency with advanced software for data manipulation.
• Experience with data visualization tools, such as Tableau.
• Knowledge of data management applications.