Contact Center Analyst, Jackson Health System, FT, Days

Jackson Health•Miami, FL

14h•Onsite

About The Position

The Data Analyst is responsible for data reviews, analysis, and reporting. Ensures data is accurate, reliable, and reported in a timely manner. Performs analysis and reports, collaborates with other departments and provides appropriate feedback to create effective and sustained change. The Data Analyst uses independent judgment and assists leadership or designee to meet service line or program objectives.

Requirements

Generally requires 3 to 5 years of related experience.
High school diploma is required.

Nice To Haves

Call-Center experience in healthcare setting highly preferred.
Bachelor's degree in related field is strongly preferred.

Responsibilities

Regularly analyzes confidential healthcare records and performs data abstraction, data entry, coding, monitoring, data quality control and analysis related to regulatory initiatives and special projects.
Completes abstraction of data using clinical knowledge and judgment skills in order to abstract accurate, reliable clinical information on established quality measures for tracking, trending and reporting.
As appropriate, specializes in data management for assigned service lines or programs to support required outcomes and certifications.
Uses continuous quality improvement tools and methodologies to ensure data integrity of the performance improvement related databases.
Maintains current knowledge and changes regarding CMS and the Joint Commission standard requirements for data management.
Works collaboratively with the team to identify, measure, assess and improve patient care quality and safety, across assigned service lines or programs.
Analyzes confidential patient healthcare records by reviewing pertinent documentation, interpreting clinical data, and identifying variation in care or utilization based on research, clinical knowledge of disease processes, and appropriate treatment modalities. Extracts relevant data, summarizes findings, and maintains accurate records of all reviews performed.
Analyzes and trends the results of monitoring activities by service, department, or provider under the direction of program leadership or designee.
Creates, analyzes, and distributes reports for Committee and leadership to support performance improvement and provider quality initiatives.
Maintains confidential databases and ensures timely reporting to regulatory agencies.
Ensures data integrity by the utilization of the Inter Rater Reliability (IRR) validation process.
Demonstrates working knowledge of evidence-based quality measures and the ability to abstract data according to regulatory guidelines.
Performs all other related job duties as assigned.
Develops, reports, and analyzes omni-channel contact center and business metrics to monitor progress against targets and goals.
Develops and generates queries, scripted and unscripted reports as directed and delivers dashboard results at various management levels.
Provides administrative level support for all systems/applications, updates and functionality, including attending various training sessions to stay current on trends, system capabilities, and releases.
Identifies key data points and helps develop outcome monitors for the contact center that drive first call resolution, patient satisfaction, transactional accuracy, and quality. In response to data collected from these service monitors, develops interventions to improve or sustain quality of care and customer satisfaction.