Patient Service Center Workforce Analyst

AltaMed•Anaheim, CA

13d•$68,640 - $85,800

About The Position

Grow Healthy If you are as passionate about helping those in need as you are about growing your career, consider AltaMed. At AltaMed, your passion for helping others isn’t just welcomed – it’s nurtured, celebrated, and promoted, allowing you to grow while making a meaningful difference. We don’t just serve our communities; we are an integral part of them. By raising the expectations of what a community clinic can deliver, we demonstrate our belief that quality care is for everyone. Our commitment to providing exceptional care, despite any challenges, goes beyond just a job; it’s a calling that drives us forward every day. Job Overview The Workforce Analyst supplies the Patient Service Center (PSC) with data analytics, forecasting, queue management, and additional ACD technology support to optimize service levels and deliver on our first call resolution, access, and Net Promoter Score targets. The Workforce Analyst supports the efforts of our PSC by mining, extracting, and utilizing appropriate data to deliver daily, weekly, and monthly dashboards on all appropriate PSC metrics. The WF Analyst interacts with management and executives to plan, develop, and execute on PSC strategic initiatives. The Analyst provides clear communication on trends, recommendations, and root-cause analysis for the optimization of a busy contact center environment. This position has primary responsibility for the operation of our workforce management tool, configuring the setup, scheduling, analysis, and forecasting functions to ensure service level commitments are met.

Requirements

Bachelor’s Degree or equivalent combination of education and work experience preferred.
A minimum of 3 years of progressive experience with analysis, identifying trends, business operations, or analytics in a Contact Center.

Responsibilities

Supplies the Patient Service Center (PSC) with data analytics, forecasting, queue management, and additional ACD technology support to optimize service levels and deliver on our first call resolution, access, and Net Promoter Score targets.
Supports the efforts of our PSC by mining, extracting, and utilizing appropriate data to deliver daily, weekly, and monthly dashboards on all appropriate PSC metrics.
Interacts with management and executives to plan, develop, and execute on PSC strategic initiatives.
Provides clear communication on trends, recommendations, and root-cause analysis for the optimization of a busy contact center environment.
Has primary responsibility for the operation of our workforce management tool, configuring the setup, scheduling, analysis, and forecasting functions to ensure service level commitments are met.