Telehealth Operations Analyst II

Chewy • Plantation, FL

1d • Onsite

About The Position

Our Opportunity: Chewy is looking for a Telehealth Operations Analyst II to join our Healthcare Team full-time. As a Telehealth Operations Analyst II, you will be responsible for analyzing and administering operational performance and progression metrics on the Healthcare team by utilizing workforce management systems and standardized protocols to ensure each component combines seamlessly for all stakeholders. Additionally, you may be assigned a focus in daily volume review, payrolls operations, and/or agent profile Management wholly or in tandem with other peers and stakeholders.

Requirements

• Ability to think analytically and report on data and operational trends.
• Have exemplary listening and problem-solving skills.
• Ability to maintain the confidentiality of sensitive information
• Advanced skills with Microsoft Office suite (Excel, Visio, MS Project (or equivalent), and Word)
• Self-starter with proven ability to work within a team-oriented environment
• Ability to work independently and meet deadlines.

Nice To Haves

• Active Vet Tech License / Certification (CVT, LVT or RVT) in good standing.
• A Veterinary Technology associate or bachelor’s degree from a NAVTA and/or AVMA-CVTEA accredited program, or equivalent is required.
• 3+ years of small animal veterinary experience or equivalent industry experience.
• 12 months of telehealth experience
• Experience in building and maintaining service schedules.

Responsibilities

• Analyzes and coordinates real time daily WFM activities and response to events/incidents such as SLA events, technical outages, application failures, and escalates to appropriate internal and external teams when needed.
• Uses expert understanding of key business indicators such as response time, efficiency and optimization metrics and productivity to make best decision in the moment without additional supervisory review
• Maintains and support operational systems, documentation, and SOPs.
• Maintains and support operational workflows and supporting systems
• Prepare standard and ad-hoc reports that provide insights and trends to support operational activities.
• Collaborates with WFM, Operations, HR, Training, and Leadership teams to identify areas of innovation and continuous improvement opportunities in forecasting, planning, and execution of customer service activities.
• Support telehealth veterinary professionals experiencing technical issues utilizing appropriate SOPs for technical issue reporting.
• Work closely with Veterinary Services teams to ensure platform wide adherence to sustainable business practices.
• Research and problem-solve to determine appropriate solutions for the Veterinary Services Team and follow-up as needed to resolve issues.
• Operational responsibilities as assigned by the Veterinary Operations team.

Benefits

• Equal opportunity employer
• Consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic.
• Accommodation during the application process or to perform job requirements for individuals with disabilities or for religious accommodation.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees