Analyst, Patient Service Center Workforce

AltaMed Health Services Corp; Anaheim (CA); On-site; USD 69,000 - 86,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

403(b) Retirement plan

Flexible Spending Accounts

Paid Time Off & Holidays

Paid CME Days

Tuition Reimbursement

Employee Discounts

Pet Care Insurance

Job summary

AltaMed Health Services Corp. is seeking a Workforce Analyst to boost PSC efficiency through data analytics, forecasting, and dashboarding. The role emphasizes optimizing service levels and first-call resolution within a busy contact center environment.

You will manage the workforce tool, analyze trends, and communicate insights to leadership. Required is a Bachelor’s degree (or equivalent) with at least 3 years in analytics or operations.

Qualifications

• 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

• Provide data analytics, forecasting, queue management, and ACD technology support to optimize PSC service levels and Net Promoter Score targets.
• Mine, extract, and utilize data to deliver daily, weekly, and monthly PSC dashboards across metrics.
• Interact with management and executives to plan, develop, and execute PSC strategic initiatives; operate and configure the workforce management tool for scheduling, analysis, and forecasting.

Skills

Data analytics

Forecasting

Queue management

ACD technology

Dashboards

Education

Bachelor’s degree or equivalent

Tools

Workforce management tool

ACD software

Job description

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.

Minimum 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.

Compensation

$68,640.00 - $85,800.00 annually

Compensation Disclaimer

Actual salary offers are considered by various factors, including budget, experience, skills, education, licensure and certifications, and other business considerations. The range is subject to change. AltaMed is committed to ensuring a fair and competitive compensation package that reflects the candidate's value and the role's strategic importance within the organization. This role may also qualify for discretionary bonuses or incentives.

Benefits & Career Development

• Medical, Dental and Vision insurance
• 403(b) Retirement savings plans with employer matching contributions
• Flexible Spending Accounts
• Commuter Flexible Spending
• Career Advancement & Development opportunities
• Paid Time Off & Holidays
• Paid CME Days
• Malpractice insurance and tail coverage
• Tuition Reimbursement Program
• Corporate Employee Discounts
• Employee Referral Bonus Program
• Pet Care Insurance

Job Advertisement & Application Compliance Statement

AltaMed Health Services Corp. will consider qualified applicants with criminal history pursuant to the California Fair Chance Act and City of Los Angeles Fair Chance Ordinance for Employers. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if AltaMed Health Service Corp. is concerned about a conviction directly related to the job, you will be given a chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. As the nation’s largest Federally Qualified Health Center (FQHC), AltaMed is at the forefront of providing affordable, high-quality health care to underserved communities in Los Angeles and Orange Counties. At AltaMed, you will have the opportunity to work with a diverse team of dedicated professionals who are passionate about making a difference and supporting our community of over 400,000 patients. Learn About AltaMed: Click Here

Equal Employment Opportunity Statement

AltaMed Health Services Corporation is committed to providing equal employment opportunities for all qualified individuals. We strictly prohibit discrimination in employment based on race, color, creed, religion, marital status, sexual orientation, registered domestic partner status, sex, gender, gender identity or expression, ancestry, national origin, age, medical condition, physical or mental disability, military or protected veteran status, pregnancy or perceived pregnancy, childbirth, breastfeeding or related medical conditions, genetic information, or any other characteristic protected by local, state, or federal law, ordinance, or regulation. We are committed to promoting equality and inclusivity beyond our recruitment and hiring processes. We aim to create a respectful, valued, and inclusive workplace through training, advancement opportunities, and access to resources and support. We focus on fostering a diverse workforce because it enriches our organization and improves our ability to effectively serve our clients and community. We encourage individuals from all backgrounds to apply and join us in our mission to create a positive impact.