Analyst, Patient Service Center Workforce

altamed; Anaheim (CA); On-site; USD 69,000 - 86,000; Full time

Benefits offered by this job

Medical Insurance

Dental & Vision

403(b) Plan

Career Development

Paid Time Off

CME Days

Tail Coverage

Tuition Reimbursement

Employee Discounts

Referral Bonus

Pet Insurance

Job summary

AltaMed is seeking a Workforce Analyst to supply the Patient Service Center (PSC) with data analytics, forecasting, queue management, and ACD support to optimize service levels and reach targets such as first call resolution and Net Promoter Score.

The role involves mining and using data to deliver dashboards, communicating trends to management, and operating the workforce management tool to ensure service levels are met.

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

• Generate daily, weekly, and monthly dashboards for PSC metrics.
• Explain trends with root-cause analysis and recommendations.
• Configure and operate the workforce management tool: setup, scheduling, analysis, and forecasting.

Skills

Data analytics

Forecasting

Queue management

ACD tools

Education

Bachelor's Degree or equivalent

Tools

None

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.