Patient Service Center Analyst

Jobtailor; Anaheim (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

Jobtailor is seeking a Data & Analytics Lead for the Patient Service Center in California. You will transform data into actionable insights, forecast demand, manage queues, and support ACD technology to improve service levels.

You will partner with management and executives to plan initiatives, deliver dashboards, and communicate root-cause analysis that drives patient satisfaction and Net Promoter Score improvements. This role emphasizes strategic thinking and cross-functional collaboration.

Qualifications

• Bachelor’s Degree or equivalent combination of education and work experience.
• 3+ years in analytics or operations within a Contact Center.
• Experience with data analytics, forecasting, queue management, and ACD support.
• Experience operating workforce management tools: configuration, scheduling, analysis, forecasting.
• Ability to deliver dashboards and analyze Patient Service Center metrics.
• Communicate trends, recommendations, and root-cause analysis.
• Interact with management and executives on strategic initiatives.

Responsibilities

• Supply the Patient Service Center with data analytics, forecasting, queue management, and ACD support.
• Optimize service levels, first call resolution, access, and Net Promoter Score targets.
• Create daily, weekly, and monthly dashboards for PSC metrics.
• Collaborate with management to plan and execute strategic initiatives.
• Present trends and root-cause analyses for optimization.
• Operate WFM tool to ensure service levels via configuration, scheduling, analysis, forecasting.

Skills

Data Analytics

Forecasting

Queue Management

Workforce Management Tools

Contact Center Optimization

Education

Bachelor’s Degree or equivalent

Tools

Workforce Management Tool

ACD Technology

Job description

• Supply the Patient Service Center with data analytics, forecasting, queue management, and ACD technology support
• Optimize service levels and first call resolution, access, and Net Promoter Score targets
• Mine, extract, and utilize data to deliver daily, weekly, and monthly dashboards on Patient Service Center metrics
• Interact with management and executives to plan, develop, and execute strategic initiatives
• Communicate trends, recommendations, and root-cause analysis for contact center optimization
• Operate the workforce management tool, including configuration, scheduling, analysis, and forecasting, to ensure service level commitments are met

Requirements

• Bachelor’s Degree or equivalent combination of education and work experience preferred
• Minimum of 3 years of progressive experience with analysis, identifying trends, business operations, or analytics in a Contact Center
• Experience with data analytics, forecasting, queue management, and ACD technology support
• Experience operating workforce management tools, including configuration, scheduling, analysis, and forecasting functions
• Ability to deliver dashboards and analyze Patient Service Center metrics
• Ability to communicate trends, recommendations, and root-cause analysis
• Ability to interact with management and executives on strategic initiatives

Core Competencies

Demonstrates expertise in data analytics, forecasting, and queue management to optimize contact center performance. Proficient in operating workforce management tools and delivering actionable insights through dashboards and root-cause analysis.

Highest-signal resume keywords

• Data Analytics
• Forecasting
• Queue Management
• Workforce Management Tools
• Contact Center Optimization

ATS Optimization Keywords

Hard Skills

• Data Analytics
• Forecasting
• Queue Management
• Root-Cause Analysis
• Dashboard Delivery
• Trend Identification
• Business Operations Analysis

Soft Skills

• Communication
• Strategic Planning
• Interpersonal Skills

Industry Keywords

• Patient Service Center
• Service Level Commitments
• Net Promoter Score

Tools & Technologies

• Workforce Management Tool
• ACD Technology