Patient Service Center Analytics & Forecasting Specialist

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

Benefits offered by this job

Medical, Dental and Vision insurance

403(b) Retirement savings plans with E

Flexible Spending Accounts

Paid Time Off & Holidays

Tuition Reimbursement Program

Employee Discounts

Job summary

AltaMed is seeking a Workforce Analyst to provide data analytics, forecasting, queue management, and WFM tool optimization for the Patient Service Center (PSC). The role focuses on delivering dashboards and insights to enhance service levels, first call resolution, and NPS targets, while collaborating with leadership on PSC initiatives.

The ideal candidate has a Bachelor’s degree and at least 3 years of analytics experience in a contact center environment, with a strong emphasis on data-driven

Qualifications

• Experience analyzing data, identifying trends, and supporting a contact center.
• Ability to derive insights to improve service levels and first call resolution.

Responsibilities

• Operate and optimize the workforce management tool for scheduling and forecasting.
• Develop daily, weekly, and monthly dashboards for PSC metrics.
• Communicate trends and root-cause analyses to management and executives.

Skills

Data analysis

Trend identification

Contact center analytics

Education

Bachelor's degree

Job description

AltaMed is seeking a Workforce Analyst to provide data analytics, forecasting, queue management, and WFM tool optimization for the Patient Service Center (PSC). The role focuses on delivering dashboards and insights to enhance service levels, first call resolution, and NPS targets, while collaborating with leadership on PSC initiatives.

The ideal candidate has a Bachelor’s degree and at least 3 years of analytics experience in a contact center environment, with a strong emphasis on data-driven