Patient Service Center Analytics & Forecasting Specialist

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

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.