Patient Service Center Workforce Analyst

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

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.